Auckland Airport stands proudly as the gateway to Aotearoa, welcoming travellers beginning their journeys, farewelling Kiwis to new destinations, connecting businesses and workers to new opportunities, and celebrating partners and investors who back us along the way. We have ambitions to be a global hub and a comprehensive development programme to deliver this vision.With so many moving parts to keep the airport precinct running, it's our collaboration and passion that keeps everything together. This is what our culture and heritage have been built on. When you work with us, you'll share our ambition to be a great New Zealand business, and one that's making a strong contribution to the wellbeing of our communities and economy.About the roleWe are looking for a Customer Service Manager to join our Customer Service team within the wider Operations Team. As a Customer Service Manager, you will be required to will lead and coach the front-line customer service team that consists of permanent Customer Service Hosts, Customer Service Specialists and Senior Customer Service Specialists.This role is challenging in that it involves a diverse shift-based workforce, working with and balancing the needs of multiple stakeholders, ensuring compliance with Health Safety & Wellbeing requirements whilst always delivering the highest level of customer service and maintaining an optimally-sized team.Your key responsibilities are:Lead the Customer Service (permanent workforce) team, which includes delivery, performance, and development, identifying training needs, adherence to service standards and expectations, and ensuring compliance with Airport regulations.Ensure team members are cross trained throughout the Customer Service team to ensure ultimate coverage of all front-facing and customer interface roles. Specifically, around delivery of Customer Welfare and Care in the event of emergencies or significant events, including when the Operations Emergency Centre is open.Provide team members with the required process, procedures, manuals, and on the job training to ensure the team members provide the expected service standard to all customers at Auckland Airport.Complete all reporting required, including providing insights, to assist the wider Airport and Customer team with making informed decisions relating to Customer Service.Identify, mitigate, and respond appropriately in a timely manner to any issues relating to the guest experience that could impact on Auckland Airport's brand.Working alongside the Customer Service Managers – Terminal Presentation, ensure the team are familiar with the Terminal Presentation Standards. This includes familiarising with the key performance indicators of the providers to the terminal, such as Engineering Services, baggage trolley providers, cleaning and hygiene product providers and exterior maintenance.Ensure the team can provide useful guidance to the Customer Service team on repairs and maintenance required in the terminal including, if required, the completion of fault reporting.Complete all team rosters, circuit rosters and shift cover replacements, ensuring that the business maintains an optimal resourcing level.What you'll bring to the roleAt Auckland Airport, we are a busy hive of activity, and a lot of what we look for is how you would align with our values Respectful , Collaborative , We Care , Integrity and Exceptional .To ensure your success in this role, you will need:2-5 years' previous experience in a people leadership position and/or 5+ years' experience working in either an Operational or Service based industry.Experience in managing a volunteer or flexible roster work force, specifically relating to roster management. Experience using Kronos will be highly valued.Experience working with multiple or complex stakeholders with excellent relationship building skills at all levels of the organisation.Demonstrable experience in writing quality process, procedures, and training manuals.Excellent understanding and passion for customer service.Strong planning and organisational skills including the ability to juggle conflicting priorities in a busy, constantly changing environment.Sound business writing and verbal communication skills.About usFrom the arrival of the Tainui Waka into the Manukau Harbour, Auckland Airport has always been a place of journeys. We stand proudly as the gateway to Aotearoa, welcoming travellers beginning their journeys, farewelling Kiwis to new destinations, connecting businesses and workers to new opportunities, and celebrating partners and investors who back us along the way.E mahi ana matou mo Aotearoa. We are working for New Zealand.Auckland Airport is more than just a business. It's a truly unique place with an important role to play in New Zealand's recovery. Together we're its custodians, knowing that the work we do has the power to create positive change for our customers, the community, the environment and for the prosperity of Aotearoa. We're all about creating a sense of place where everyone can thrive, and one where others aspire to work. We're a diverse and inclusive workplace and welcome people from all walks of life.Whiria te tangata. Our values weave us together. They're what we stand for, who we are and how we act.Apply todayIt's our collaboration and passion that keep everything together. This is what our culture and heritage have been built on. When you work with us, you'll share our ambition to be a great New Zealand business, and one that's making a strong contribution to the wellbeing of our communities and economy.If this role sounds like you, we'd love to hear from you. Apply online now.#WeAreAucklandAirport#aviationcareers#MakingJourneysBetterYour application will include the following questions:Which of the following statements best describes your right to work in New Zealand?How many years of people management experience do you have?What's your expected annual base salary?How much notice are you required to give your current employer?Are you willing to undergo a pre-employment medical check?Report this job advert Don't provide your bank or credit card details when applying for jobs.#J-18808-Ljbffr
