Contract: Full time permanent
Hours: 37.5 per week, 4 on 2 off shift basis 0630-1500
Location: The Base, Crawley, West Sussex - This will also include on-call duties
Closing date: 18th August 2017
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.
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 Perfomance Improvement Plans (PIP) plans where necessary to manage performance
Work with the Managers Performance & Development for Flight Service Managers (FSMs) 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 On Board Managers (OBMs) 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.
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) you must 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)
**External applicants should you be successful to commit to undertaking a rigorous five week crew training programme.