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Area Cargo Customer Service Manager UK and Ireland Regional Stations


Reference 9323 Closing date 17/4/2024 Brand IAG Cargo Career area Ground Operations & Cargo Business area Cargo Location IAG Cargo, London

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:

Area Customer Service Manager UK and Ireland Regional Stations

The Area Customer Service Manager (ACSM) is responsible for enabling the delivery of world class cargo operations through strong supplier, people and conformance management, always operating in a safe and secure environment whilst supporting the commercial team in delivering their targets and ensuring strict adherence to cost budgets. The ACSM leads and develops the staff and suppliers in an operational environment, managing area processes, procedures and service levels. They also drive maximum value from our Ground Handling suppliers by ensuring delivery to the contract and SLA. The UK and Ireland region is a complex area and the role holder will need strong organisational, influencing and collaboration skills. In this area, we have cargo operations in 13 stations and with three opco’s, BA, IB and EI. The operations involve the cargo handling for line flights, trucking, short-haul and long-haul freighters and interline transfers. The supplier and regulatory context is pivotal and strategic.   

What you’ll do:

  • Responsible for the delivery of operational performance.
  • Ensure compliance to IAGC, Group and security processes.
  • Represent IAGC and your area and resolve operational issues with agencies, custodians, authorities and departments.
  • Collaborate with commercial team to grow and protect business.

What you’ll bring to IAG Cargo:

  • Strong leadership skills
  • Strong planning, organisational and time management skills
  • Pro-active problem solver
  • Good relationship management and able to build beneficial business partnerships
  • Effective oral and written communicator
  • Good negotiation skills.
  • Numerical skills
  • Ability to manage under pressure
  • Team player

Your experience:

  • 5 years’ experience in operational roles in cargo or logistics operations.
  • Proven track record in managing suppliers.
  • Proven people management experience with teams at various local levels and being able to remote manage and experience of multi-cultural work environments.
  • Knowledge of aviation security programmes.
  • Track record of delivering operational performance in a challenging environment.

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.

To apply for the position of Area Customer Service Manager UK and Ireland Regional Stations, please use the ‘apply now’ function.


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