Customer Service Manager

Job description

Customer Service Manager

Department: Operations

Employment Type: Permanent – Full Time

Location: London Heathrow

Reporting To: Operations Manager

Compensation: £50,000 – £60,000 / year

Description
Are you experienced in ensuring high-quality service delivery and maintaining strong customer relationships within the aviation / logistics environment?

Are you known for your ability to manage issue resolution professionally and find satisfactory solutions?

Are you known to be adaptable and capable of managing complex, high-pressure situations, often on a global scale?

As a member of the team, you will play a crucial role in ensuring high-quality service delivery and maintaining strong customer relationships.

Applying for this position means you have excellent customer service management experience with strong operational oversight abilities.

Your main responsibilities on a day to day basis will be:-
• Provide Customer, Airline Customer Representatives and Officials with a high standard of service as the liaison person between Airline, Airline’s Customers and WFS.
• Manage all aspects of vendor engagement including agreement of contracts – commercial agreement and working within SLA’s agreed with Airlines.
• Take lead on all Customer and Regulatory audits.
• Attend regular meetings with business partners.
• Ensure Quality Assurance and self-auditing of staff performance.
• Allocate tasks to warehouse staff, communicating prioritisation where necessary.
• Manage the flow of goods in/out of the warehouse, utilising full capacity of warehouse.
• Ensure WFS SOP’s are followed along with correct operational processes as per the WFS CC Security Program.
• Promote and maintain positive H&S culture within the warehouse.
• Maintain highest levels of security in line with CAA/WFS requirements.
• Manpower planning, managing warehouse and office shifts.
• Ensure mandatory training requirements are being met.
• Accurate and timely completion of daily/weekly/monthly reports to Operations Manager.

To be successful in this role you will need:-
• Excellent communication skills with a good command of the English language to communicate effectively and professionally.
• Industry experience in aviation and/or logistics, preferably in customer service or operations roles with knowledge of airport operations, cargo handling, logistic processes and supply chain management.
• Knowledge of industry regulations like TSA/IATA and CAA.
• Leadership experience with strong interpersonal skills.
• Problem solving skills to resolve issues when handling customer complaints.
• Excellent planning and organisational skills with attention to detail, ensuring accuracy in communication and compliance with all procedures.
• Management experience would be an advantage.

Please note that if you are offered this position, you will be subject to a background check including a criminal record check, 5 year employment history and a drug & alcohol test.

Our Values
Focus on Customers
We work proactively with our customers request and our customers’ customers to make sure we deliver what we have contracted to deliver. Without our customers, there is no WFS.

Integrity

We treat our people & stakeholders with respect and care building trust via open, honest and straightforward communication. We always operate within the boundaries of our code of conduct and ethics policies.

Responsibility

We do our jobs well, being accountable for our actions and taking responsibility for our work and those around us. We lead by example.

Safety & Security

We sincerely believe that safety & security is our number one priority at all times. We will do what we are trained to do, we will never take short-cuts and we will always speak up where we see compromises being taken.

Teamwork

We all work as part of a team, enjoying what we do, collaborating with our colleagues and relying on their expertise to make a valuable contribution to WFS.