Farnborough Airport Limited (FAL) is the owner and operator of Farnborough Airport (FAB), Europe’s leading business aviation airport and the birthplace of British aviation. FAB handles approximately a third of London’s business aviation traffic, making it the largest business aviation airport in the UK. FAL owns and operates both the airport and the Fixed Base Operator (FBO) facilities at FAB, making its integrated operations unique to the market. FAB has some of the most advanced and iconic airport infrastructure in the world, specifically tailored to delivering a first-class customer experience for its users. Over the years, FAB has been consistently recognised as the best FBO in Europe.
FAB operates alongside the Aviator Hampshire Hotel, a luxury hotel located on the perimeter of the airport and one of the best hotels in the UK. Both companies are jointly owned by the Farnborough Airport Company Limited (FACL), a company 100% owned by Macquarie Asset Management (MAM) through one of its long-term European infrastructure funds. MAM is one of the largest infrastructure investors in the world and has an extensive track record in airport investment and ownership. From a leadership and business perspective, FAB and the Aviator Hampshire Hotel are managed together as a Group.
Farnborough Airport Limited is an equal opportunities employer, promoting diversity and inclusion throughout the organisation.
What we are looking for
We are seeking a Customer Service Duty Manager with experience of people management who will report directly into the Customer Service Manager or in their absence, the Terminal Operations Director, to support with the day-to-day management of the team.
About the role
Key responsibilities include:
- Oversee the shift, ensuring exemplary, bespoke Customer Service is delivered at all times by the team to passengers, crews and visitors whilst promoting the Company vision and values. This includes:
- Managing staff coverage and authorising overtime in collaboration with the Customer Service Manager.
- Carrying out performance reviews and assisting the Customer Service Manager in recruitment and employee related matters when needed.
- Lead by example, performing the Customer Service Agent and Concierge duties when necessary and following company and departmental procedures at all times.
- Liaise with the Terminal Operations and Ground Handling Departments to achieve an efficient daily operation and all relevant departments involved when snow, ice or low visibility are forecast to ensure a plan of action is agreed.
- Efficiently and professionally resolve day to day staffing, operational, compliance and Customer Service issues as and when they arise, including complaints.
- Ensure all policies and procedures (SOPs) are followed by the team to maintain the highest levels of safety, security and efficiency throughout the terminal and the handling of all aircraft movements.
- Collaborate with the Training Manager to assess the training needs of the department and ensure delivery of the appropriate team and individual training programmes.
- Ensure the highest standards are maintained for department assets and the Terminal Building, carrying out appropriate routine checks and liaising with the appropriate teams, such as Housekeeping.
- Responsible for the following recording and reporting:
- Compiling a full and concise daily report containing any relevant issues pertaining to the shift and completing a handover for the oncoming shift.
- Recording delays and complaints detailing all relevant information.
- Reporting complaints immediately to a Manager.
- Attend Management and other Airport meetings as requested.
- Consistently demonstrate and encourage others to adhere to the company values of Proud, Passionate, Ambition and Together.
- Contribute to the Company’s aspiration of becoming an Employer of Choice and Responsibility in the local area by actively participating in our volunteering opportunities where possible.
- Demonstrate engagement with and adherence to the Company’s policies, procedures, guidelines, wellbeing initiatives and reporting channels to ensure all work is carried out safely and to the highest standards, including but not limited to:
- Health & Safety, Occupational Health & Safety, Compliance and Environmental standards / legislation.
- Aerodrome license and CAA standards.
- Appropriate Workplace Behaviour, UK Modern Slavery and General Data Protection & Retention (GDPR) Policies.
- Support the team with adhoc activities/tasks as reasonably requested.
About you
Essential
- Evidence of right to work in the UK.
- Full 5-year employment/educational history required (with no unaccounted-for gaps).
- Able to obtain a clear Criminal Record Check (CRC) certificate to the required security clearance level for this role.
- Able to obtain and maintain a Farnborough Airport Airside Driving Permit.
- Hold a full valid UK driving license or equivalent.
- Experience of managing a team, ability to identify short falls and act accordingly.
- Excellent organisational, presentation, computer, and Customer Service skills.
- Ability to lead by example and influence others positively.
- Ability to resolve problems, make concise decisions and action accordingly.
- Superb attention to detail, understanding of a five-star personal service and going the extra mile.
- Flexible approach and attitude to work, with the ability to work unsupervised.
- A hands-on and proactive attitude at all times.
- Ability to communicate at all levels – both verbally and in writing.
Desirable
- A good working knowledge of company Sustainability, Safety and Security requirements and procedures.
What we can offer you
- Competitive salary.
- Discretionary annual bonus.
- 25 days holiday per annum (pro-rata), plus statutory public holidays.
- Workplace pension scheme with enhanced employer contributions.
- Enhanced Company Maternity and Paternity Pay.
- Life assurance.
- Access to medical plan including a range of private treatments (after probation period).
- Health & Wellbeing app with access to discounts.
- Company sick pay scheme.
- Electric vehicle scheme (after 9 months of employment).
- Sustainable travel scheme.
- Annual complimentary bike maintenance.
- Free onsite parking.
- Cycle to work scheme.
- Long Service Award scheme.
- Access to an Employee Assistance programme and helpline.
- Discount on accommodation, food and beverages at affiliated hotel.
- Discount on food/beverage at affiliated pub.
- You’ll also get all kinds of other great perks, like social events and special employee offers.
