Customer Service Allocator

London Heathrow Airport

Full-Time, Permanent

The Customer Service Allocator plays a key role in ensuring seamless customer service operations through effective staff coordination, check-in management, and resource allocation. The primary focus of this role is to ensure operational efficiency by allocating tasks, managing resources, and maintaining communication between the team and management to deliver exceptional customer service on a shift-by-shift basis.

• Staff Attendance & Compliance: Oversee the attendance of all check-in staff, ensuring punctuality and availability at the start of their shifts. Immediately report any absenteeism or delays to the Duty Manager.

• Customer Service Excellence: Ensure that customer inquiries are addressed in a professional manner, coordinating with the Duty Manager for any escalated issues. Focus on delivering a smooth and efficient check-in experience for all customers.

• Resource Allocation: Allocate the appropriate number of staff, workload, and equipment required for check-in operations. Optimize resource use to ensure efficiency while ensuring an even distribution of tasks among the team.

• Operational Communication: Proactively plan and assign tasks in advance, ensuring all team leaders are well-informed and prepared for the upcoming shift. Keep the Duty Manager informed about any staffing or resource shortages to support operational continuity.

• Team Motivation & Support: Cultivate a positive and collaborative work environment by offering support and encouragement to check-in staff. Address any staff concerns promptly and bring them to the attention of the Duty Manager when needed.

• Compliance & Safety: Ensure strict adherence to company safety protocols during check-in operations. Report any safety breaches or concerns immediately to the Duty Manager. Uphold operational standards in line with company policies and Swissport SOPs.

• Shift Flexibility: Be prepared to work across various shifts, including days, evenings, nights, weekends, and holidays, to meet the demands of customer service operations.

• Additional Duties: Perform other relevant tasks as required to support the seamless operation of the check-in team and customer service functions.

Qualifications & Competencies

• At least three GCSEs/O-Levels (or equivalent) or Leaving Cert.
• Proficient in Microsoft Office (Excel, Word, PowerPoint).
• Minimum one year’s experience in customer service preferably in working within Check-In.
• Strong understanding of the operational setup and resource allocation on the Ramp.
• Ability to lead and motivate a team in high-pressure, operational environments.
• Excellent organizational and multitasking skills.
• Strong verbal and written communication skills.
• Ability to communicate fluently in English.

This role demands an individual who thrives in dynamic environments and values teamwork, customer satisfaction, and operational efficiency. If you're a proactive problem-solver with a passion for delivering excellent customer service, we'd love to hear from you.