Job Details
Hours: 37.5, Monday to Friday
Location: Hybrid working 3 days a week in either our Cargo Facility at DCE - London Heathrow or VHQ in Crawley. Please note the working week must include a Thursday at DCE.
Closing Date: Tuesday, 18th March 2025
Interview Date: 25th March
In a nutshell
As a Specialist – Cargo Training & Continuous Improvement, you’ll play a vital role in shaping the learning experience within our Cargo Customer Service team. Your focus will be on embedding a culture of continuous improvement through coaching, training, and data analysis. You'll be responsible for designing and delivering bespoke training programs across our global cargo network, ensuring that our teams are equipped with the knowledge and skills to provide outstanding service.
From monitoring performance trends to ensuring compliance with industry standards, you'll have a direct impact on operational excellence. If you're passionate about learning and development within the air cargo industry, this could be the perfect role for you.
Day to day
* Analyse customer service calls and emails, providing coaching and identifying trends to enhance team performance.
* Design and deliver engaging training programs, including new starter, refresher, and process change training, using Voyager.
* Ensure compliance with safety, security, and industry regulations, including Dangerous Goods and Good Distribution Practice (GDP) training.
* Maintain and update all training materials, customer service manuals, and internal documentation.
* Work closely with internal stakeholders to drive continuous improvement and process enhancements.
* Support Customer Service Executives in improving productivity and performance.
* Facilitate training across our global Cargo network, which may include travel overseas.
About you
Do you have experience in Cargo Operations and a passion for training and development? Then this could be the role for you!
Alongside the above, we're looking for the following:
* Proven experience in the cargo or airline cargo environment.
* Proven experience in training design and delivery.
* A background in customer service or contact centre environments.
* Excellent communication, coaching, and leadership skills.
* Strong organisational skills with attention to detail.
* Proficiency in Microsoft programs (Excel, PowerPoint, Sway, etc.).
* The ability to take initiative and implement new working practices.
* Willingness to travel overseas when required.
* Skychain knowledge/experience desirable.
Does the above sound like you? Then we'd love to hear from you!
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