Manager, Customer Service, Jomo Kenyatta International Airport (Jkia) at Kenya Airports Authority

Job Purpose

The job holder is responsible for championing a customer centric culture that ensures world class customer experience through provision of excellent services in all airport operational areas.

Employment Terms: Permanent

Reports to: Airport Manager, Jomo Kenyatta International Airport (JKIA)

Key Duties and Responsibilities

• Develops and implements Customer Service Plans in accordance with National and International set world class service delivery standards in line with the Authority’s Corporate Strategy.
• Ensures that service delivery by the Authority’s frontline staff meets set standards and exceeds customer expectations
• Develops service delivery standards and Service Level Agreements (SLA’s) for third party service providers to ensure world class airport experience.
• Ensures implementation and achievement of airport cleanliness and house keeping plan as well as maintenance of the landscaping at all times.
• Ensures efficient facilitation of VIPs and other passengers.
• Ensures that passengers and other customers get accurate/relevant information at all times.
• Maintains a record of action plans on customer complaints/ compliments to ensure prompt appropriate action.
• Provides leadership to the Customer Service team.
• Plans and facilitates training of staff and stakeholders
• Ensures good maintenance and improvement of KAA Quality Management System (QMS

Minimum Qualifications, Knowledge, Skills and Experience required for this position

• Relevant Bachelor’s degree
• Master’s level Qualification is desirable
• Relevant Diploma Qualifications and Professional Membership
• Minimum Ten (10) years relevant work experience with at least three (3) years Managerial experience

Application Criteria

Kenya Airports Authority (KAA) believes that the advancement and success of any organization is primarily due to the strength, quality and efficiency of its Human Resource. The Authority believes in having an engaged, highly motivated and results-oriented workforce in delivering sustainable corporate performance.