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
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.
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
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
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.
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.
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