Company Description
Customer Service Manager - British Airways Lounges
Heathrow Airport, Terminal 5
£37,044.80 per annum
40 hours per week, 8 hour rotating shift pattern, opening and closing lounge
We currently have a fantastic opportunity for a Customer Services Manager for the Travel division to join us and take the lead in revolutionizing the food experience, known for their commitment to innovation and successfully creating exceptional workplace environments. As the Customer Services Manager you’ll have the unique opportunity to shape the future of our business and redefine what world-class workplace dining and hospitality looks like. This will involve effective, innovative and hands on strategies with a retail & commercial mindset.
Benefits:
* 28 Days holiday including bank holidays
* Plus your birthday off
* Free meals on shift
* Bespoke training and development opportunities
* Apprenticeships opportunities for all experience levels
* Pension and life insurance
* Discounts available on our HAPI app; high street shops, holidays & cinema
* Wellbeing hub
* Access to employee assistance programme
* Cycle to work scheme
Welcome to the heart of hospitality excellence! At BaxterStorey we take immense pride in delivering exceptional guest experiences and creating unforgettable moments. As a renowned pioneer in the hospitality industry, we are excited to welcome individuals who share our passion for providing genuine hospitality and impeccable service.
As a member of the BaxterStorey family, you will have access to a supportive and inclusive work environment that encourages growth and celebrates diversity. Investing in your development and provide ongoing training to ensure that you have the skills and knowledge to thrive in your role whilst being dedicated to ensuring your work-life balance thus enabling you to pursue your passion for hospitality while also taking care of yourself.
If you are an inspirational and enthusiastic Customer Service Manager keen to make a name for yourself within the food service industry, we would love to hear from you!
Job Description
Leadership and Team Management:
Provide strong leadership to an established team, ensuring a positive and collaborative work environment, fostering a culture of exceptional client experiences. Recruit, train, and manage staff, setting performance expectations and carrying out regular reviews to continuously strive to improve outstanding execution of all services. Work closely with the Operations Event Team to deliver and, wherever possible exceed, clients’ expectations. Working alongside other service providers, ensuring a one team approach. Deputising for the General Manager where required.
Client Experience:
* Responsible for delivering the highest level of client satisfaction by overseeing the quality of service provided.
* Manage client feedback and resolve any issues or complaints promptly and professionally.
* Continuously monitor and improve the overall client experience.
Operational Efficiency:
* Manage day-to-day operations, including front-of-house and back-of-house activities, to maintain a smooth and efficient service.
* Implement and enforce standard operating procedures (SOPs) to optimise service quality and experience.
* Monitor stock levels, control costs, manage waste and work towards achieving budgetary goals.
Financial Management:
* Identify cost-saving opportunities and revenue-enhancing initiatives.
* Ensure accurate financial reporting and compliance with financial policies.
Compliance and Safety:
* Ensure compliance with all relevant laws, regulations, and health and safety standards.
Qualifications
What you bring to the table:
* You thrive on getting the best out of people and maximising commercial opportunities
* You draw satisfaction from managing, training and supporting a team
* You provide a professional hospitality service, ensuring that company standards are maintained and that Client expectations are met
* Good understanding of report writing and financial management.
* Possess excellent supervisory and communication skills
* Good delegation and influencing skills
* Able to demonstrate your analytical approach to problem solving
* Have the ability to display a real passion for food and customer service
Additional Information
BaxterStorey
For almost 20 years, for every client, in every location (whether that’s an office, stadium, cathedral or university), we have created beautiful spaces, exciting menus and friendly teams, so that each and every customer can have the hospitality experience they deserve.
We need the brightest and the best to join us to make this all possible. We will support you to create your hospitality legacy and build a career that you are proud of.
Our drive and belief in our people, means that we always strive to supercharge our team’s careers. ‘Better’ is a daily habit that sits deep within our DNA, meaning learning will be front and centre of your experience working with us.
Join us, and be part of the food revolution!
BaxterStorey Values:
ALWAYS VISIONARY
We strive for better, we never settle, never compromise, never follow. We lead the way, blazing our own trail.
WHOLEHEARTEDLY POSITIVE
We are up-beat, motivating and inspiring. Our love for what we do radiates through our food, and is amplified by our people.
CREATIVELY COLLABORATIVE
We embrace our differences to push creativity and we work together to be better.
FOREVER CONSCIOUS
We work together as a team to lead by example, protecting the planet and supporting local communities.
Interested? Even if you don’t meet all requirements, we like to hear from you. If you are motivated and hungry to learn, we can work together to develop your potential.
BaxterStorey is committed to encouraging equality, diversity, and inclusion among our workforce.
The aim is for our workforce to be truly representative of all sections of society and our customers, and for each team member to feel respected and able to give their best.
And to support our commitment to this we have set ourselves an ED&I (Equity, Diversity and Inclusion) ambition to ‘set the standard and to be recognised for having the most inclusive culture in hospitality’.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .