Customer Service Duty Manager Kenya at British Airways

A career without limits

• As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.
• It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.
• This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.
• So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.
• We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.

The role:

To support the Airport Manager (APM) in the delivery of the British Airways (BA) airport operation, ensuring corporate and legislative safety and security standards are adhered to, monitoring local Service Level Agreements (SLA) and performance managing all local suppliers. To provide deputy reporting official coverage in the event of any serious incident/accident involving BA. To develop and own relationships with airport authorities, state authorities, British embassy, etc. and to support the APM in representing BA at an AOC level. 

What you’ll do:

• Assist the APM with performance management of suppliers.
• Deputise for the APM as appropriate.
• Support the APM in managing relationships with all relevant parties, including third party companies, authorities and handling agents as appropriate. Identify shortfalls and take immediate actions to ensure a safe & secure operation, including ramp, all aspects of the local safety management system.
• Support the APM in the delivery of agreed performance, cost targets and objectives and in ensuring that all required administrative activities are fulfilled in a set and timely manner. This includes (but is not limited to) Local Procedures, Audits, Station Emergency Procedures, BCPs, local projects and business initiatives.
• Ensure that the quality of services delivered is in line with service level and contractual agreements. Obtain the highest level of performance and motivation through successful communication and influencing skills.
• Establish and maintain effective links with key departments both locally and at head office.
• Role model the service hallmarks to both internal and external customers.
• Lead, advise and manage the Ground Handling Agent (GHA) team seeking a high level of inspiration and motivation by creating a climate of excellence within the teams.
• Ensure delivery of the highest standards of quality in customer services through the development of all GHA staff.
• Identify and develop the potential of each team member to reach technical, behavioural and product knowledge expertise.
• Ensure GHA customer service people have the technical support to perform their duties in delivering the highest levels of customer service.
• Ensure all local resources are utilised in such a manner that revenue is maximised and productivity is achieved within the given framework.
• Work closely with the GHA teams to ensure that all airport activities are achieved in compliance with BA corporate safety, local security standards, UK CAA quality management system and Local Procedures.
• Attend the AOC and other meetings, representing BA, as required.

What you’ll bring to British Airways:

• High standard of spoken and written English
• Must be able to obtain an airside pass
• Good working knowledge of Microsoft Office (O365)
• Previous airport operational experience
• Must have the unrestricted right to live and work in Kenya. 

Your experience:

• In-depth understanding of airport and operational procedures
• Excellent communication skills, in written and spoken English.
• Desire for learning and development
• Customer service professional & customer driven
• Self-starter and proactive
• Flexible
• Innovative thinker
• Strong negotiation skills
• Self-motivated and ability to motivate a team
• Skilled in effective time management and prioritization
• High level of resilience and experience of working under pressure.
• Excellent decision making and problem-solving skills
• Proven experience of managing a team
• Proven front line supervisory experience
• Effective supplier relationship management
• Good working knowledge of BA operational systems and MS Office
• Effective communication with internal and external partners and customers
• Basic understanding of budgetary control and BA financial processes desired
• Ability to multi-task in a dynamic environment