British Airways Jobs Careers 2023 : Customer Service Manager Vacancy in Dubai UAE

At IAG Cargo we are in the business of moving things. From antibiotics to rhinoceros, gold bullion to avocados and everything in between. Whatever people need, wherever they are. In an era of digital screens and closed borders, we open the skies and fly the world to bring people the things they really need.

As the logistics and cargo brand of the International Airlines Group, you will work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling as we build and shape a new logistics company. We believe in a world that is always moving, with values that underpin our business. By always delivering, always improving, always working as one team and always with integrity, we are creating an inclusive business that works for its customers and its colleagues around the globe.

The role

This is an exciting opportunity to join our worldwide operations team in the important role of Customer Service Manager Dubai and Kuwait East (CSM). The CSM is responsible for enabling the delivery of World Class Customer Service through strong supplier, people and conformance management, always operating in a safe and secure environment whilst supporting the commercial team in delivering their QNNR targets and ensuring strict adherence to cost budgets. The CSM leads and develops the staff and suppliers in an operational environment, managing area processes, procedures and service levels. The CSM manages a team of dedicated GHA/IAGC staff and ensures complete adherence to all prescribed operational, health & safety and security standards. They also drive maximum value from our Ground Handling suppliers by ensuring delivery to the contract and SLA. The Middle East is a complex area and the role holder will need strong organisational, influencing and collaboration skills. The operations involve line flights, trucking and interline transfers. The security, supplier and regulatory context is challenging.

Key accountabilities

Responsible for the delivery of customer service standards from your stations.

Ensures compliance to IAGC, Group and aviation security processes.

Responsible for GHAs performance and service quality.

Be a Customer champion and demonstrate a strong drive towards Customer satisfaction in all parts of our business.

Work jointly with Commercial team to address issues.

Operate within Budget constraints.