Customer Service Duty Manager Kenya at British Airways
- Reference 11001
- Closing
date 27/8/2025
- Brand British
Airways
- Career
area Customer Service
- Contract
type Permanent Full Time
- Location Nairobi
Airport
The role:
Customer Service Duty Manager Kenya
To support the Airport Manager (APM) in the delivery of the
British Airways (BA) airport operation, ensuring corporate and legislative
safety and security standards are adhered to, monitoring local Service Level
Agreements (SLA) and performance managing all local suppliers. To provide
deputy reporting official coverage in the event of any serious
incident/accident involving BA. To develop and own relationships with airport
authorities, state authorities, British embassy, etc. and to support the APM in
representing BA at an AOC level.
What you’ll do:
- Assist
the APM with performance management of suppliers.
- Deputise
for the APM as appropriate.
- Support
the APM in managing relationships with all relevant parties, including
third party companies, authorities and handling agents as appropriate.
Identify shortfalls and take immediate actions to ensure a safe &
secure operation, including ramp, all aspects of the local safety
management system.
- Support
the APM in the delivery of agreed performance, cost targets and objectives
and in ensuring that all required administrative activities are fulfilled
in a set and timely manner. This includes (but is not limited to) Local
Procedures, Audits, Station Emergency Procedures, BCPs, local projects and
business initiatives.
- Ensure
that the quality of services delivered is in line with service level and
contractual agreements. Obtain the highest level of performance and
motivation through successful communication and influencing skills.
- Establish
and maintain effective links with key departments both locally and at head
office.
- Role
model the service hallmarks to both internal and external customers.
- Lead,
advise and manage the Ground Handling Agent (GHA) team seeking a high
level of inspiration and motivation by creating a climate of excellence
within the teams.
- Ensure
delivery of the highest standards of quality in customer services through
the development of all GHA staff.
- Identify
and develop the potential of each team member to reach technical,
behavioural and product knowledge expertise.
- Ensure
GHA customer service people have the technical support to perform their
duties in delivering the highest levels of customer service.
- Ensure
all local resources are utilised in such a manner that revenue is
maximised and productivity is achieved within the given framework.
- Work
closely with the GHA teams to ensure that all airport activities are
achieved in compliance with BA corporate safety, local security standards,
UK CAA quality management system and Local Procedures.
- Attend
the AOC and other meetings, representing BA, as required.
What you’ll bring to British Airways:
- High
standard of spoken and written English
- Must
be able to obtain an airside pass
- Good
working knowledge of Microsoft Office (O365)
- Previous
airport operational experience
- Must
have the unrestricted right to live and work in Kenya.
Your experience:
- In-depth
understanding of airport and operational procedures
- Excellent
communication skills, in written and spoken English.
- Desire
for learning and development
- Customer
service professional & customer driven
- Self-starter
and proactive
- Flexible
- Innovative
thinker
- Strong
negotiation skills
- Self-motivated
and ability to motivate a team
- Skilled
in effective time management and prioritization
- High
level of resilience and experience of working under pressure.
- Excellent
decision making and problem-solving skills
- Proven
experience of managing a team
- Proven
front line supervisory experience
- Effective
supplier relationship management
- Good
working knowledge of BA operational systems and MS Office
- Effective
communication with internal and external partners and customers
- Basic
understanding of budgetary control and BA financial processes desired
- Ability
to multi-task in a dynamic environment
What we offer:
We believe that all the people who work with us should feel
valued for the part they play. It’s one of the reasons our rewards go far
beyond a competitive salary.
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 flights. You’ll also receive up to 30 discounted ‘Hotline’
airfares per year for yourself, friends, and family.
At British Airways you’ll have the chance to take on new
challenges and move forward in a way that feels right for you. We encourage all
those who work for us to consider opportunities right across our business to
help you develop and progress.
We never stand still, and we don’t expect our people to
either.
Inclusion & Diversity
At British Airways we all have a part to play in creating an
inclusive place to work. Diverse representation among our people is really
important to us and we recognise that all our colleagues are uniquely different
and bring their own originality, creativity and identity to work.
Inclusion and diversity is a key driver of innovation and
we’re committed to creating a culture where everyone feels that they can be
themselves. We’re looking for people from all backgrounds and cultures to join
us and be a part of our journey to become a Better BA as we continue to connect
Britain with the world and the world with Britain.