What will you do in the role?
Supporting your Manager, you will work as one team with internal & external stakeholders to ensure your team delivers VIP industry-leading customer service to our all-important customers during their airport journey.
You will be provided with comprehensive training to ensure you:
Create memories for our customers while managing a fast-paced and busy airport environment, working closely with the management team from our award-winning airline Jet2.com.Take responsibility for managing any flight disruption, serious emergencies & customer escalations using our in-house digital systems.Create & issue the monthly rosters alongside our UK-based planning team in line with our SLA's and budget.Be present for your team by hosting scheduled in-person & virtual team meetings, delivering training to new and existing members of your team, and holding individual monthly 1-1 performance and welfare meetings with your team members.Collaborate with the Destination Manager, Agent & Transfer Provider, analysing MI & customer feedback daily to drive results and improve CSAT's and OTP performance as needed.
Our Airport Team Leaders are well-organised and have a flexible approach to the operation.
Working hours will vary each month and will include early starts, late finishes, split shifts & working weekends.
As part of our management team, you will also be on call to support with disruption, serious emergencies, and resolving customer escalations, which is a key part of the role.
Our Airport Team Leaders have a genuine passion for the airport experience and always empower their team to deliver outstanding customer service.
In this position, you will effectively manage performance including coaching and development as well as perform a variety of HR tasks.
You will also possess the ability to deliver under pressure, analyse MI and data, support your team, have a positive friendly attitude, and be confident in IT processes and skills to use in-house digital systems daily on a laptop.
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