Terminal Services Manager Permanent,
Full Time Hours
Role: Customer Service Excellence consistently delivered exceeding expectations and required standards of our Customer Airlines and their Guests on their journey through Dublin Airport.
Reporting to: Station Operations Manager
Job Functions:
* Deliver Customer Service Excellence in all aspects of the Passenger Services Department [Check-in, Boarding, Arrivals and Ticket Desk] in line with Airline Customer Service indicators.
* Manage Passenger Services Department to ensure adherence to company policies.
* Ensure all key stakeholders are aligned and informed to ensure appropriate operational readiness and optimum performance.
* Develop and implement robust communication forums that ensure all are briefed in a clear and unambiguous way.
* Ensure Service Level Compliance Delivery in all aspects of the PSD operation.
* Forge and maintain positive robust long term customer relationships.
* Project Plan new business set ups with airline partners to fruition.
* Develop department specific scorecard for KPI measurements.
* Present department performance both internally and externally in a controlled manner with detail on positive performance delivered and areas for improvement.
* Strategize and Action Plan departmental change and initiatives as required.
* Develop department SOP's in line with Training/GOM and airline specifics.
* Department briefings held daily with key Management figures / Supervisors.
* Partake and manage departmental budgets in conjunction with Finance Department.
* Monitor airline investigative reporting timeliness and follow up action plans.
* Identify, benchmark and deliver appropriate industry improvements and innovations in terminal processes including exploring all technological developments that may enhance the operation.
* As part of the wider management team engage with stakeholders in a structured, process driven and professional way.
* Coach, Mentor and Develop talent for high performance and succession planning.
* Build staff morale, incentivise and compound positive performance and behaviours.
* Monitor and assess staffing levels in each department and ensure seasonal increases/decreases are executed in a timely manner.
* Identification of process improvements within the PS departments.
* Other duties as may be assigned from time to time.
Requirements
Key Performance Indicators:
* You must have a minimum of 5 years Customer Service Management experience.
* Must have a minimum of 3 years of aviation experience within a similar position.
* You must truly believe and have demonstrated examples of Service Excellence.
* Proven leadership skills with strong decision making ability.
* 3rd Level Qualification in Management Leadership desirable.
* Excellent Attention to Detail and Organisational Skills.
* Ability to work well under pressure.
* Computer Literacy.
* Highly safety and security Conscious.
Benefits
Salary: DOE #J-18808-Ljbffr