HUB Contact Centre and Premium Services Manager

Looking for a challenge in one of the world’s largest airfreight logistics organisations?

At IAG Cargo, we’re in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche.

As the logistics and cargo brand of International Airlines Group, you’ll work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling.

As well as helping to keep the world’s economies turning, we believe in building a great place for our colleagues to work. Our people are determined, curious, collaborative and take huge pride in everything they do.

The role:

HUB Contact Centre and Premium Services Manager

The Hub Contact Centre and Premium Services Manager plays a significant role within an organization fully focused in Customer Experience, managing procedures and service levels to ensure an excellent Customer Experience and the delivery of exceptional customer service and an optimum Premium Service to our Customers.This role requires a dynamic leader who can efficiently manage a team, drive performance metrics, and continuously enhance processes to elevate the Cargo Customer Experience. The manager will collaborate closely with cross-functional teams to achieve company objectives and uphold the highest standards of service excellence.

What you’ll do:

• Recruit, train, and manage CSU and CSU Premium team.
• Cultivate a positive and collaborative team culture that encourages employee engagement and professional growth.
• Leading two teams:
  • CSU (Customer Support Unit) provides Customer support services by tracing shipments and solves issues about shipments that did not fly as booked within the IAG Cargo network and through Spanish HUB.
  • CSU Premium team to monitor the most valuable products (Valuable, Animals, Human Remain, Critical) to ensure it flies as planned and to ensure animal welfare and health.
• Key position in the implementation and development of IAG Cargo’s Customer Experience strategy for across the end to journey, covering all aspects concerning the customer satisfaction, managing and overseeing customer centric initiatives aimed at improving our Customer Experience.
• To ensure that all customers receive the best end to end experience whilst delivering a commercial outcome.
• Engage with all business Areas to proactively advocate customer centric solutions to elevate all communication with the customer to an exceptional level.
• Identify shortfalls and implement short, medium, and long-term corrective actions. Focus remains in a forward planning context to maximise efficiency ensuring all aspects of Service Delivery to IAGC customers.
• Comprehensive knowledge of business, operating systems and cargo regulations in their process area.
• Collaborate with Commercial to ensure that product development and sales initiatives can be delivered in line with customer expectations and forward planning.
• Frequent interface with sales executives and telephone sales teams – aligned to agreed commercial objectives within each customer group – to ensure delivery of agreed service levels.
• Support to the Commercial Managers on new business opportunities, providing the service needed to grow in the area and attract new customers.
• Communicates business issues / customer feedback and ensure staff understand the business environment.

What you’ll bring to IAG Cargo:

• Entrepreneurial, energetic with a proactive attitude
• Commitment to high level of confidentiality
• Able to communicate effectively, both orally and writing Spanish and English
• Self-motivated, takes ownership and responsibility for making things happen
• Excellent leadership and communication across various teams.
• Good team working skills.
• Strategical thinking.
• Advanced analytical skills, able to identify improvement opportunities.
• Managingchanges and continuous improvement processes
• Displays confidence and resilience, demonstrating energy to achieve results and delivering on commitments.
• Able to prioritize competing demand to deliver best value to the team and business.
• Extensive commercial knowledge and how the relationship with operations is linked to deliver the right customer experience.
• Able to manage multiple and sometimes conflicting tasks to a consistent standard/quality.
• Strong planning, organizational and time management skills
• Ability to operate effectively in a diverse multicultural environment.

Qualifications:

• A degree or equivalent experience within a customer support function of a global organisation
• Spanish and English, both spoken and written.

Your experience:

• Possess comprehensive knowledge of regulatory and legislative experience of using Cargo software and tools or proven ability to learn.
• Knowledge of airline operational environment
• Previous experience in management or supervisory functions, operational experience

Desirable Experience

• Possess comprehensive knowledge of regulatory and legislative procedures.
• Background in the air transport industry, passenger, or cargo.

What we offer:

Wherever you work within IAG Cargo, you’ll play a part in connecting people and countries and join a diverse and inclusive business that’s making a difference to the future of aviation.

Colleagues working for IAG Cargo:

• Benefit from attractive and competitive rewards aligned to the local market and role.
• From the day you join us, you’ll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
• Work with diverse colleagues in a business that truly values inclusion and diversity.
• Are valued for their ideas and opinions.
• Benefit from opportunities for development and progression.
• Are able to support communities across the world, and close to home.
• Work in an environment in which safety and wellbeing are paramount.

Equity, Diversity and Inclusion

Our recruitment procedures positively support our equity, diversity, and inclusion agenda.

All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.

Please advise us if you require any reasonable adjustments to take part in the recruitment process so we’re able to remove any barriers that may present themselves.