Customer Service Duty Manager

2 weeks ago


Cape Town, South Africa British Airways Full time

Customer Service Duty Manager

As a Customer Service Duty Manager, you will be responsible for overseeing the day-to-day ground operations for British Airways. You will lead the ground handling team, ensuring that they are providing exceptional service in a safe and secure manner to our passengers at all times. You will be responsible for handling any escalated ground handling issues and ensuring that they are resolved quickly and efficiently.

You will support the Airport Manager South Africa (APM) in the delivery of the British Airways operation, ensuring corporate and legislative safety and security standards are adhered to, monitoring local Service Level Agreements and performance managing all local suppliers. You will provide deputy reporting official coverage in the event of any serious/accident involving British Airways. You will be required to develop and own relationships with authorities, British embassy, etc., and to support the APM in representing British Airways in various forums.

To be successful in this role, you will need to have excellent communication and leadership skills. You should be able to remain calm under pressure and be able to make quick decisions in a fast-paced environment. You should have a strong understanding of ground handling best practices and be able to coach and mentor your team to success.

**Requirement



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