Airport Customer Services

Job Description

Job Description

Principal & Accountabilities

  • Manage all day-to-day operational issues, including check-in, operations, safety and security, disruption handling, and service recovery in accordance with local & corporate procedures. Identify shortfalls and take immediate actions to ensure a safe, secure, customer focused punctual operation, including a ramp, and all aspects of the local safety management system.
  • Led and performance manage frontline Customer Services team. Responsible for developing plans to motivate teams for the delivery of all performance measures.
  • Support British Airways Customer Services team members to reach their true potential and support them to deliver on their performance matrix.
  • Deliver BA People policies and procedures.
  • Coach, mentor & support British Airways & 3rd party customer services team in the development of appropriate skills for service delivery & behaviors.
  • Ensure delivery of the highest standards of quality in customer services through the development of all British Airways & GHA staff.
  • Ensure British Airways & GHA customer service people have the technical support to perform their duties in delivering the highest levels of customer service.
  • Resource management – Develop & deliver the operational shift resource plan & Customer Services Team’s annual leave plan.
  • Supervise & manage British Airways & 3rd party customer services team for the delivery of Safe, Secure, Customer Centric Operations, Ancillary Revenue.
  • Led, advise and manage the British Airways & Ground Handling Agent (GHA) team seeking a high level of inspiration and motivation by creating a climate of excellence within the teams.
  • Ensure that all BA staff and Supplier staff are competent to perform the necessary responsible jobs, and initiate training if necessary.
  • Ensure all British Airways team members are compliant with mandatory training.
  • Monitor compliance with Quality Management System and the Local Procedures Manual identifying shortfalls and taking immediate action to rectify if necessary, to ensure safe and secure operation.
  • Act as the Senior Reporting Official on shift for routine operations and in-case of any kind of emergency or incident.
  • Investigate/report on any incidents/accidents as laid down in the Ground Ops Manual, which encourages all staff to report all ground incidents/accidents immediately and before an aircraft moves off possibly exposing it to further risk, together with a statement of any corrective action to be taken to prevent a recurrence.
  • Exercise overall accountability for the safety and security of the BA operation during shift. This involves coordination with all Suppliers, State Agencies & Authorities, cargo, catering, ramp, engineering, etc. Review the overall safety of the operation, including the maneuvering and condition of ramp vehicles around our aircraft. Also ensure that the BA safety communications are passed on to Suppliers, State Agencies & Authorities.
  • Support the Airport Manager in the delivery of corporate self-audits as per schedule monitor any failure to maintain BA standards until rectified.
  • Ensure BA staff and Suppliers, State Agencies & Authorities understand BA safety & security standards and procedures and are notified in writing of their responsibilities, and are trained to carry them out.
  • Monitor the performance of Third party security staff carrying out security functions and challenge lapses in effectiveness or failure to maintain BA standards. The Security Audit team will also make visits to audit procedures and make recommendations.
  • Maintain up-to-date corporate and local manuals for reference on the station.
  • Develop & authorize local procedures for the delivery of safe & secure operations.
  • Responsible for review & delivery of business continuity plans.
  • Ensure that local BA station Emergency Procedures are updated as per corporate requirements and that in-house training exercises are held within the prescribed time periods and include the Suppliers, State Agencies & Authorities staff.
  • Work with Suppliers, State Agencies & Authorities, and others to ensure safety and security measures at the airport comply with local legislation and local and corporate policy. Any discrepancies should be notified to the Airport Manager and relevant Head Office departments.
  • Have effective manual check-in procedures ready for system outages, and ensure that BCP procedures are up to date and relevant parties are trained in these procedures.
  • Report security incidents and crime affecting, but not limited to BA, CSM, Security Duty Manager, CSO, and Ops Control when required.
  • Delivery of Ancillary Revenue – AUP program with delivery of shift PSJs/ revenue target. Weekly Excess baggage target.
  • Support Airport Manager in the identification & implementation of cost reduction measures to improve CPWT
  • Ensure all local resources are utilized in such a manner that revenue is maximized and, productivity is achieved within the given framework.
  • Deliver to agreed stations business objectives.
  • To have a cost-conscious culture by making sure that all spending versus budget is in line with an agreed financial plan.
  • Authorize additional spending for delivery of safe & secure operation in line with Employee Approval Authority.
  • Meet or exceed excess baggage targets.
  • Ensure all internal controls are adhered to at all times in line with local and corporate procedures.
  • Deliver on station the corporate service standards, monitor the Supplier’s performance, and take corrective action as necessary.
  • Ensure all centralized load control procedures as laid out in the Ground Operations Manual are adhered to, both by BA staff and GHA staff.
  • Review & publish SMART station delay procedures so that all staff/handling agents understand their pre-determined roles.
  • Monitor the performance of Suppliers as per Service Level Agreements.
  • Establish effective links with regional & local key interface departments and local networks for day-to-day operational issues.
  • Own and manage airport authority and supplier relationships on a daily basis and ensure that they deliver the products and services BA requires them to perform effectively.
  • Ensure agreed communication procedures are followed at all times.
  • Ensuring that all required administrative activities are fulfilled in a set and timely manner. This includes (but is not limited to) LPM, Audits, Station Emergency Procedures, BCPs, local projects, and business initiatives.
  • May be required to perform relief duties at airports.
  • Deputize for the Airport Manager when operationally required.
  • Ensure BA Hallmarks are projected.
  • Deliver voluntary offload system when required, so that any necessary offloads are implemented with minimum disruption.
  • Ensure that all BA staff are familiar with Customer surveys that measure Customer satisfaction.
  • Ensure British Airways Branding & Brand proposition at all customer interface areas at Chennai airport meets corporate standards.
  • Analyze Customer Satisfaction performance & support the Airport Manager in the development of a strategy to meet NPS targets & improve customer proposition.