Customer Support Supervisor

Location
London Airports
Salary
Competitive
Posted
07 Apr 2017
Closes
21 Apr 2017
Ref
FI3119
Contract Type
Permanent
Hours
Full Time

Zenon is delighted to be commissioned by one the UK Premier FBO & Maintenance Repair Organisations to source a Customer Support Supervisor on a permanent basis for their facilities based in the London Airports Region.

Main Duties and Responsibilities:- 

•    Establish customer support strategy goals and objectives.
•    Responsible for the day to day operations of customer support.
•    Primary point of contact between all customers and the company.
•    Provide assistance to Line Manager to develop pricing for company services, to ensure pricing meets company goals with respect to profit margin.
•    Contribute to the monthly, quarterly and yearly sales forecast based on market data.
•    Measure and maintain customer satisfaction. Improve standards for handling customer complaints and participate in escalated issues to ensure customer satisfaction.
•    Participate and/or arrange event management meetings when applicable.
•    Manage scheduling of customer events and communication internally and externally.
•    Conduct measurement, reporting, customer focus groups, and meetings for the purpose of improving service delivery. 
•    Coordinates AOG technical support and Quality Assurance audits with the respective support department heads.
•    Assist with the contract management activities for the purpose of ensuring consistency in purchasing practices and compliance with adopted standards, as dictated by the customer
•    Initiate post event completion reviews ad scoring systems.  
•    Assist in preparation of monthly key figures for the Senior Management, as requested.
•    Monitor recent developments in the industry and related industries and keep the company’s Senior Management team informed of market developments.
•    Assist with the Company market strategy and implementation.
•    Schedule coordination and provide delivery updates to client and carefully review the status reports for accuracy and follow-up.

Minimum Skills and Experience:-

•    Minimum two (2) years’ experience of similar type role and/or project managing.   
•    Above average experience in utilizing computer equipment with emphasis in word processing, data management, desktop publishing, and spread sheets and PowerPoint presentations..
•    Advanced level of written and oral communication skills in the English language with excellent interpersonal skills.
•    Highly developed negotiation skills.  
•    Willing and able to work in high intensity environment where high performance standards are the norm.  
•    Able to work well with others, interface on a professional level with contemporaries, and exhibit a positive attitude towards the successful implement of corporate and divisional goals and objectives.
•    Extensive background in customer support.    
•    Technical understanding of aircraft maintenance. 
•    High level of creativity skills and new solution methods.

If the above opportunity is of interest to you please forward your CV to kevin.small@zenon.aero in confidence.

Unfortunately only shortlisted candidates with the ability to work within the EU without a work permit will be contacted.

Zenon Recruitment Ltd is acting as an Employment Agency in regards to this vacancy.