Customer Care Manager
What you will be doing
Reporting to the Head of Customer you will lead a team of 12 Customer Care Consultants and Social Media Community Specialists. You will be the first point of contact for all Customer related queries providing a centralised, coordinated, consistent and customer centric approach to customer care and communication.
You’ll be a strong customer advocate within the business, leading your team to deliver exceptional customer service via a range of communication channels. You’ll embrace customer complaints as an opportunity for improvement and deliver responses that ensure each customer feels like a valued customer of Auckland Airport.
Your key responsibilities are:
- Lead, motivate and inspire the centralised customer care and contact centre teams by supporting continual development
- Monitor email, phone & social media queues to ensure delivery to internal Service Level Agreements
- Support the continual development of the teams identifying knowledge gaps and opportunities for growth
- Investigate and respond to complaints received by the Board, CEO and Leadership team Support the execution of the Customer strategy and Customer initiatives in conjunction with Head of Customer and wider Customer team
- Analyse feedback and present trends to business units to assist in driving customer experience improvements.
What you’ll bring to the role
At Auckland Airport, we are a busy hive of activity, and a lot of what we look for is how you would align with our AKL values All In | Tātou tatou – How we feel, Know How | Kōkiri Tahi – How we think and Let’s Go | Karawhiua – How we act.
Having leadership experience in Customer Care roles additional to ideally having spent some time during your career in the Aviation environment, you’ll bring a deep understanding of customer care principles and complaint management in a complex environment
You’ll have excellent verbal and written communication skills as well as strong interpersonal and negotiation skills to connect well with senior leaders, colleagues and customers to influence positive outcomes.
To ensure your success in this role, you will need:
- A positive mindset and a patient, caring approachable manner
- Ability to remain calm under pressure and excellent organisational skills
- An understanding of airlines, airports, tourism and travel
- Demonstrated experience leading high performing teams, particularly in a remote environment (Contact Centre environment)
- Strong working knowledge of key social media channels e.g., Facebook, Twitter, LinkedIn, Instagram
- Experience in successfully handling, de-escalating, and resolving complex, highly emotive issues
About us
From the arrival of the Tainui Waka into the Manukau Harbour, Auckland Airport has always been a place of journeys. We stand proudly as the gateway to Aotearoa, welcoming travellers beginning their journeys, farewelling Kiwis to new destinations, connecting businesses and workers to new opportunities, and celebrating partners and investors who back us along the way.We have ambitions to be a global hub and a comprehensive development programme to deliver this vision.
With so many moving parts to keep the airport precinct running, it’s our collaboration and passion that keeps everything together. This is what our culture and heritage have been built on. When you work with us, you’ll share our ambition to be a great New Zealand business, and one that’s making a strong contribution to the wellbeing of our communities and economy.
E mahi ana mātou mō Aotearoa. We are working for New Zealand.
Auckland Airport is more than just a business. It’s a truly unique place with an important role to play in New Zealand’s recovery. Together we’re its custodians, knowing that the work we do has the power to create positive change for our customers, the community, the environment and for the prosperity of Aotearoa.We’re all about creating a sense of place where everyone can thrive, and one where others aspire to work. We’re a diverse and inclusive workplace and welcome people from all walks of life.
Whiria te tangata. Our values weave us together. They’re what we stand for, who we are and how we act.
Apply today
It’s our collaboration and passion that keep everything together. This is what our culture and heritage have been built on. When you work with us, you’ll share our ambition to be a great New Zealand business, and one that’s making a strong contribution to the wellbeing of our communities and economy.
If this role sounds like you, we’d love to hear from you. Click the "Apply" button now.
Attention Recruitment Agencies: Auckland Airport has a Direct Sourcing model and at this point in time we will not require any recruitment agency support for this role.
Please note that applications will be reviewed continuously throughout the recruitment period, and appointments may be made before the official closing date of the advert.
#WeAreAucklandAirport
#aviationcareers
#MakingJourneysBetter