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Client Services & Operations Manager

Position: Client Services & Operations Manager

Location: London Gatwick

Salary: Negotiable

Are you a natural leader who enjoys nurturing?

Are you enthusiastic & self-motivated?

Efficient & productive?

Flexible to changing situations?

We are looking for a Client Services & Operations Manager for the direct management of the company and the 3rd party customer services and operations team. Ensuring that all major customer service, technical and operational issues are resolved, ensuring solutions are promptly found and communicated. The role holder will manage an overall team size of approx. 15 direct reports and manage the shift plans for the company and 3rd Party Teams.

 

Responsibilities:

  • Lead and manage the performance of the company and our 3rd Party Customer Service & Operations teams

  • Lead and manage the customer service delivery of the department

  • Implement, manage and oversee team technical training, focusing initially on documenting operational procedures and improving consistency across all team members

  • Implement, manage and oversee all customer service delivery throughout the department

  • Own the shift schedule and ensure that there is full coverage on all shifts at all times. Where required, be flexible in providing day or night shift cover within the department

  • Monitor and, where required, ensure all new inquiries received by the team are appropriately handled or passed on to the correct trading team

  • Ensure all new leads and associated comments are entered into D365, and that client contact details are regularly updated

  • Be the department champion and promote the services provided by the team to raise the department's profile. Promote inter-office knowledge sharing

  • Identify and generate profitable opportunities with 3rd parties where we can provide their operations services.

Qualifications:

 

  • Exceptional knowledge of airline operations, as well as an understanding of the additional operational requirements, demanded within a charter broking environment

  • Demonstrable customer service delivery experience in a commercial, revenue-driven environment. A clear passion for delivering great customer service in all situations

  • Proven people management experience; managing a busy department that has strong demands and expectations from the business

  • Excellent ability to lead from the front and supervise a team in a pressurised environment

  • Excellent worldwide geographic knowledge of airfield IATA / ICAO codes, aircraft general knowledge, and type recognition

  • Highly developed organisational, time management and the ability to prioritise effectively

  • Excellent communication skills both written and oral

  • Highly IT literate and numerate with the ability to learn the functions of a new system

 

If this sounds like your career step, get in touch today.