Customer Services Duty Manager

About the role

We are currently recruiting for Customer Services Duty Manager for Ground Services in Doha.

The role is responsible for proactively managing QR passenger service operations on a shift basis, maintaining the corporate safety and security standards of the airline and ensuring customer service standards delivered as per values enshrined in QR. You will take decision in behalf of the Terminal Manager whenever required and maintain continuity of the operations. You will track delays and offer alternative solutions in the best possible manner. You will engage with stakeholders such as immigration/ security and HIA to benefit the customer experience. You will coordinate with Qatar Aviation Services (QAS) to improve service levels agreed to enhance the customer journey.

Key accountabilities of the role include:

• Participates in customer service strategy formulation pertaining to Doha Airport and in testing customer service improvements before they are rolled out to the other areas system wide. Provides feedback to strategic initiatives in the Ground Services business plan.

• Manages all staff at check-in, gates and transfer desks to ensure seamless customer journey.

• Manages all day-to-day operational issues, including disruption handling and service recovery in accordance with corporate procedures.
• Ensures that delayed, denied boarding and STPC passengers are provided with acceptable standard accommodation. Follows-up any issues and communicates results to line manager.
• Ensures operation remains within budgeted headcount numbers.
• Ensures that key HUB KPIs are met consistently e.g. Adherence to SPI targets, meet and exceed service quality standards targets and OTP targets.
• Ensures fraud preventions steps are adequately followed by the Agents and any escalations are highlighted to QR Security for further action.
• Provides full operational support to the Customer Services Duty Officers/ Supervisors at all times. Ensures highest levels of communication and interaction are maintained with all airside staff.
• Ensures senior managers are briefed of key issues on shift that may require action. Reports to Ground Services senior management on irregular airport operations as soon as the situation arises.
• Implements a review and risk assessment process on Standard Operations Procedures (SOP) and working practices to identify any unsafe practice for quality improvement.
• Introduces best practice operational process, procedures and controls to maximize the efficiency in operation.
• Conducts pre-shift meetings with Duty Officers and Supervisors to discuss shift activities and allocates staff as needed to enhance the resources and timing. Holds de-briefing session with all staff to highlight discrepancies and deficient areas and obtains recommendations for corrective action.
• Implements Business Contingency Plan; communicates, trains and organizes resources to have minimum operational interruption at critical situations.
• Monitors service standard for en-route transit passengers, STPC, meals/refreshment and ensure handled in accordance with the company policy/procedure.
• Manages/ develops Premium Operation and VIP areas to highest professional service levels, continuously maintains and increase premium passenger's satisfaction.
• Coordinates with Premium Operation and VIP manager on ongoing action plan for service improvement; adapt all possible methods to achieve/ exceed the setup targets.
• Manages all day-to-day operational issues with Premium Operations and VIP including check-in process, disruption management and service recovery in accordance with corporate procedures.
• Manages own Premium and VIP team and all third party relations that might affect the network area in a developed ways such as Ground Handling suppliers.
• Ensures adequate staffing levels are maintained per shift.

• Forster excellent teamwork and team spirit within Doha Hub team members, creates an enjoyable working environment and develops a sense of team belonging.

  Be part of an extraordinary story

  
  Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You'll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what's never been done before.

About you

The successful candidate will have the following skills and qualifications:

• Relevant College or University qualification to minimum Bachelor's level.
• Minimum of 5 years of relevant experience within Airline Hub Operations.
• Management experience in an Airline Hub Operations environment.
• Have managed a team of people from multicultural background.
• Highly energized and passionate about delivering 5-star services experience.
• Able to work under pressure in a dynamic and fast paced environment.
• Able to meet required deadlines. Result oriented.
• With demonstrated flexibility in meeting the demands of the business.
• Solution-oriented and has good attention to details.
• Good analytical and decision making skills.
• Stakeholder management skills
• Proficient in English communications (written and spoken).

• Able to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills.

  About Qatar Airways Group

  
  Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We've grown fast, broken records and set trends that others follow. We don't slow down by the fear of failure. Instead, we dare to achieve what's never been done before. So, whether you're creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination.

  Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

  How to apply

  If you have what it takes to be part of our 5-star team, please take the first step and apply now by uploading your CV and completing the online application.