Customer Service Duty Manager

Overview

People. Passion. Pride. This has driven our teams since 1833.

Since that time, we have developed to become a critical partner in the global aviation industry, delivering time-critical logistics services at over 300 locations in 65 countries, across 6 continents.

But at the heart of our business is our people.

Role Purpose

As a Menzies Aviation Customer Service Duty Manager, you will be directly responsible for overseeing customer service operations on their shift. The Duty Manager will take accountability for safety, resource management, operation standards, policy implementation, client relations, and financial performance of their shift. This individual must adhere to Menzies Aviation uniform guidelines and codes of conduct.

• Full accountability to the Customer Service Manager for Health & Safety issues, operational and financial performance of their shift
• Planning resource allocation in each business unit for their shift
• Routine liaison with customer representatives
• Liaison with internal and external customers and agencies
• Producing routine reports
• Support the development of business units with accurate and timely project work
• Ensuring compliance with all internal and external operational and administrative requirements
• Perform as a mentor to other employees
• Required to attend the mandatory training imposed by the Company and Airlines as per job role
• Provide training to employees in accordance with Company and Airline standards
• Complete investigations and report compliance to the Sr. Management Team.
• Handling of all employee related issues, focusing on improving performance, professional conduct and ensuring attendance reliability.
• Duties as assigned.

Safety, Security, Wellbeing and Compliance

You will have a responsibility and duty while at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

What we are looking for

• Excellent leadership and people management skills  
• Extensive management and/or support service experience, preferably in Customer Service. 
• Strong communication and interpersonal skills balanced with a high level of confidence to influence and present at all levels. 
• Interpersonal skills: Independence, decisiveness, and the ability to work accurately and independently of immediate support.  
• All applicants must hold the requisite employment authority to work in the USA. 
• Must be at least 18 years of age. 
• Must have a current valid US driver’s license.  
• Ability to proficiently read, write and speak English. 
• Able to remain calm under pressure. 
• Must be comfortable lifting 70lbs.  
• Must pass pre-employment drug screening. 
• Must pass FBI background check and obtain US Customs seal. 
• Must be available and flexible to work variable shifts including weekends and holidays. 

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

If this role is ticking all the boxes for you, please click apply now!

Education

High School or better