MAG

MAG owns and operates Manchester, London Stansted and East Midlands Airports. Every day, we strive to improve customer journeys and connect people and goods with the world.

Customer Experience Team Leader

  • Job type Full Time
  • Date posted 15 May 2024
  • Expiration date 5 June 2024
  • Location Manchester Airport
  • Salary £36,413.67 per year

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Website MAG

MAG owns and operates Manchester, London Stansted and East Midlands Airports. Every day, we strive to improve customer journeys and connect people and goods with the world.

Summary

  • Customer Experience Team Leader
  • Based at Manchester Airport
  • £36,413.67 per annum
  • Permanent position – Full Time Mon- Fri – 40 Hours

Why MAG?

Every year, Manchester Airport connects over 28 million passengers with more than 200 destinations across the globe. As the fourth largest airport in the UK, Manchester is also in the top 20 airports in Europe. Part of the largest UK owned airport operator group, MAG, Manchester Airport supports over 19,000 jobs onsite and generates around £7.75bn each year for the region.

At MAG, we recognise creating a first-class journey for our customers starts by creating a first-class career journey for our colleagues and we are committed to building inclusive environments in which our people can thrive. You’ll also have access to some great benefits including:

  • 6% company contribution pension
  • Free parking
  • Subsidised public transport
  • Huge range of company discounts

The role

  • To ensure that all specified service standards and key performance indicators are maintained or exceeded and that passengers receive excellent end to end customer service as they move through the Terminal in a safe and efficient manner.
  • Provides Line Management support for the CEDMs to manage the Customer Experience Ambassadors (CEAs), enabling the CEDM to deliver improved Operational and Customer Service performance across the end-to-end customer journey.
  • Operational scope of role includes but not limited to check in, departure lounge, immigration, E gates, Arrivals, ‘Mobile’, Biometrics, and transfer facilitation.
  • Supporting the delivery of team briefings, coaching, training, performance measuring and general line management duties especially across landside / airside and over large terminal operations.
  • Supports getting our people ready for the wider transformational change whilst also working towards a step change in customer experience.
  • Support with technical Health, Safety & Compliance and People matters.

The role is Monday – Friday with the hours mostly being between 0600-2100. however, flexibility will be required to meet operational needs.

What will make you successful in the role?

  • Previous experience of working within a Customer Service face to face function.
  • Excellent verbal communication skills and able to articulate instructions in a clear concise manner.
  • Strong influencing skills and the ability to persuade, organise and direct people in a friendly informative manner.
  • Ability to work effectively whilst under pressure.
  • Ability to deal with adversity.
  • A passion for service quality for our customers and a positive attitude.
  • Computer Literate.
  • Strong ability to work both in a team and work alone.

How do I apply? 

Please submit your up-to date CV and a covering letter detailing how you meet the role criteria. Please submit your up to date CV to apply for this role – failure to do so may result in automatic withdrawal.

For current MAG employees applying for this role, applications will only be accepted through Colleague Self Service (CSS) – please follow this link: www.manchesterairport.co.uk/sf. Please note: you must have been in your current role for at least 6 months to be eligible to apply.

This advert will close once sufficient applications have been received.

Equal Opportunities & Reasonable Adjustments

At MAG we believe in the importance of diversity & inclusion for all. We are committed to creating a workforce that is reflective of our society. As such we welcome applications from candidates from all backgrounds.

We’re also committed to well-being with a focus on mental health and supporting colleagues from underrepresented groups through our Colleague Resource Groups.

As a Disability Confident employer we are committed to creating an environment where candidates and employees can perform at their optimum. Please let us know if we can provide you with any reasonable adjustments to aid your application or interview process.

You can contact the team by emailing HR.Recruitment@MAGAirports.com

Our Colleague Resource Groups include: Women’s Network, Embrace – Race & Ethnicity Group, Fly With Pride (LGBTQIA+), Mental Health, Parent & Carers, Disabilities including neurodiversity

To apply for this job please visit www.jobsinmcr.co.uk.

  • Job type Full Time
  • Date posted 15 May 2024
  • Expiration date 5 June 2024
  • Location Manchester Airport
  • Salary £36,413.67 per year

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