Job details

Modify Search Criteria

Full description

Job Details

Manager - Performance & Development CSS

Location
London Heathrow Airport  Further Information
Job Type
Cabin Crew Management
Ref
137565

 

Salary: Competitive

Contract: Full time permanent / 37.5 hours per week

Hours: 4 on 2 off shift basis with a combination of early and late shifts between 0630 and 2200

Location: The Gatehouse, London Heathrow Airport and will also include on-call duties

Closing date: 18th August 2017


Back to search results

In a nutshell

 

Reporting to the Senior Manager People and Performance, this role has responsibility for leading, motivating, coaching and developing a team of Cabin Service Supervisors (CSS), ensuring a high performing culture and ultimately crew who deliver great customer experiences, whilst meeting and increasing NPS and Performance scores.

Taking a key role in the promotion and selection process, this role is responsible for the identification of future talent within the team, ensuring a thorough understanding of the business vision.

 

Day to day

 

You will provide strong and inspired leadership, ensuring highly motivated and driven CSS teams that achieve and exceed key performance metrics, sharing business KPI’s to enable CSS teams to have robust conversations and to address issues where necessary

To work closely with Crew Support to ensure the dedicated co-ordinator delivers a comprehensive welfare process to the CSS team
 

By flying with your team members and the rest of the crew, you will support, develop, coach and empower our people to have the skills and capabilities enabling them to deliver a consistent customer experience across all cabins and ensure a culture of in the moment feedback

 

Establish high expectations for the team regarding performance accountabilities and provide structured developmental feedback, developing Performance Improvement Plans (PIP) where necessary to manage performance

 

Work with the Managers Performance & Development for FSMs (Flight Service Managers) to identify talent for future promotions

 

Ensure visibility and ‘open door policy’ is maintained at Cabin Crew Check In and support at Pre Flight Briefings

 

Drive NPS and Engagement scores across teams to ensure a high performing culture which delivers and exceeds targets

 

Build strong relationships with teams using a range of channels (pre-flight briefings, flights, conference calls, grab and go sessions, discussion forums etc.) ensuring regular communication of key business information

 

Ensure service delivery standards are met and have regular feedback sessions with CSS teams, utilising this feedback to Identify areas of improvement for service/on-board procedures. Work with the Crew Experience Team to drive relevant change

 

Ensure duty of care extended to all crew regardless of circumstance and ensure handover to the Support Centre

 

Provide immediate support to OBMs (On-board Manager) by meeting aircraft when necessary

 

On-Call Manager for Cabin acting as Crisis Management Centre representative during major disruption, also a visible Cabin representative at the airport during any major incident including amber alerts

 

Ensure compliance with all Corporate Safety and Security procedures including airport procedures e.g. BAA/UK Border Control

 
 
 
 

About you

 

We are looking for a highly motivated Manager to deliver on key business measures. You will have a proven ability of dealing with challenging business issues, so commercial awareness and broad airline operational knowledge is essential.
 

Very much a ‘people person’ you will inspire your team to be the best. You will have the ability to assess individual performance, providing honest and constructive feedback instilling a customer centric focus to drive NPS scores.

 

Strong communication skills are paramount, you will feel confident and comfortable presenting and influencing regardless of your audience.

As this role will involve flying with your team, as part of our Crew requirements you will need to have an arm reach of 210cm (this will be checked at interview stage without shoes), and also be able to brace with your feet flat on the floor whilst sitting in our jump seat which is 45cm off the floor (this will be checked at interview stage also without shoes)
 

You will possess a high level of integrity, the ability to multitask and flex priorities, managing time both effectively and efficiently. So if this sounds like an ideal development opportunity for you, we would love to see your application.

**External applicants should you be successful to commit to undertaking a rigorous five week crew training programme.

 

The perks

 

Our pioneering spirit and passion keeps our brand alive. That's why we give our people the rewards that they deserve. We have a whole host of benefits in place to help you enjoy life to the full, as well as a world of travel opportunities including up to 7 flights a year to a wide range of Virgin’s glamorous global destinations. Beyond a whole world of travel opportunities, we also offer a competitive benefits package including pension and private medical schemes, life assurance, child care vouchers and excellent discounts across the Virgin Group of companies.

Click here to follow us on LinkedIn and view our latest company updates and current live vacancies.

To all recruitment agencies: Virgin Atlantic does not accept unsolicited agency CV's. Please do not send unsolicited CV's to our job openings or to Virgin Atlantic employees. Virgin Atlantic is not responsible for any fees related to unsolicited CV's.

 

Back to search results