To support the Customer Experience team, we are looking to recruit a Airport Duty Manager to join Leeds Bradford Airport, to assist in providing and Outstanding Customer Experience.
Main Responsibilities
Safety/security and regulatory compliance
Completion of the following:
- Compliance checks
- Local Audit processes
- Completion of Fault Report/SIR (safety incident report) and data compliance forms
Performance Management
- You will take an active part in driving our teams at LBA in delivering the expectations to our customers.
- Attendance of regular meetings with partners to manage, review and ensure delivery of LBA expectations in line with agreements in place and will require regular robust audits, data collection and any relevant trackers to be completed.
- Ensure the cleaning standards are delivered to the schedule and the work carried out is assessed on a regular basis
Leadership
- Be the Key Person in the Terminal to drive performance
- Be a responsible person in the terminal for all activity day to day.
- Taking control of the terminal failures, (Evacuations, baggage belts), ensuring each scenario is being managed and all relevant parties are informed.
- Control of delays, diverts and disruption, updates to senior teams.
Emergency Orders
- To adhere/deliver orders and act as a key contact in the event of an emergency within the airports campus (Managing, communicating and co-ordinating).
- Trained on Fact24, enabling to support the opening of IMC (incident management centre) during an incident
Risk Management
- Ensure all observations are reported/followed up and due focus given
General administration
- Complete handover from shift to shift
- Proactive task allocation and planning
- Good housekeeping
- All reports are generated with timescales issued
Customer Experience
- Manage and control customer expectation for the full Airport customer Journey.
- Support all teams with service delivery
- Be the customer in all you do.
- Be the voice of the customer and the airport to ensure customer expectations are met
- Work with Partners to deliver an outstanding customer journey.
Person Specification
Health and safety knowledge-
Customer service skills or qualifications
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Commercial awareness
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Pro-active and have a ‘Can Do’ attitude
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Self-motivated
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Team player
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Leadership skills
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Work alone in stressful environments
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Working shifts, based on 24/7 cover
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Good written/verbal communication skills
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Good computer literacy
Due to security checks required for this role, all candidates will be subject to a basic criminal record check and must be able to provide a continuous five year checkable work history with verified gaps in employment. Full details and dates of all periods of employment/unemployment/education must be provided for the previous five years.
If you are interested in applying for this role, please forward your CV and Covering Letter to [email protected].
Closing date for all applications is 21st April 2023