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. In an era of digital screens and closed borders, 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 customers and colleagues alike.
About The Role
The Customer Service Manager is responsible for managing IAG Cargo operations at key regional stations. This role ensures a consistent and high-quality customer experience through effective supplier management, while maintaining compliance with regulatory requirements and internal standards.
Key responsibilities include day to day management of station operations and supplier performance, oversight of operational costs, delivery of a rigorous health, safety & security environment by coordinating adherence with prescribed standard operating procedures, managing ULD stock control, and driving continuous improvement in operational service delivery.
The Customer Service Manager plays a critical role in maintaining operational excellence and supporting operations in the geographical area and the broader IAG Cargo network.
What You'll Do
Lead, coach, and motivate the IAG Cargo and third-party suppliers to ensure a fully coordinated approach exists at the station and that all performance criteria are met.
Supervision & day-to-day performance management of the IAG Cargo Customer Service team including management of rosters, leave, training etc.
Streamline business processes & ensure that the teams adhere to established methods of working. Review local processes that are not producing the desired results and drive change.
Manage the performance of suppliers to minimise costs and maintain/improve service levels. Administer service level agreements (SLA) with suppliers.
Conduct structured performance reviews of GHAs and third-party suppliers. Support development of supplier capability to meet customer requirements, driving service consistency and customer loyalty.
Support the end-to-end freight journey jointly with commercial teams.
Monitor and compare performance against prescribed Operational & Customer Service indicators. Implement effective & appropriate solutions to address gaps in performance to maintain and deliver conformance and customer experience standards.
Apply commercial acumen through identifying opportunities to enhance customer experience and introduce plans that support the development of commercial business opportunities.
Work closely with Hub operations colleagues to identify methods of optimising customer experience.
Establish and maintain operational engagement with Joint Business and One World Partner Plus airlines, ensuring alignment on service delivery, issue resolution, and continuous improvement initiatives.
Identify and implement action plans to ensure conformance with health, safety and security requirements on a timely basis and in conjunction with the internal Asset Protection, NSC and Aviation Security teams.
Conduct quarterly station compliance self-audit (CSA) reviews. Lead and conclude station audit issues, if any.
Support & manage 'station start-ups' for any IAG carriers flying into new stations and deliver operational conformance targets with a zero-tolerance policy against safety and security issues.
Prepare, test and implement robust station business continuity plans (BCPs) to manage key disruption scenarios.
Manage matters such as ULD stock control, cargo handling SLAs, liaison between airport, engineering, and cargo teams when aircraft are delayed/technical, loading quality spot checks, and flight reporting.
Support the implementation of any industry initiatives such as Customs/e-AWB/e-freight/CiQ and monitor operational performance against prescribed indicators, addressing any performance gaps.
Manage recruitment processes as necessary.
Act as the operational representative of IAG Cargo with external partners (customs authorities, regulators, GHAs, freight forwarders).
Take appropriate action on notices issued by government agencies (e.g. Customs). Comprehend both industry and local regulatory and legal constraints and manage conflicting priorities appropriately.
Work with the ACSM and Procurement to drive maximum value from supplier contracts. Deliver the station's cost budget through managing external spend, reconciling & tracking invoices, and regular reporting in line with appropriate Company policies and procedures.
Contribute to key transformation and cross-functional change initiatives across the regional directorate.
Deputise for the IAG Cargo Area Customer Service Manager (ACSM), where required.
It's All About You
What you'll bring to IAG Cargo:
Skills
Process oriented thinking with technical air cargo operations knowledge
Strong influencing and networking skills with key stakeholders
Able to lead and deliver change
Strong communicator –both verbal and written
Engaging personality with an aptitude for developing and maintaining strong relationships.
Customer focused and an excellent listener, able to qualify and understand customer requirements.
Always displays a ''can-do-attitude'' and remains focused on finding and offering solutions.
Strong team player, always open and willing to share information with others.
Honest, transparent, and always acts with the utmost integrity.
Self-motivated to reflect and challenge own performance and seek self-improvement.
Action orientated, drives pace, challenges appropriately to maintain momentum within tight timescales
Proven ability to work under pressure and manage complex and often unique issues creating relevant clarity in areas of ambiguity
Numerical literacy and strong analytical skills
Driving transformation through operational insight
People management, coaching & mentoring of direct reports (where applicable)
Ability to communicate in local regional language(s) will be an added advantage.
Qualifications
Educated to degree level or equivalent
Experience
Able to identify areas of improvement and provision of creative solutions to benefit the customer
Experience of managing cargo freighter operations.
Track record of delivering sustainable and significant change and reducing complexity
Experience in collaborating with commercial teams to help drive revenue
Evidence of use of data to drive performance improvement
Ability to communicate and influence effectively across functions, cultures and hierarchies
Experience of working with 3rd party suppliers
Preferable experience in managing station operations, flight dispatch and cargo loading quality
Knowledge of local and international regulatory frameworks
Experience with aviation security programs and audits
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, bonus, we offer a range of benefits to support our colleagues, which include:
From the day you join us, you'll get access to brilliant staff travel benefits including unlimited basic and premium standby tickets on British Airways and group airlines. You'll also receive up to 30 discounted 'Hotline' airfares per year for yourself, friends, and family.
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.
All our colleagues get access to LinkedIn learning and Rosetta Stone 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
Equity, Diversity and Inclusion
Our recruitment procedures positively support our equity, diversity, and inclusion agenda. All candidates are considered strictly on their merits in relation to the criteria for the role, treated fairly and consistently and have their individual needs responded to throughout the process.