Job Description

About IAG Cargo

Looking for a challenge in one of the world's largest airfreight logistics organisations?


At IAG Cargo we are in the business of moving things. From antibiotics to rhinoceros, gold bullion to avocados and everything in between. Whatever people need, wherever they are. At IAG Cargo we open the skies and fly the world to bring people the things they really need.


We are the logistics and cargo brand of International Airlines Group (Aer Lingus, British Airways, Iberia, Level and Vueling). At IAG Cargo, we believe in keeping the world's economies turning, and do everything with determined attitudes, curious minds, collaborative actions and heartfelt pride. Join us at our globally recognised logistics business, where we are building a great place to work for colleagues and customers alike.

About the role...

A Customer Support Manager at IAG Cargo will lead and manage our customer support teams, providing guidance, training, and support to ensure high performance and exceptional service delivery and customer satisfaction. This role involves leading a team or teams, which could be based across various global hubs and may include specialist teams managing claims or recovery, as well as teams responsible for specific overseas hubs either in-house or through 3rd party teams.

What you'll do...

Active management of in-house or 3rd party teams against KPIs and metrics. Deliver the global standard, including SLAs, for handling day-to-day customer queries, issues and booking support. Analyse SLA performance data and ensure corrective actions are delivered across the business. Handle escalated customer inquiries and complaints, ensuring timely and satisfactory resolution. Identify opportunities for process improvements and implement and maintain best practices. Develop and implement customer support policies, procedures, and standards to enhance the customer experience. Conduct regular performance evaluations and provide feedback to team members Foster a positive and collaborative work environment, ensuring smooth communication across departments. Ensure the embedding of a customer-centric mind-set throughout all Customer Support Centres. Prepare and present regular dashboards and reports to management on customer support performance and metrics. Use customer insight and root cause analytics to identify company wide improvements and present these to the board/senior stakeholders. Continual improvement of overall customer experience with innovative thinking and focus on using technology where applicable. Overall responsibility for developing high performing teams through performance management, personal development and coaching, embedding brand values at all times. Monitor and improve NPS (Net Promoter Score) - CSAT (Customer Satisfaction) Identify new tools and technologies to better serve the customer. Stay up to date with industry trends and best practices in customer support.

It's all about you....

You will be a strong people leader with a passion for customer service and a proven track record in delivering in a global environment with a customer centric approach.

To apply, candidates must have the follow skills and experience:

Skills

Proven experience in a customer support or customer service management role. Ability to analyse data and drive performance improvements. Strong problem-solving and customer centric mind-set Stakeholder Management Collaboration Can deal with ambiguity Able to effectively build relationships and teams Excellent communication and negotiation skill Evidence of well-developed people management skills Strong customer focus with a clear understanding of the wider issues impacting the relevant markets. Proven management and/or relationship management experience at a senior, strategic level role. Established track record of exceeding targets, KPI's SLA's, in a quality led environment. Able to interpret MI/BI and develop strategy and make recommendations. Demonstrate ability to motivate and communicate with others at all levels. Influential relationships skills at all levels. Able to use these relationships to deliver customer experience improvements. Knowledge of regulatory requirements and industry standards. Able to adapt and succeed in a changing environment.

We'll treat you right...

Wherever you work within IAG Cargo, you'll play a part in helping us deliver what the world needs and join a diverse and inclusive business that's making a difference.


As well as a competitive salary, generous bonus and pension, we offer a range of benefits to support our colleagues, which include:

A hybrid environment with 3 days a week in the office and two from home For the budding traveller we offer incredible staff discounts at hotels, car hire and our staff travel flights are legendary Free fruit and a subsidised on-site canteen Onsite staff parking, electric charging points and free airport parking when you are off globe-trotting Up to 75% discount on the Heathrow Express with your staff pass All our colleagues get access to a market leading learning platform and language courses For health and wellbeing, we offer a free onsite gym facility as well as access to the UNMIND app and a community of Mental Health First Aiders Access to discounts on Apple, Cinema tickets and loads of other goodies through Perks at Work Flexible bank holiday policy- Individuals not on shift have the flexibility to swap the statutory public holidays, with the days you choose to take off instead. Work from anywhere for up to 20 days per year, subject to any local restrictions

Please note:

We may close the vacancy earlier than advertised depending on the number of applications.