Job Description

Job Header

Ground Transport Customer Service Manager

Advertiser: Christchurch International AirportMore jobs from this company

Job Information

Job Listing Date
16 May 2019
Location
Canterbury, Christchurch
Work Type
Full Time
Classification
CEO & General Management, General/Business Unit Manager

Ground Transport Customer Service Manager

This customer service focused role oversees Ground Transport operations at Christchurch Airport. No two days are the same. The busy operating environment provides a great career opportunity and challenge for someone who has the right amount of drive, foresight and natural operational and people leadership ability to thrive. This role supports a strong focus on delivering our Park to Plane (P2P) strategy and shared accountability for delivering against our key strategic priorities of enhancing all customer journeys, being great Kaitiaki and building stronger business outcomes.

Ground Transport is one of CIAL's largest business units with assets of $100m operating in a fast-paced and dynamic transport operator environment. The role is responsible for the management of all customer facing airport car parks (except our Craddocks car storage operation), multiple commercial transport lanes as well as oversight of Ground Transport projects.

This front-line leadership role acts as a first point of contact on Ground Transport operational matters for key stakeholders (including but not limited to all CIAL car park users, car rental, taxi and shuttle operations and ride-share operations) and other CIAL business units and through leading from the front, is responsible for building a strong service oriented operation to enhance our customers journey from the 'park to plane'.

In partnership with the wider P2P team and particularly the Terminal Customer Service Manager and P2P Commercial team this role will activate the P2P strategy and strengthen collaboration and communication across the Ground Transport team.

Key responsibilities include the following:

  • Day to day operational oversight of the Ground Transport team ensuring a strong focus on enhancing customer journeys is maintained
  • Providing strong people leadership and clear direction
  • Deliver operational efficiency with customer centric rostering in line with budgetary requirements
  • Foster a strong solution-focussed, pro-active team environment in which all staff are empowered to drive continuous improvement
  • Provide oversight, direction and support to the Ground Transport Supervisors to manage performance of the Ground Transport team
  • In partnership with the P2P team, implement P2P initiatives and innovative solutions to improve the customer journey, while maintaining best practice operational standards and all safety considerations of the operation
  • Collaborate with the P2P team and other CIAL teams to activate airport areas for benefit of the CIAL business and to enhance the overall commercial return
  • Provide oversight on agreed Ground Transport projects to ensure completion on budget and on schedule
  • To monitor and report on all elements of Ground Transport operations and make recommendations for infrastructure, procedure, organisational and operational improvements that enhance the customer journeys while maintaining cost effectiveness
  • Compliance of all staff and stakeholders (internal and external) with health and safety related policies/procedures, regulations and legislative requirements are met across the P2P footprint for which Ground Transport is responsible for

The person

The successful candidate will have the following:

  • Significant operational and customer service experience in a fast-paced business leading a frontline customer service team, with a demonstrated strong commitment to service delivery
  • Experience in a traffic/ground transport leadership role would be advantageous
  • A relevant tertiary or business qualification
  • Proven working knowledge of health and safety, compliance, security and emergency management
  • Strong written and verbal communication skills
  • The ability to learn new systems and processes quickly and challenge these to maximise efficiency
  • An open, confident and agile leadership style focused on supporting their team
  • Ability to hold a traffic management licence or equivalent

Christchurch International Airport Limited (CIAL) is committed to being a champion airport and a key contributor to real growth in Christchurch and the South Island. We exist not only to bring people south from all over the world, but to relentlessly create opportunity for our place in the world. Join us on the journey and you will become part of a strong team driving growth for the economic benefit of our airport, our city and our island.

Roles like these don’t come along every day in Christchurch, so apply now to take the opportunity to join a champion team.

To see the full position description for this role or to apply click the 'apply' button. Applications close on Friday, 31 May 2019.

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CHRISTCHURCHAIRPORTCAREERS.CO.NZ

This customer service focused role oversees Ground Transport operations at Christchurch Airport. No two days are the same. The busy operating environment provides a great career opportunity and challenge for someone who has the right amount of drive, foresight and natural operational and people leadership ability to thrive. This role supports a strong focus on delivering our Park to Plane (P2P) strategy and shared accountability for delivering against our key strategic priorities of enhancing all customer journeys, being great Kaitiaki and building stronger business outcomes.

Ground Transport is one of CIAL's largest business units with assets of $100m operating in a fast-paced and dynamic transport operator environment. The role is responsible for the management of all customer facing airport car parks (except our Craddocks car storage operation), multiple commercial transport lanes as well as oversight of Ground Transport projects.

This front-line leadership role acts as a first point of contact on Ground Transport operational matters for key stakeholders (including but not limited to all CIAL car park users, car rental, taxi and shuttle operations and ride-share operations) and other CIAL business units and through leading from the front, is responsible for building a strong service oriented operation to enhance our customers journey from the 'park to plane'.

In partnership with the wider P2P team and particularly the Terminal Customer Service Manager and P2P Commercial team this role will activate the P2P strategy and strengthen collaboration and communication across the Ground Transport team.

Key responsibilities include the following:

  • Day to day operational oversight of the Ground Transport team ensuring a strong focus on enhancing customer journeys is maintained
  • Providing strong people leadership and clear direction
  • Deliver operational efficiency with customer centric rostering in line with budgetary requirements
  • Foster a strong solution-focussed, pro-active team environment in which all staff are empowered to drive continuous improvement
  • Provide oversight, direction and support to the Ground Transport Supervisors to manage performance of the Ground Transport team
  • In partnership with the P2P team, implement P2P initiatives and innovative solutions to improve the customer journey, while maintaining best practice operational standards and all safety considerations of the operation
  • Collaborate with the P2P team and other CIAL teams to activate airport areas for benefit of the CIAL business and to enhance the overall commercial return
  • Provide oversight on agreed Ground Transport projects to ensure completion on budget and on schedule
  • To monitor and report on all elements of Ground Transport operations and make recommendations for infrastructure, procedure, organisational and operational improvements that enhance the customer journeys while maintaining cost effectiveness
  • Compliance of all staff and stakeholders (internal and external) with health and safety related policies/procedures, regulations and legislative requirements are met across the P2P footprint for which Ground Transport is responsible for

The person

The successful candidate will have the following:

  • Significant operational and customer service experience in a fast-paced business leading a frontline customer service team, with a demonstrated strong commitment to service delivery
  • Experience in a traffic/ground transport leadership role would be advantageous
  • A relevant tertiary or business qualification
  • Proven working knowledge of health and safety, compliance, security and emergency management
  • Strong written and verbal communication skills
  • The ability to learn new systems and processes quickly and challenge these to maximise efficiency
  • An open, confident and agile leadership style focused on supporting their team
  • Ability to hold a traffic management licence or equivalent

Christchurch International Airport Limited (CIAL) is committed to being a champion airport and a key contributor to real growth in Christchurch and the South Island. We exist not only to bring people south from all over the world, but to relentlessly create opportunity for our place in the world. Join us on the journey and you will become part of a strong team driving growth for the economic benefit of our airport, our city and our island.

Roles like these don’t come along every day in Christchurch, so apply now to take the opportunity to join a champion team.

To see the full position description for this role or to apply click the 'apply' button. Applications close on Friday, 31 May 2019.

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