Job Description
This is an exciting opportunity to join our worldwide operations team in the important role of Customer Service Manager Dubai and Kuwait East (CSM). The CSM is responsible for enabling the delivery of World Class Customer Service through strong supplier, people and conformance management, always operating in a safe and secure environment whilst supporting the commercial team in delivering their QNNR targets and ensuring strict adherence to cost budgets. The CSM leads and develops the staff and suppliers in an operational environment, managing area processes, procedures and service levels. The CSM manages a team of dedicated GHA/IAGC staff and ensures complete adherence to all prescribed operational, health & safety and security standards. They also drive maximum value from our Ground Handling suppliers by ensuring delivery to the contract and SLA. The Middle East is a complex area and the role holder will need strong organisational, influencing and collaboration skills. The operations involve line flights, trucking and interline transfers. The security, supplier and regulatory context is challenging.
Duties and Responsibilities
Your main responsibilities in this role include the following:
Responsible for the delivery of customer service standards from your stations.
Ensures compliance to IAGC, Group and aviation security processes.
Responsible for GHAs performance and service quality.
Be a Customer champion and demonstrate a strong drive towards Customer satisfaction in all parts of our business.
Work jointly with Commercial team to address issues.
Operate within Budget constraints.
Job Details
Company: British Airways
Employment Type: Full-time
Job Location: Dubai, United Arab Emirates
