Customer Service Manager - Aviation​/Airlines

Key Responsibilities

Centre point of contact for all communications with airlines maintaining constant communication with all stakeholders Implement health and safety protocols for inflight services guarantees overall quality compliance Coordinate with catering team to ensure quality food service consistency and a platform for delivering excellent quality Manage the scheduling and rostering of inflight staff Lead by example and foster a positive work environment Oversee the daily operations of inflight services Manage and lead a team of inflight attendance Develop and implement service protocols and standards Ensure compliance with safety and regulatory requirements Coordinate with other departments to ensure seamless service delivery Monitor and evaluate the performance of inflight staff Handle passenger complaints and resolve service issues Conduct regular training and development programs for staff Manage the inflight services budget and resources Implement continuous improvement initiatives Ensure the availability of necessary inflight supplies and equipment Prepare and present reports on inflight service performance Develop and maintain relationship with vendors and suppliers Ensure highest level of customer satisfaction Stay updated with industry trends and best practices Implement health and safety protocols for inflight services Coordinate with the catering team to ensure quality food service Conduct regular audits and inspections of inflight services Keep track of actions implementations follow-up progress Follow-up with Menu Design team for development of menu at the request of customer Builds strong relationships while acting as a liaison between the customer and corporate office Collaboration with other departments to achieve organizational goals Monitor the flight preparation to ensure that all internal timelines are met Support to all stakeholders as per the requirements Overseeing day-to-day operations of the customer service team Establishing department standards and procedures Setting customer service objectives and goals Compiling and analysing data to measure performance Reporting on department performance to upper management Conducting market research to stay up to date on trends Take the lead in the creation and improvement of scalable robust and streamlined business processes to meet the short and long-term business needs Evaluate staff performance and recommend appraisals termination renewal and promotions in due time to determine required training needs Continuously improve the performance of the department by means of audits checks and briefings ensuring cost quality service safety and compliance

• Minimum 5 years of experience in inflight services or a similar role
• Bachelor’s degree in hospitality, Aviation Management, or related field
• Strong leadership and team management skills
  
  Excellent communication and interpersonal skills
• Ability to work in a fast-paced and dynamic environment
• Strong problem solving and decision-making abilities
• Knowledge of safety and regulatory requirements in aviation
• Experience in budget management and resource allocation
• Strong organizational and multi-tasking skills
• Ability to handle stressful solutions calmly and effectively
• Attention to detail and a commitment to excellence
• Must be fluent in written and spoken English, proficient in Microsoft office functions.