Job Description
The role:
Customer Operations Manager
Are you an Operational leader who thrives in a dynamic, fast-paced environment? A strategic thinker who can drive both people and customer service excellence? Someone who enjoys motivating and leading a team. An exciting opportunity awaits you to become a key influence within the Management team at Terminal 5. Your role is pivotal in leading the customer team to deliver a safe, punctual, world-class operation.
What you’ll do:
You will relish challenges, find motivation in empowering a large team of customer colleagues, and be dedicated to unlocking their full potential to deliver exceptional customer satisfaction and operational performance.
Your daily focus will be on ensuring the team achieves outstanding standards, embracing continuous improvement while maintaining an unwavering commitment to safety, and managing the operation in times of disruption.
This role involves shift-based work to cover 365 days of operation.
What you’ll bring to us:
Your leadership will champion high engagement levels by creating an empowering work environment where colleagues are recognised for their contributions. You'll play a key role in driving and influencing our vision, with exceptional stakeholder management crucial for effective collaboration and long-term strategic success.
Your experience:
* Significant operational airport experience - Essential
* Strong People Management, coaching and leadership experience - Essential
* Understanding of trade unions - Essential
* Understanding people policies and processes is desirable - Essential
* Must be able to hold an airside pass - Essential