What you'll do:

• Coach, develop and support a team of British Airways Customer Experience Agents and Ground Handling Agents/suppliers to deliver excellent safety, security, customer service and performance targets.
• Create an environment that fosters high staff engagement.
• Responsible for delivery of all station operational KPIs and customer service targets to agreed level.
• Ensure appropriate service recovery processes are implemented and actioned.
• Represent British Airways in all customer related issues and work with all local airport authorities to ensure the safe, efficient operation of the station.
• Ensure full compliance with all safety and security processes, procedures, and audit requirements.
• Effectively manage budgets within agreed limits and ensure financial compliance with audit requirements.
• Negotiate with suppliers within corporate parameters.
• Maintain effective communication with colleagues, airport authorities, government agencies, and interdepartmental staff, as required to successfully manage the airport operation.
• Hold all key suppliers accountable to deliver agreed Service Level Agreements (SLAs).
• Act as Hearing Officer, as required.
• Drive continuous improvement with all suppliers.
• Ensure all administrative duties are completed on-time and to high standard.

What are we looking for?

• Takes ownership for delivery and demonstrates a leadership style that empowers people to raise concerns (e.g. about safety, ethics, or performance)
• Self-aware and leads by example. Maintains focus and momentum to optimize performance.
• Recognizes, celebrates, and rewards high performance – and manages underperformance.
• Encourages continuous improvement and innovation.
• Ability to work in a team environment, to engage a team through excellent written and verbal communication skills.
• Prioritization of task/projects and deliver to an agreed schedule, with effective communication/negotiation skills to make strong decisions and problem solve when required.
• Willingness to work weekends and irregular shifts/ travel on occasions within the USA and to the UK.
• Strong customer focus, with effective planning skills, prioritizing urgent matters when required.
• Active Leadership with attention to detail