Customer Service Duty Manager at British Airways
British Airways
- Accra
- Permanent
- Full-time
Deputise for the APM as appropriate.
Support the APM in managing relationships with all relevant parties, including third party companies, authorities and handling agents as appropriate. Identify shortfalls and take immediate actions to ensure a safe & secure operation, including ramp, all aspects of the local safety management system.
Support the APM in the delivery of agreed performance, cost targets and objectives and in ensuring that all required administrative activities are fulfilled in a set and timely manner. This includes (but is not limited to) Local Procedures, Audits, Station Emergency Procedures, BCPs, local projects and business initiatives.
Ensure that the quality of services delivered is in line with service level and contractual agreements. Obtain the highest level of performance and motivation through successful communication and influencing skills.
Establish and maintain effective links with key departments both locally and at head office.
Role model the service hallmarks to both internal and external customers.
Lead, advise and manage the Ground Handling Agent (GHA) team seeking a high level of inspiration and motivation by creating a climate of excellence within the teams.
Ensure delivery of the highest standards of quality in customer services through the development of all GHA staff.
Identify and develop the potential of each team member to reach technical, behavioural and product knowledge expertise.
Ensure GHA customer service people have the technical support to perform their duties in delivering the highest levels of customer service.
Ensure all local resources are utilised in such a manner that revenue is maximised and productivity is achieved within the given framework.
Work closely with the GHA teams to ensure that all airport activities are achieved in compliance with BA corporate safety, local security standards, UK CAA quality management system and Local Procedures.
Attend the AOC and other meetings, representing BA, as required.What You’ll Bring To British AirwaysIn-depth understanding of airport and operational procedures
Excellent communication skills, in written and spoken English.
Desire for learning and development
Customer service professional & customer driven
Self-starter and proactive
Flexible
Innovative thinker
Strong negotiation skills
Self-motivated and ability to motivate a team
Skilled in effective time management and prioritization
High level of resilience and experience of working under pressure.
Excellent decision making and problem-solving skills
Proven experience of managing a team
Proven front line supervisory experience
Effective supplier relationship management
Good working knowledge of BA operational systems and MS Office
Effective communication with internal and external partners and customers
Basic understanding of budgetary control and BA financial processes desired
Ability to multi-task in a dynamic environmentYour ExperienceHigh standard of spoken and written English
Must be able to obtain an airside pass
Good working knowledge of Microsoft Office (O365)
Previous airport operational experiencePLEASE NOTE YOU MUST: have the right to live and work in Ghana.What We OfferWe believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.We never stand still, and we don’t expect our people to either.Inclusion & DiversityAt British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognise that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.
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