Customer Operations Manager
Welcome to British Airways, the leading airline in the UK. We are currently seeking a highly motivated and skilled individual to join our team as a Customer Operations Manager. As the face of our company, you will play a crucial role in ensuring our customers have a seamless and enjoyable travel experience. This role requires a strong leader who is passionate about providing exceptional customer service and has a sharp eye for detail. If you are ready to take on this challenging yet rewarding role, read on to see if you have what it takes to be a part of our dynamic team.
- Oversee and manage daily operations of the customer service department, ensuring efficient and effective service delivery to all customers.
- Develop and implement strategies to enhance the overall customer experience, including streamlining processes and procedures.
- Train, manage and motivate a team of customer service representatives to consistently meet and exceed performance targets.
- Monitor and evaluate customer service standards, identifying areas for improvement and implementing corrective actions.
- Handle and resolve escalated customer complaints and issues in a timely and professional manner.
- Collaborate with other departments to ensure a seamless and cohesive customer experience across all touchpoints.
- Maintain a high level of knowledge about the airline industry, company policies and procedures, and flight schedules to provide accurate and up-to-date information to customers.
- Develop and maintain relationships with key stakeholders, including suppliers, partners, and other departments within the company.
- Conduct regular performance evaluations and provide coaching and feedback to team members to promote their professional growth.
- Ensure compliance with all relevant regulations, including safety and security protocols, to maintain a safe and secure environment for customers and employees.
Strong Communication Skills: The Role Of A Customer Operations Manager At British Airways Requires Excellent Communication Skills To Effectively Interact With Customers, Staff, And Stakeholders. This Includes Both Written And Verbal Communication, As Well As Active Listening Skills.
Leadership Experience: A Customer Operations Manager Must Have Proven Leadership Skills To Effectively Manage A Team Of Customer Service Representatives. This Includes The Ability To Motivate And Inspire Team Members, Delegate Tasks, And Provide Feedback And Support When Needed.
Customer Service Experience: British Airways Places A Strong Emphasis On Providing Exceptional Customer Service. Therefore, A Strong Background In Customer Service Is A Must For This Role. This Includes Experience In Handling Customer Complaints, Resolving Issues, And Maintaining High Levels Of Customer Satisfaction.
Problem-Solving Abilities: As A Customer Operations Manager, You Will Be Responsible For Handling Complex And Challenging Situations. Therefore, Strong Problem-Solving Skills Are Essential. This Includes The Ability To Think Critically, Analyze Data, And Make Decisions In A Timely Manner.
Aviation Industry Knowledge: A Thorough Understanding Of The Aviation Industry And British Airways' Products And Services Is Crucial For A Customer Operations Manager. This Includes Knowledge Of Airline Operations, Regulations, And Industry Trends, As Well As A Passion For The Airline Industry.
Data Analysis
Communication
Time Management
Multitasking
Organizational Skills
Conflict Resolution
customer service
Team Leadership
Problem-Solving
Adaptability
Decision-Making
Attention
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
Interpersonal Skills
creativity
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Customer Operations Manager in London, UK is between £30,000 to £50,000 per year. This may vary depending on the specific industry, company size, and individual experience and qualifications. Senior level positions in this role can earn upwards of £60,000 per year.
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British Airways is the flag carrier and the largest airline in the United Kingdom based on fleet size, or the second largest, behind easyJet, when measured by passengers carried.
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