Customer Service Manager

7 mesi fa

Milano, Italia Ascension Group A tempo pieno

Responsibility for the day-to-day operational performance, safety, security and customer satisfaction of the product through effective support and delivery area management.
- Ensure that safety and security procedures comply with the standards set out in the Health and Safety Policy Manual and that they comply with health and safety standards.
- Supervise and ensure that effective, appropriate and structured staff meetings are held on a regular basis.
- Monitor the performance of key customer service indicators, identify gaps, plan and use resources effectively, including contingency plans.
- Ensure that incidents, non-conformities or deficiencies in service delivery are investigated, with effective root cause analysis and implementation and maintenance of corrective, preventive and follow-up actions.
- Ensure effective risk assessment on existing SOPs, including any amendments or changes to procedures or new initiatives.
- Oversee, review and ensure that all operational policies and procedures are enforceable, reliable and fit for purpose.
- Actively participate in the recruitment process of all staff to ensure the right person is in the right place at the right time.
- Plan, develop and implement strategy for staff training and development, supervise appropriate systems to measure necessary aspects of staff training, coaching and development.
- Actively encourage the implementation of effective performance processes for staff, ensuring adequate and sufficient time is allocated to staff members

Evaluate departmental employee training needs, including assessment methods and measurement systems.
- Ensure that all training activities and materials comply with relevant organizational and statutory policies, including health and safety, employment and equality laws.
- Monitor the performance of key customer service indicators, identify gaps, plan and use resources effectively to close them, including contingency planning.
- Support senior management in developing strategic business plans and manage them effectively in line with budgets.

effectively manage these in line with budgets to provide excellent service to our airport customers.
- Improve the delivery of products and services through the development of a motivated team.
- Provide guidance to the team to deliver an optimal, time and cost effective service.
- Maximize revenue through product development and personnel and equipment planning.
- Work with suppliers and airport handlers to ensure prescribed levels of service and agreed standards.

Ensure their team performs all passenger service and processing activities as directed by the Company hrough its policies, procedures and training to ensure the success of the operation, including the following aspects

following:

- Maintain and promote a safe and secure work environment at all times.
- Respect the Company’s culture of open, fair and honest communication. Create a compelling vision of the department’s future and, through direct communication, engage all colleagues to commit and implement the required changes.
- Manage contingency plans in case of business interruption.
- Manage and coordinate stationery and office supplies.
- Ensure a positive and clean working environment.
- Orient the Passenger Services department to the corporate values and put them into practice.
- Budget control, ensuring effective and efficient use of manpower and actively controlling all departmental costs.
- Ensure continuous reduction of overtime costs.
- Solve issues with unions and inform/consult/negotiate when needed, in a solution oriented manner and to drive departmental improvements.
- Oversee the creation and maintenance of employee personnel files according to required standards.
- Oversee departmental monthly payroll in a timely manner, including overtime, bonuses, pay raises, deductions and other ad hoc payments and ensure they are processed accordingly.

Ensure that the department processes all new hires, resignations, time increases/decreases and salary or job changes in a consistent manner, completing the necessary documents, updating the personnel database, issuing new employment agreements and submitting the Headquarters changes.
- Ensure department records all sickness related data for SSP purposes, calculates and processes sickness deductions in accordance with company policy on sickness. Create and send sick leave letters.
- Make sure that all personnel have the tools and equipment necessary to carry out their work in the best possible way.
- Any other reasonable duty.

**Safety, security and compliance**

All employees have the responsibility and duty, while on the job, to:

- Pay due attention to the health and safety of themselves and of others who may be affected by their actions or omissions at work.
- Work with your manager/supervisor to enable the execution or compliance with any legal requirement imposed on the company.
- Inform your manager/supervisor of any work situation, equipment or acti

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