Customer Support And Insights Manager

As the CS&I Manager you will lead and manage EAL’s Customer Support Centre. This team connects with customers wherever they want to be met and ensuring that their queries, compliments, complaints, and feedback are heard.

You are also responsible for advancing EAL’s understanding of customer needs and trends by developing customer experience measurement programs (e.g. happy/sad, surveying), directing insights analysis of customer feedback, and ensuring the voice of the customer is fed back to relevant stakeholders. You will work closely with business leaders to amplify the voice of the customer into continuous improvement targets and project planning with the aim of better serving our customers.

• Lead Customer Support Agents (CSA) to respond to customer contact effectively and efficiently within established KPIs and SLAs over multiple channels including live-chat, email, phone call, 3rd party review sites and social media, whilst ensuring all required data elements and established procedures are met.
• Protect income and avoid reputational damage by serving as the point of escalation to resolve complex and sensitive customer cases. You will manage and audit the CS team’s customer feedback process, and also manage the customer damages and claims budgets.
• Deliver EAL’s customer insight strategy by creating and managing programs that track quantitative and qualitative Customer Experience metrics across EAL’s products and services. This includes EAL’s happy/sad smiley feedback program, PRM surveying, passenger surveying, reviews soliciting, and customer feedback insight mining.
• Lead the dissemination of customer insights across the organisation. This includes providing the most up-to-date Customer Support contact reports, data, and surveys.
• You will provide insight into customer satisfaction, sentiment, wants and desires along with suggestions for improvements through capital projects and operational activities. You will also provide suggestions for continuous improvement and enhanced customer experience by presenting to Leadership ad Executive teams and engaging with relevant stakeholders internally and externally.
• Manage customer relationship management system(s) to optimise data collection, streamline reporting, and simplify workstreams. Spearhead process improvements by testing new technologies and systems that may increase customer self-service (thus reducing contact rates) or increase agent productivity.

Credentials

• Desired: Qualification or equivalent experience in Hospitality, Travel and Tourism, Market Research, or a related discipline.

  Specific Experience

• Essential: A passion for delivering excellent customer experience and experience delivering this within a Hospitality, Travel and Tourism, Retail or similar environment.
• Essential: Excellent communication, influencing and stakeholder management skills.
• Essential: Experience interpreting customer insight and behaviours to provide suggested activities/service improvements/capital spend to operational teams.
• Essential: Experience developing performance programs and directing research on customer experience to improve delivery.
• Essential: Attention to detail, ability to prioritise, and effective time management skills.
• Essential: Knowledge and experience of best practices within the industry.
• Essential: Ability to use Microsoft office suite including excel data analysis and report creation. Technically savvy and able to learn and context-switch between multiple CRM systems.
• Essential: Experience line managing, mentoring and leading Customer Support teams.
• Desired: Strong understanding of customer services operations and processes impacting the passenger journey.

• Pension scheme- employer contributions can be up to 7%
• Annual discretionary bonus
• Supporting your health and wellbeing- private healthcare after 1 years’ service, access to our Employee Assistance Programme and occupational health services
• Free car parking on site and when you go on holiday
• We offer a range of other benefits

Why EDI?

We are Edinburgh Airport, where Scotland meets the world. The success of the airport comes down to our people, and you can help us deliver even more big days for our passengers and colleagues. The development of your career is important to us, and we’ll Support and encourage this every step of the way. As a business we’re driven by our values – they’re at the core of our culture and everything we do. We’re looking for people who will demonstrate these values day-in, day-out. So if this sounds like you, apply now and get ready for your career to take off.

Building a diverse workforce that is inclusive and accessible to all is a priority for our business. As part of this journey, we are proud to be the first UK airport to be endorsed by WORK180. They only recognise great employers for all women. Find out about our policies on our WORK180 employer page.

As a Disability Confident Leader, we are committed to ensuring applicants with a disability can participate fully in our recruitment process. Please let us know in your application form if you require any adjustments, such as parking arrangements or alternative methods of communication.