Role: Customer Service Excellence consistently delivered exceeding expectations and required standards of our Customer Airlines and their Guests on their journey through Dublin Airport.
Reporting to: Station Operations Manager
Job Functions:Deliver Customer Service Excellence in all aspects of the Passenger Services Department [Check-in, Boarding, Arrivals and Ticket Desk] in line with Airline Customer Service indicators.Manage Passenger Services Department to ensure adherence to company policies.Ensure all key stakeholders are aligned and informed to ensure appropriate operational readiness and optimum performance.Develop and implement robust communication forums that ensure all are briefed in a clear and unambiguous way.Ensure Service Level Compliance Delivery in all aspects of the PSD operation.Forge and maintain positive robust long-term customer relationships.Project Plan new business setups with airline partners to fruition.Develop department-specific scorecard for KPI measurements.Present department performance both internally and externally in a controlled manner with detail on positive performance delivered and areas for improvement.Strategize and Action Plan departmental change and initiatives as required.Develop department SOPs in line with Training/GOM and airline specifics.Department briefings held daily with key Management figures/Supervisors.Partake and manage departmental budgets in conjunction with Finance Department.Monitor airline investigative reporting timeliness and follow up action plans.Identify, benchmark and deliver appropriate industry improvements and innovations in terminal processes including exploring all technological developments that may enhance the operation.As part of the wider management team engage with stakeholders in a structured, process-driven and professional way.Coach, Mentor and Develop talent for high performance and succession planning.Build staff morale, incentivise and compound positive performance and behaviours.Monitor and assess staffing levels in each department and ensure seasonal increases/decreases are executed in a timely manner.Identification of process improvements within the PS departments.Other duties as may be assigned from time to time.RequirementsKey Performance Indicators: You must have a minimum of 5 years Customer Service Management experience.Must have a minimum of 3 years of aviation experience within a similar position.You must truly believe and have demonstrated examples of Service Excellence.Proven leadership skills with strong decision-making ability.Excellent Attention to Detail and Organisational Skills.
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