Head Of Customer Service

Job content

Role Title: Head of Customer Operations

Department: Operations

Responsible to: Operations Director

Location: Leeds, Untied Kingdom

Salary: £60,000 per Annum

We are now searching for a motivated, head of customer Operations to join our Airport client. This position will be responsible for shaping the end-to-end experience of the Airport, delivering across critical engagement stages of the customer journey.

Head of Customer Operations will be accountable for KPIs across the customer journey, lead on customer experience strategy and take responsibility for planning, developing and managing portfolio of activities.

Leading on overall customer communication and engagement plans aimed at measurably increasing conversion rates at all stages of enquirer and applicant journey, it is essential that the role holder is able to provide innovative ideas to develop experiences that showcase our brand.

Head of Customer Operations will be responsible for ensuring that customer satisfaction across all engagement points is paramount, and will need to embed relevant measurements across a range of events and customer focused activities. Understanding of a competitive environment, customer needs and the ability to work creatively and lead with strategic goals in mind are essential to the success of the Airport.

Principal Accountabilities / Main Responsibilities:

• Budget responsibilities - Effective allocation of a significant budget aligned to strategy development and annual planning
• KPIs, reporting and measurement - Take full ownership of key performance indicators relevant to particular stages of customer engagement, compliance and UK regulation.
• Drive the development of a reporting/meetings framework and tracking of results

Customer Experience and Relationship Management:

• Developing holistic customer journeys and shaping all customer touchpoints in order to drive customer conversion rates across all stages of engagement.
• Drive opportunities to transform the customer journey and experience.
• Provide customer service standards and establish KPI’s to monitor performance.
• Support a CRM strategy delivering a multi-channel proposition.
• Promote engagement in all teams driving customer experience throughout the community
• Lead on the development of customer benchmarking tools and analysis, to understand activities undertaken by competitors with a focus on recruitment, events, communication and overall customer touch points.
• Liaise with key operational stakeholders, Commercial, Airlines, Handling agents to deliver a seamless customer experience.

Customer Services:

• Accountable for planning, directing and overseeing all staffing, within PRM, car park operations & airport control room.
• Accountable for ensuring the Airport is submitting the provision of PRM data on a regular basis to the CAA in line with CAP1228 and current SLA, measurements, standards required to operate.
• Provide an outstanding PRM service offering a compliant quality product to customers that require reduced mobility support services.
• Responsible for planning, directing and overseeing the operations of the cleaning department within the terminal building.
• Accountable for the management of the terminal relevant to the customer journey, supported by a team of Airport Duty Managers.

If you meet the criteria above and are interested to apply hit the button shown. If you would like to learn more please apply or call a member of our team on 00441392241335.

TARCG is The Aviation Recruitment & Consulting Group. TARCG is acting as an Employment Business in relation to this vacancy.

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