Job Description

Job Title: Customer Service General Manager

Industry: Travel

Salary: £60,000 - £65,000

Location: Hybrid/London

The Role

• Supervise the account management team and assign tasks.
• Prepare customer service statistics and reports for the unit.
• Ensure compliance with company and customer provided policies within the department.
• Serves as the primary point of contact for all business matters with assigned clients and as the point of contact for accounts handled by other members of the account management team.
• Continuously review and report performance against KPIs.
• Supports sales strategy execution.
• Engage with customers and build good working relationships. Identify customer concerns about our services so that they can be effectively addressed within our operations.
• Ensures the status of Flight Attendant Comments (FAC) is communicated, tracks her FAC in specific departments and assists in implementing corrective actions.
• Responsible for all commercial activities related to customer service, including contract fulfilment, customer data management and reporting, customer performance and satisfaction monitoring, and customer documentation. 
• Liaise with external/internal operations managers and staff to keep them informed of any issues. 
• Obtain feedback from customers such as cabin crew, ground crew, and station staff and ensure that feedback is received by senior management and the operations coordination team.
• Conduct internal audits.

Key Skills:

• Experience with customer account management in the airline catering industry.
• Project management, lean manufacturing experience
• Excellent customer focus. Fluent oral and written English skills
• Proactive approach and cooperative attitude.
• Ability to build business relationships and interact with customers.
• Commercial understanding and drive
• Analytical and conceptual skills

Research indicates that men will apply to a role when they only meet 50-60% of the descriptions, however, when looking at women and other minority groups, they can look for up to a 99% match in order to apply to a role. If you feel you are a fit for our role, please still apply, don’t worry if you don’t tick every single box. We’d still love to hear from you. We encourage underrepresented talent to apply to all our roles & support accessibility needs’.