Director

Responsibilities:
• You’ll be responsible for the delivery of the Service Delivery framework across the airport, working to develop and implement service metrics and KPI’s for all passenger touch points. You will work closely with stakeholders and service partners to analyse and evaluate the service environment, guiding the organisation towards an improved service culture
• You’ll create and foster a culture of service, role-modelling positive behaivour, whilst coaching and mentoring staff and growing their capabilities.
• You’ll engage with stakeholders, reviewing their processes and ensuring key customer insights are used to improve and develop the delivery of services within the airport. This will involve project managing initiatives and ensuring their completion and evaluation
• You’ll be responsible for all customer service policies and procedures, defining and delivering programmes to ensure awareness and understanding across the airport