Customer Services (Passenger Services) Team Leader
UK Visa Sponsorship Analytics
Occupation Type
Customer service supervisors
Occupation Code Skill LevelMedium Skilled
Sponsorship EligibilityIneligible for Sponsorship
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Description
Job Summary
To provide professional supervision on a shift basis to the Passenger Service team to ensure the highest standards of quality, customer service, punctuality and health and safety are maintained.
Responsibilities
Job Responsibilities
To provide professional supervision on a shift basis to the Passenger Service team to ensure the highest standards of quality, customer service, punctuality and health and safety are maintained.
Responsibilities
Job Responsibilities
- Supervise, motivate and organise the Customer Service Agents on shift to ensure that Airline quality and punctuality standards and Swissport performance standards are met in the most cost effective-fashion.
- Review the performance of all agents on shift, to identify areas for improvement, to provide immediate training and to refer for further training where appropriate, to maintain the highest level of effectiveness and professionalism.
- Act as the first line contact for all staff on shift, in order to help staff solve problems accurately and with customer and Swissport guidelines.
- To act as a role model in all dealings with others and to ensure new staff are coached and supported to reach optimum performance as quickly as possible, in order to aid retention and development of staff.
- To deal effectively with passengers ineligible to fly or causing difficulties, in a professional effective manner, in order to minimise disruption on station or delay to normal activities.
Qualifications and Competencies
- In possession of at least three GCSE’s / O Level or Leaving Cert (and equivalent)
- Microsoft Office (Excel, Work, PowerPoint) skills and experience required
- Minimum 1 years' experience or equivalent in a Customer Service role
- Flexible to work on various shifts (days, evening, nights, weekends, and holidays)
- Ability to speak and understand the English language
- Ability to travel to the airport at times where public transport is not available
- Excellent communication skills (written and verbal)
- Must be able and willing to type and learn airline specific computer systems
- Ability to follow processes and procedures and apply flexible approach when required
- Willingness to work in inclement weather if required
- Passionate about customer service
- Leadership and people management skills
- A proven ability to problem solving and decision making experiences
- Planning, organisational skills with effective communication skills both verbally and written