Customer Care Manager

This role is the key interface between members of the public and our exec team. You will liaise and respond to all complaints received, representing the Heathrow brand, linking in with legal and other supporting trams where required. You will also review all processes and procedures through the lens of operational excellence in relation to feedback received from passengers, alongside the PRS regulation and relationships lead.

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HAL_D_Customer Care Manager .docx

• Working in partnership with our Services team, who manage the relationship with the partner/s and airlines, you will be the voice of the customer.
• Working collaboratively with our partner/s you will support the development of our processes, procedures and root cause analysis of all compliments and complaint information. This is to include the management and reporting on all complaints and compliments received.
• You will be the first line response for all Executive customer concerns via all incoming avenues and signposting the customer to the next course of action.
• You will respond and resolve customer complaints that are escalated from other parts of the business, in line with the company's complaints procedures and considering relevant regulation and legislation.
• Represent the voice of the customer and set the tone for a customer-focused, thoughtful environment.
• Exceptional customer focus / engagement / stakeholder management skills
• The ability to work under pressure whilst maintaining quality outputs
• Problem-solving, logical mind-set and the ability to troubleshoot technical problems
• Strong communication and presentation skills with the ability to work to demanding and strict deadlines
• Experience working within regulatory guidelines and timeframes
• A good understanding of complaints management processes