Customer Service Manager

at  Worldwide Flight Services

ARE YOU KNOWN TO BE ADAPTABLE AND CAPABLE OF MANAGING COMPLEX, HIGH-PRESSURE SITUATIONS, OFTEN ON A GLOBAL SCALE?

Then we have an exciting opportunity for you to join our Customer Engagement Team at WFS Edinburgh. As a member of the team, you will play a crucial role in ensuring high-quality service delivery and maintaining strong customer relationships.
Applying for this position means you have excellent customer service management experience with strong operational oversight abilities.

YOUR MAIN RESPONSIBILITIES ON A DAY TO DAY BASIS WILL BE:-

• Provide Customer, Airline Customer Representatives and Officials with a high standard of service as the liaison person between Airline, Airline’s Customers and WFS.
• Manage all aspects of vendor engagement including agreement of contracts - commercial agreement and working within SLA’s agreed with Airlines.
• Take lead on all Customer and Regulatory audits.
• Attend regular meetings with business partners.
• Ensure Quality Assurance and self-auditing of staff performance.
• Allocate tasks to warehouse staff, communicating prioritisation where necessary.
• Manage the flow of goods in/out of the warehouse, utilising full capacity of warehouse.
• Ensure WFS SOP’s are followed along with correct operational processes as per the WFS CC Security Program.
• Promote and maintain positive H&S culture within the warehouse.
• Maintain highest levels of security in line with CAA/WFS requirements.
• Manpower planning, managing warehouse and office shifts.
• Ensure mandatory training requirements are being met.
• Accurate and timely completion of daily/weekly/monthly reports to Operations Manager.
• To carry out any other task deemed necessary and reasonable by the company.

TO BE SUCCESSFUL IN THIS ROLE YOU WILL NEED:-

• Excellent communication skills with a good command of the English language to communicate effectively and professionally.
• Industry experience in aviation and/or logistics, preferably in customer service or opeations roles wit knowledge of airport operations, cargo handling, logistic processes and supply chain management.
• Knowledge of industry regulations like TSA/IATA and CAA.
• Leadership experience with strong interpersonal skills.
• Problem solving skills to resolve issues when handling customer complaints.
• Excellent planning and organisational skills with attention to detail, ensuring accuracy in communication and compliance with all procedures.
• Management experience would be an advantage.
  Please note that if you are offered this position, you will be subject to a background check including a criminal record check, 5 year employment history and a drug & alcohol test.