Customer Service Duty Manager

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 - MUMBAI 

British Airways is seeking an exceptional operational leader to drive excellence in customer service and airport operations. The successful candidate will be responsible for comprehensive management of daily operational challenges, ensuring safe, secure, and customer-focused performance across all service touchpoints.

The role

The role demands a strategic approach to operational management, encompassing critical functions including check-in processes, operationalcoordination, safety protocols, security management, and effective disruption handling. You will be expected to swiftly identify operational shortfalls and implement immediate corrective actions to maintain the highest standards of service and punctuality.

Your primary focus will be leading and performance managing the frontline Customer Services team. This involves developing motivational strategies to achieve performance targets, supporting team members in reaching their full potential, and creating an inspirational work environment that drives excellence. You will lead both British Airways staff and Ground Handling Agent teams, fostering a culture of high performance and continuous improvement.

Core responsibilities include ensuring staff competency through targeted training initiatives, maintaining strict compliance with mandatory training requirements, and creating a robust safety management system. You will be required to advise, manage, and motivate teams, transforming operational challenges into opportunities for exceptional customer service.

The ideal candidate will demonstrate exceptional leadership skills, operational expertise, and a commitment to delivering the highest standards of airline service. Your ability to navigate complex operational environments while maintaining a customer-centric approach will be crucial to success in this role.

Education

• Degree-level education
• Comprehensive knowledge of aircraft turn around processes
• Performance data analysis skills
• Exceptional written and verbal English communication
• Professional communication with customers and authorities

Specialist knowledge

• Operational Systems Knowledge:
• Capabilities:
  • Target achievement
  • EU-OPS compliance
  • Supplier management
  • Ensuring safe and secure operations

What you will bring to the role

• Airport operational experience
• In-depth understanding of BA products/ and airport processes
• Airline system proficiency
• Superior communication skill