Responsible for delivering all aspects of Overseas airport customer service and operational performance through effective management of people and services. To ensure a safe and compliant airport operation while delivering an exceptional experience to Thomson Airways customers that supports the vision of Making Customers Feel Special. In addition through an SLA supply agreed customer service and operational performance management for a number of TUI Group Airlines.
What You'll Be Doing
Accountable for the implementation and delivery of supplier contractual requirements of Thomson Airways and other TUI Group Airlines at airports
Accountable for the service delivery requirements of Thomson Airways and other Group Airlines at airports
Responsible for setting and delivering targets for On time Performance, Customer Service and Revenue at Airports, including any incentive promotions.
Responsible for delivery of all adhoc/non-group flying including operational support when necessary, contracting, set up and facilitating queries. As well as producing adhoc briefs and service specs.
Identifies and manages resort airport safety risks recommending changes as appropriate
Conducts safety investigations as appropriate
Responsible for the implementation of legislative requirements which may affect Customer, Thomson Airways and other TUI Group Airlines (ie APIS / Aviation Security)
Responsible for managing key relationships with Airport authorities and Handling Agents at Airports, including ticket desk operations.
Work closely with all other internal departments and Resort based Tour Operator staff, to ensure a consistent approach to activities and through this deliver ?a one team? approach.
Responsible for carrying out evaluations of services provided by suppliers and recommending changes to suppliers as required
Responsible for maintaining and developing a departmental quality assurance programme
Participate in the specification and when necessary implementation of Ground Handling Agreements
Responsible for managing at a local level the relationship between Thomson Airways, ground handling agents, Port Authorities and Tour Representatives.
Responsible for providing training for suppliers of the requirements of Thomson Airways and the other TUI Group Airlines.
Responsible for carrying out operational support providing additional support to Tour operators
Ensures Occupational health and safety related matters within the airports environment remain compliant with Thomson Airways policies and standards
Responsible for cost and revenue management in the areas of Airline stationary supplied by Thomson Airways to Handling Agents and others, Travel requirements, Incentive prizes, Operational ancillary service expenditure of up to £1k by suppliers on behalf of Thomson Airways and other TUI Group Airlines. (Except welfare) Maximising revenue opportunities at resort Airports
Responsible for mentoring / Training any support staff used from other parts of the Thomson UK business.
Participate in Operational On call and Emergency Response rosters as required.
What We're Looking For
Handling Agents across the Resort Airports network
Airport / Port Authorities
Managers within Handling Agents and Airport Authorities
Local Management / Representatives of Tour Operators
Members of IACA
Competitor Airlines equivalent roles
Purchasing Managers
H24 Operational teams
Airline Planning teams
Other Group Airlines Airport Services
Airline Product Service and Development team
Personal attributes:
Educated to GCSE standard
Proven team leader or supervisory experience in gained in Aviation or Tour Operator
Proven experience in delivering excellent customer service
Proven experience in managing suppliers across countries and cultures
Proven ability in judgement / decision making - often on a variety of issues within tight deadlines
Proven ability and maturity to work on own initiative
Excellent presentation skills and communication skills to a variety levels and cultures
Ability to negotiate at all levels
Ability to work under pressure and outside normal ?office hours? and after transiting multiple time zones
Driving licence and Passport required
Excellent PC Skills familiar with PowerPoint / Excel / Outlook / word
Report writing
Excellent Planning and assimilation of tasks
Any additional relevant information:
Acts as the representative of Thomson Airways and other TUI Group Airlines when at resort
Must be totally flexible and able to travel at short notice
Will be required to carry out training and mentoring as required
Ability to hold an Airport ID (5 years references)
Foreign language skills would be desirable
Flexibility this is a role that will require working outside normal office hours on a regular basis
Overseas travel requirements will be determined by line Manager and Operational need, however overseas travel is an integral part of the role
This job expired on 11/02/2012
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