Days of Working: Three on Three off.
Overview of the Role:
The CSM within the PRM service is responsible for managing, coordinating and leading staff towards achieving goals, maintaining a high-standard of service and complying with the service level agreement set forth by the Dublin Airport Authority. The performance of staff must be managed through appraisals, coaching, communication, feedback, motivation, recognition and supervision.
A CSM must ensure that they act in a professional manner at all times, maintain effective communication with staff, customers and all other airport personnel and maximise customer satisfaction and service quality.
Key Responsibilities:
- The main tasks associated with the role of a Customer Service Officer include but are not limited to the following:
- Lead staff through communication of goals and standards, providing a strong leadership role model
- Manage the performance of staff through appraisals, coaching, communication, feedback, motivation, recognition and supervision
- Ensure that the customer specification is consistently achieved
- Investigate Service Failures and take remedial action
- Ensure that customer satisfaction is maximised through effective customer service
- Monitor Agents compliance with uniform/grooming standards, time and attendance, and work performance as per company policy
- Monitor and validate Agents ‘Sign In/Out’ sheets
- Monitor work output and performance and provide support as required
- Monitor and record the Daily Hours
- Maintain adequate staffing levels for shifts
- Manage cost drivers (absenteeism, equipment, labour, overtime etc.) within assigned budgetary limits
- Enforce Service Standards
- Manage operational procedures and airport resources
- Manage compliance with all Company policies
- Promote health and safety
- Prepare written reports
- Assist, as required, with any additional duties
- Communicate effectively with all customers, airport personnel, and colleagues. A professional and courteous approach is essential
Qualities:
- Although not exclusive, the following qualities are essential for a Customer Service Manager to be effective and efficient in their role:
- Proficient in computers and IT systems
- Good communicator, with the ability to communicate effectively and professionally with persons at all levels, including those with disabilities, and from all backgrounds
- Have a disability confident approach when assisting PRMs
- Self motivated, adaptable to change and able to use own initiative
- Good time-keeper and willing to maintain a high level of grooming
- Committed, respectful and enthusiastic
- Caring, thoughtful and empathetic personality
- Ability to handle shift work, including weekends and Bank Holidays
- Ability to speak, read and write English effectively
- Ability to work and multitask within a fast paced and high-pressure environment
- Have a ten-year checkable work record
- Previous airport experience is an advantage but not essential
- Previous management experience is desirable