About this role
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.
To view full job description click below:
HAL_D_Customer Care Manager .docx
- 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