Customer Service Senior Manager

Role Purpose

The Customer Service Senior Manager will be directly responsible for overseeing customer service operations and will take accountability for safety, resource management, operation standards, policy implementation, client relations, and financial performance.

You'll put our people, our customers - and their customers, at the heart of everything you do.

What you will be doing

• Full accountability for Health & Safety issues, operational and financial performance
• Planning resource allocation in each business unit.
• Routine liaison with customer representatives, and with internal and external customers and agencies.
• Support the development of business units with accurate and timely project work.
• Ensuring compliance with all internal and external operational and administrative requirements.
• Perform as a mentor to other employees.
• Required to attend the mandatory training imposed by the Company and Airlines as per job role.
• Provide training to employees in accordance with Company and Airline standards.

What we are looking for

• Possess 3-5 years of aviation industry experience with sound knowledge of passenger operations and procedures - Required
• Adept at leading line level managers.
• Previous management experience and a demonstrable track record of passenger services success.
• Management experience in the Airport Ground Handling business with a proven track record in
  managing a business unit.
• Must be able to pass all necessary employment testing, including background, drug, and certified copy of DMV Record in good standing.
• Able to stand for long periods of time at the ticket counter and gate check-in areas.
• Must be comfortable lifting 70lbs.
• Must be available and flexible to work variable shifts including weekends and holidays.

Benefits

• Salary: $105,000 annually
• Eligible for Station Bonuses
• Advancement Opportunities
• Health, Dental, Vision, 401K
• Life and Short-Term Disability Insurance
• Paid Vacation
• Paid Training
• Uniform Provided

Safety, Security, Wellbeing and Compliance

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is primarily done indoors; however, the individual will be working near terminals with consistently open doors where harsh weather conditions could affect the indoor environment. The Passenger Service Agent team is provided a Menzies Aviation uniform including a long coat.

This individual will also work with disgruntled customers throughout the airport and must maintain a positive attitude when representing our company and communicating with customers within the airport.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to finger, handle or feel objects, tools or controls; reach with arms, climb or balance; and talk or hear.

Other tasks include lifting passenger bags up to 70lbs which could also involve bending and stooping. The employee must frequently lift and/or move up to 25lbs and occasionally lift and/or move up to 70lbs.