As the nation’s flag carrier, we take great pride in connecting Britain with the world and the world with Britain.
It’s something we’ve been doing for over 100 years, ever since we launched the world’s first international scheduled air service between London and Paris.
This originality has been in our blood since day one. It’s the spirit we share with the people that fly with us, our partners, and our colleagues.
So, whether you are a reassuring voice on the end of a phone, a smile at the door, under a wing keeping the turbines spinning or landing us gently in far-flung places, a job at British Airways is yours to make.
We know great things can happen when you’re inspired to think big and bring your ambition to work every day, which is why, at British Airways the sky is never the limit.
The role:
[Customer Service Duty Manager - Morocco]
[BA Worldwide Airports, Southern Europe & Northern Africa, based in Agadir, Morocco]
What you’ll do:
- Assist the APM with performance management of suppliers.
- Deputize for the APM as appropriate.
- Support the APM in managing relationships with all relevant parties, including third party companies, authorities and handling agents as appropriate. Identify shortfalls and take immediate actions to ensure a safe & secure operation, including ramp, all aspects of the local safety management system.
- Support the APM in the delivery of agreed performance, cost targets and objectives and in ensuring that all required administrative activities are fulfilled in a set and timely manner. This includes (but is not limited to) LPM, Audits, Station Emergency Procedures, BCPs, local projects and business initiatives.
- Ensure that the quality of services delivered is in line with service level and contractual agreements. Obtain the highest level of performance and motivation through successful communication and influencing skills.
- Establish and maintain effective links with key departments both locally and at head office.
- Role model the service hallmarks to both internal and external customers.
- Lead, advise and manage the GHA team seeking a high level of inspiration and motivation by crafting a climate of excellence within the teams.
- Ensure delivery of the highest standards of quality in customer services through the development of all GHA staff.
- Identify and develop the potential of each team member to reach technical, behavioral and product knowledge expertise.
- Ensure GHA customer service people have the technical support to perform their duties in delivering the highest levels of customer service.
What you’ll bring to British Airways:
- Strong Safety & Security Awareness.
- Champion of Customer Standards.
- Ability to work in a team environment.
- Ability to prioritise and handle conflicting situations / prioritises.
- Effective networking skills and ability to naturally build positive relationships.
- Solid business acumen, with a view of the wider business picture.
- Strong decision making and problem solving skills, particularly in operational scenarios.
- Self-motivated, proactive and flexible.
- Demonstrates strong interpersonal, influencing skills in a range of different scenarios.
- Desire for self development and career progression.
- Ability to communicate fluently in local Moroccan official languages.
Your experience:
- Airport Operational experience.
- Customer facing experience.
- Experience of working cross functionally across different cultures.
- Conflict management / resolution.
- Experience with crisis management.
- Strong experience in handling suppliers.
- Experience in using, operating and being part of a safety management system
- Experience in building relationships in an operational environment.
- Experiencing in working in high pressured environments.
- Knowledge of regulatory framework.
What we offer:
We believe that all the people who work with us should feel valued for the part they play. It’s one of the reasons our rewards go far beyond a competitive salary.
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 flights. You’ll also receive up to 30 discounted ‘Hotline’ airfares per year for yourself, friends, and family.
At British Airways you’ll have the chance to take on new challenges and move forward in a way that feels right for you. We encourage all those who work for us to consider opportunities right across our business to help you develop and progress.
We never stand still, and we don’t expect our people to either.
Inclusion & Diversity
At British Airways we all have a part to play in creating an inclusive place to work. Diverse representation among our people is really important to us and we recognize that all our colleagues are uniquely different and bring their own originality, creativity and identity to work.
Inclusion and diversity is a key driver of innovation and we’re committed to creating a culture where everyone feels that they can be themselves. We’re looking for people from all backgrounds and cultures to join us and be a part of our journey to become a Better BA as we continue to connect Britain with the world and the world with Britain.