Airlines - Corporate Operations

Description:

Service Performance Manager - London (Job Number: 029392)

Based at Heathrow Airport
Competitive salary
Full time opportunity
Develop and lead our high performing International Cabin Crew Team

For nearly a century now, Qantas has been bringing travellers together with the people they love – both from around Australia and all over the globe. It’s just part of being the Spirit of Australia.


These days, we’re widely regarded as an airline people can count on – both on the ground and in the air. It’s a reputation that hasn’t just seen us become the world’s leading long distance airline – but an Australian icon, too. And we’d love for you to be a part of that.


QF Cabin Crew UK Pty Ltd (‘QCCUK’) Flight Attendants take pride in being the face of Qantas International. As a subsidiary of the Qantas Group, we have built a reputation for excellence in safety and customer service. Be part of the base Management Team which proudly recognises the value and the dedication of our employees as we strive to build an energetic and engaged workforce, promoting the highest standard of customer experience and safety for our customers and wellbeing for our people.


More specifically, The Service and Performance Manager (SPM) is cornerstone to the success of Qantas Cabin Crew UK. Leading a team of around 300 crew, you will manage the end to end employment relationship of your team. This is a high volume, high impact position at the forefront of engaging and empowering our employees to continually focus on service and safety delivery, whilst cultivating a high performance culture.

You will be responsible for:

Reviewing and driving your teams’ performance and contribution in line with QCCUK’s goals and strategy;
Providing meaningful and timely recognition to high performing team members;
Maximising performance by providing effective formal and informal feedback as well as managing all performance and conduct related matters;
Effectively managing service shortfalls and implementing corrective action as required;
Escalation and proactive management of significant customer and operational issues by participating in a rotational 24x7 on call roster;
Effectively contributing to projects that focus on continuous improvement to service delivery and team performance;
Sound judgement, proactive thinking and fit for purpose solutions to meet an ever-changing customer and employee landscape;
Anticipating evolving and dynamic customer needs and acting on them to ensure we are delighting at every opportunity;
Contributing to the ongoing success of the Qantas Safety Program through adherence to all safety programs and standards and the management of injured and ill workers within the UK legislative framework and in collaboration with QCCUK’s rehab provider and employer’s liability insurers;
Promoting effective communication processes across the broader through appropriate and timely communication of any critical information; and
Driving a high performance culture focusing on customer service and continuous improvement.

Requirements:

To be successful in this role you will display:

Demonstrated ability to manage performance across a large team with a high degree of resilience and the proven ability to manage and lead people through transformation and change;
Proven ability in developing individuals and building effective, high performing teams;
Proven communication, facilitation, presentation and diplomacy skills;
Experience in working within industrialised workplace environments with case management and investigation experience
Ability to manage ‘business as usual’ activity while also leading various business projects;
Sound business acumen displaying cause and effect thinking and a personal investment in and commitment to service excellence;
Personal presence with the proven ability to motivate, lead and influence others
Ability to work within a global organisation and across multiple time zones and within the constraints of working in an offshore base
Previous experience in recruitment and selection desirable
UK employment law regulations highly advantageous
Must possess full working rights within the UK

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