Interim Customer Liaison Officer
Job Description
Job Details: Interim Customer Liaison Officer
Full details of the job.
Base: Glasgow
Overview of Role
Applications are invited for a Customer Liaison Officer to join our Operations Control Centre in Head Office.
Key Responsibilities
- Working within the Operations Control Centre acting as a bridge between operations and customer service teams
- Liaise with, update & support Customer Contact centre on disruption
- Maintain excellent communication with all our Airport Colleagues.
- Give guidance on what is required of each station in times of disruption
- Oversight and support on LM and Codeshare connections
- Follow up disruption to ensure successfully completed
- Keep daily disruption log and shift report for publication
- Ensure relevant documents to CR, MATO’s to finance etc
- Take responsibility for initial contact and confirm passenger communication
- Manage any ongoing delay comms
- Closing flights in disruption to protect all existing passengers
- Creation of new flights for disruption in conjunction with Revenue Management
- AD Hoc passenger communication via personalised SMS when required
- Assist with off phone customer contact centre administration.
- Emails / Queues / Reports
- Help with media bookings, ad hoc bookings from commercial
- Management of the disruption master document
- Other duties as directed by management
Skills and Knowledge
- Excellent verbal and written skills
- Solution Focused
- Ability to work under pressure.
- Flexibility
- Organisational skills
Attitude
This role requires demonstration of company values and behaviours at all times, encouraging others to do so, and so makes a productive contribution to the positive business culture.
Training and Experience
- Previous, relevant experience in a similar role although is an advantage. Training will be provided.
- Airline/Airport Experience is essential
