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Area Customer Service Manager North East Europe
Looking for a challenge in one of the world’s largest airfreight logistics organisations and a FTSE 100 company?
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.
Role Details
| Job Grade | Cargo Management Team |
| Department | Customer Service E |
| Location | Europe Mainland |
| Employment Status | Permanent |
| Employment Contract | IAG Cargo / BA Contract |
| Number of direct reports: | Up to 20 |
| Reporting to: | Regional Customer Service Manager Europe & Cuba |
THE ROLE
To lead and develop the reporting staff and suppliers in an operational environment. To manage area processes, procedures and service levels within both operational health and safety and statutory regulations. Deliver customer satisfaction and champion this in all parts of our business. This role overseas the relationships with all of the Operating Companies (OpCo’s) and has an indirect reporting line to them.
Stations
DME, WAW, PRG, KBP, LED, BUD, SOF, BEG, BTS, KRK, WTO, ZAG, ALA.
Key Responsibilities
Financials
- Manage and review P&L by station and supplier. Deliver agreed FP in line BP initiatives, manage spend and contract expiry through proper market evaluations, timely CIA submission for all stations. Review contracts and supplier performance, Fully compliant with OpCos requirements example BASI for BA.
- manage 50 invoices per month including reconciliation, accuracy check and approving them.
Supplier management
- Deliver monthly GHA performance reviews, manage invoices for services provided to IAGC, extend GHA capability to customers to maintain customer loyalty. Review E2E processes quarterly,
DUTIES
- Responsible for the delivery of customer service standards (RCS, FAP, NFD and RAP) locally.
- Responsible for End-to-End Process.
- Interact with Regional Manager, ACSMs and GHAs, as well as with external customers and commercial colleagues worldwide.
- Takes responsibility for GHAs performance and Service Quality making sure that contract guidelines are being performed and met.
- Manage relationships; customers, Customs authorities and commercial partners.
- Ensure suppliers deliver within agreed SLA and review performance as contractually required.
- Meet conformance targets and provide performance reviews.
- Review operational performance, identifying shortfalls and implementing short and long-term corrective action, focusing on maximum efficiency
- Manage all aspects of compliance and conformance and communicate updates to regulations and policies as appropriate; network regulations, airport and company security, health and safety and customs. Support audit processes
- Comprehensive knowledge of business and operating systems in their process area.
- Operate within budget constraints
- Identify opportunities for change and continuous improvement and report as appropriate
- Frequent interface with GSA (General Sales Agents), sales executives and telephone sales teams to ensure delivery of agreed service levels.
- Develop structured and meaningful relationships with key service partners / suppliers (e.g. freight forwarder, GHA), to ensure full understanding of customer requirements and acts as a platform, supporting sales’ and marketing’s objectives thus improving contribution.
- Communicates business issues / customer feedback and ensure staff understand the business environment.
- Lead and motivate colleagues at various stations to enhance customer focus and service
Compliance
- perform a min of 4 x CSAs per month above 100k stations all others quarterly
- attend & manage 1 corporate audits (or officially named EASA Audits which are risk based in terms of frequency. Frequencies are 6 months, 12, 18 & 24months. I have used the annual figure for simplification) per annum for each OpCo (up to 4 per year per station)
- attend & manage 13 NSC audits per six months (These are also risk based and follow a similar pattern: 6, 12, 18 and or 24months) Excluding the 30day follow up period to put corrective steps in place and close any findings
- Manage all aspects of compliance and conformance and communicate updates to regulations and policies as appropriate; network regulations, airport and company security, health and safety and customs. Support audit processes.
IAGC representation
- Manage relationships; IAGC Internally (all OpCos), Customers, Customs authorities and commercial partners.
This role could be based in other European stations
A requirement of this role is to have the Right to Live and Work in the UK and Europe
To apply for the position of Area Customer Service Manager North East Europe, please use the ‘apply now’ function.
