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About the Role

The Senior Customer Support Manager will lead and oversee the customer support function, ensuring exceptional service delivery and customer satisfaction through our Customer Support Centres. This role involves leading a global team of Customer Support Managers and support teams, including specialist teams managing claims or recovery, and teams responsible for specific overseas hubs.

Responsibilities

• Drive the customer agenda across all customer support teams and lead initiatives to drive efficiencies.
• Set the global standard, including SLAs, for handling day-to-day customer queries, issues, and booking support.
• Analyze SLA performance data and ensure corrective actions are delivered across the business.
• Address and resolve escalations and complaints.
• Identify opportunities for process improvements and implement and maintain best practices.
• Act as the accountable business owner and lead initiatives to enhance customer support operations and delivery.
• Foster a positive and collaborative work environment, ensuring smooth communication between Customer Support teams, Operational, Legal, and other teams.
• Embed a customer-centric mind-set throughout all Customer Support teams globally.
• Prepare and present regular reports and dashboards to senior leadership on customer support performance and metrics.
• Use customer insight and root cause analytics to identify company-wide improvements and present these to the board/senior stakeholders.
• Continually improve overall customer experience with innovative thinking and focus on using technology where applicable.
• Develop high performing teams through performance management, personal development, and coaching, embedding brand values.
• Identify new tools and technologies to better serve the customer.

Requirements

• Strong leadership with a passion for customer service.
• Proven track record in delivering in a global environment with a customer-centric approach.
• Customer Support strategy development and deployment.
• Proven experience in a senior customer support role, preferably within the logistics or cargo industry.
• Ability to analyze data and drive performance improvements.
• Change Management.
• Strong Stakeholder Management skills.
• Takes a collaborative approach.
• Can navigate ambiguity effectively.
• Able to effectively build relationships and teams.
• Excellent communication and negotiation skills.
• Evidence of well-developed leadership skills.
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Proven management and/or relationship management experience at a senior, strategic level role.
• Established track record of exceeding targets, KPI’s SLA’s, in a quality-led environment.
• Able to interpret MI/BI and develop strategy and make recommendations.
• Demonstrate ability to motivate and communicate with others at all levels.
• Influential relationships skills at all levels, able to use these relationships to deliver customer experience improvements.
• Knowledge of regulatory requirements and industry standards.
• Able to adapt and succeed in a changing environment.

Skills

• Customer Support strategy development and deployment
• Senior customer support role experience
• Logistics or cargo industry experience
• Data analysis
• Performance improvement
• Change Management
• Stakeholder Management
• Collaboration
• Ambiguity navigation
• Relationship building
• Team building
• Communication
• Negotiation
• Leadership
• Strategic focus
• Customer focus
• Market issue understanding
• Management experience
• Relationship management experience
• Exceeding targets, KPIs, SLAs
• Quality-led environment experience
• MI/BI interpretation
• Strategy development
• Recommendation development
• Motivation
• Interpersonal communication
• Influential relationships
• Customer experience improvement
• Knowledge of regulatory requirements
• Knowledge of industry standards
• Adaptability
• Success in changing environments

Location

• Global

Work Type

• Hybrid

Experience Level

• Senior
• Management
• Strategic level

Salary/Compensations

• Competitive salary

Benefits

• Generous bonus
• Pension
• Life Assurance
• Personal Accident Insurance
• Staff discounts at hotels
• Staff discounts at car hire
• Staff travel flights
• Free fruit
• Subsidised on-site canteen
• Onsite staff parking
• Electric charging points
• Free airport parking
• Up to 75% discount on the Heathrow Express
• Access to a market-leading learning platform
• Language courses
• Free onsite gym facility
• Access to the UNMIND app
• Community of Mental Health First Aiders
• Discounts on Apple
• Discounts on Cinema tickets
• Perks at Work
• Flexible bank holiday policy

About the Company

• IAG Cargo is one of the world’s largest airfreight logistics organisations.
• We are in the business of moving things, opening the skies and flying the world to bring people the things they really need.
• We are the logistics and cargo brand of International Airlines Group (Aer Lingus, British Airways, Iberia, Level and Vueling).
• We believe in keeping the world’s economies turning, and do everything with determined attitudes, curious minds, collaborative actions and heartfelt pride.
• We are building a great place to work for colleagues and customers alike.

Equal Opportunity

• Our recruitment procedures positively support our equity, diversity, and inclusion agenda.
• All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.
• Please advise us if you require any reasonable adjustments to take part in the recruitment process so we’re able to remove any barriers that may present themselves.