Customer Terminal Integration Manager

Bradford-Swissport Limited combines Bradford Airport Logistics and Swissport Cargo to form a dynamic company whose sole purpose is to help airports run great. We leverage the strength (Our People, Global Strength, Aviation Expertise, User Inspired World Class Technology, Great Combined Culture) of our parent companies to relentlessly innovate our operations to be the Benchmark Leader for the Global Aviation Industry in efficiency, safety, security, and sustainability.

What we are looking for:

We are seeking to recruit a Customer Terminal Integration Manager (CTIM) to join our business. Working alongside the team, you will:

  • Maximize terminal and customer service performance by providing proactive and highly visible leadership at the terminals.
  • Work in collaboration with other departments to achieve customer KPI’s and SLA’s.
  • Be a champion of the company values.

About the role:

As a CTIM you will have multiple areas of focus:

Business

  • Use company bespoke system - AMIS (Airport Material Intelligence System), to work proactively to contribute in delivering all company KPI’s including Delivered As Promised, Media Dwell, Returns, Inter Branch Transfer’s & Customer Service Survey expectation.
  • Accountable for ensuring high standards of safety and security are upheld at assigned terminals and ensure corrective actions are put into place if they are not. Encourage proactive reporting of hazards.
  • Resolve operational and other issues identified using the Root Cause Failure / Irreversible Corrective Action process.
  • Identify opportunities to innovate and to be involved in company projects as directed by the Head of Customer Experience.
  • Play an active part in Monthly Management Review and strategic projects as directed by the business.
  • Be a strategic partner to the business to promote growth and innovation.
  • To be actively involved in company sustainability projects.
  • Provide our Customer, Heathrow Airport Ltd with a key point of contact for resolution of issues which may arise.

People Management

  • Ensure high standards of customer satisfaction through regular interaction, catch up meeting and using the Root Cause Failure / Irreversible Corrective Action process to resolve any issues which arise.
  • Build inter-dependent, strong working relationships with retail concessionaires and Heathrow Airport Limited operations at the Terminal in order to provide an effective route for solving issues, problem diagnosis, adoption of new solutions and the continuous development of the Terminal’s retail performance.
  • Training, mentoring and coaching of team including involvement in the Personal Development Plan process.
  • Work in conjunction with the Head of Customer Experience and HR team to resolve people management issues.
  • Active promotion of company employee recognition, initiatives and to actively lead employee engagement.
  • Working in conjunction with the Head of Customer Experience to set a Personal Development Plan (PDP) and actively seek opportunities to meet the objectives set out in this plan.

Other tasks in line with the scope of the position and within reasonable capability.

Working Hours: Monday - Friday 08:00-16:00, plus some \"on call\" hours for out of hours issues

Location: Heathrow Consolidation Centre, West Drayton

Ideal Candidate:

The jobholder must be a proven team-player with excellent interpersonal skills, experience / aptitude for interaction with high-level management, and has an established broad range of influencing styles in order to gain commitment/agreement and overcome objections. The applicant must also be a confident and logical communicator both orally and in written prose. Other characteristics: ambitious, persistent, self-motivated and enjoys working to targets. Use management experience background to impart business acumen to the members of the team and in doing so improve the service we provide to our customers and develop with them the skills they need in order to do this. Plus:

  • 3 years management experience with Food/Beverage and/or Retail operations – (desired)
  • Strong work experience and understanding of inventory of goods and goods-replenishment practices
  • Solid working experience with Inventory Management Systems
  • Proficient in MS Word, MS Excel and MS Visio (desired)
  • Can demonstrate clear capability in managing complex issues and delivered sustainable results.
  • Exceptional customer relationship building skills and proven record of customer relations management
  • Innovation, thinks of new ideas and has the influencing skills to highlight what change is right for the business
  • Flexibility in shift patterns in order to meet the needs of the business.
  • To be a role model who actively promotes and lives the company values.

Additional Information:

The role of Customer Integration Terminal Manager is based between Heathrow Consolidation Centre and the respective Terminal at Heathrow Airport.

What we can offer you:

  • Free onsite parking
  • Employee assistance programme
  • Private medical insurance
  • Inclusive, diverse and friendly culture
#J-18808-Ljbffr Experience: 3 years required
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