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Cargo Customer Service Manager - London - United Kingdom - 21992

Location: LONDON, MIDDLESEX, United Kingdom
Posting Start Date: Jan 4, 2019
Posting End Date: Jan 18, 2019


Job Description


Are you passionate about reaching new heights, teamwork and making a meaningful contribution? Do you picture yourself as a valued member of an industry-leading organization? If you answered yes to these questions, Air Canada is seeking enthusiastic individuals to join the diverse and vibrant team working together to lead the growth and expansion of Canada’s flag carrier.


The Cargo Terminal operates on a daily 24-hour basis, therefore shift work applies. Hours currently between 06:00h-20:00h

  • Ensure that Health & Safety and Security are always first priority 
  • Guarantee compliance at all times with Company, Government and Regulatory Authority Guidelines, Regulations and Law and liaise with regulatory authorities when required
  • Ensure that Service Levels are maintained to the highest standard
  • Foresee and resolve service failures
  • Ensure Flown as Booked and Cargo 2000 Service Standards are met
  • Plan, organise and manage work flow and staffing requirements within the Cargo Terminal
  • Perform administrative duties as required e.g. investigate Accidents, Shift/Monthly Reports and Accident Reports
  • Establish and maintain working relationships with Union representatives  
  • Identify employee skills; provide training and coaching, where necessary
  • Recognise and acknowledge employees who consistently deliver ‘service excellence’
  • Communicate regularly with staff on current issues and processes 
  • Attend Meetings with Government and Regulatory Authorities and the Airline Operators’ Committee for Cargo UK (AOCC UK) when required
  • Where necessary organize and co-ordinate training within the Cargo Operation
  • Perform regular checks/audits to ensure compliance with Company Standard Operating Procedures (SOP)
  • Participate in Monthly Workplace Inspections
  • Deputise for Security, Health & Safety Manager at Meetings
  • Provide security guidance to staff in accordance with Cargo Supervisor Rules and Responsibilities as per Department for Transport (DfT) Syllabus
  • Provide feedback to Manager, Cargo Services, UK & Ireland regarding any issues, e.g. Health and Safety/Staffing/Regulatory/Company SOP
  • Liaise directly with Airport Duty Manager regarding any issues that could impact On Time Performance (OTP)
  • Report and monitor performance of Third Party Contractors


  • Five years operational experience in Cargo
  • Strong planning and organisational skills with the ability to work under pressure, prioritize and problem solve
  • Good understanding of Company and Community Computer Systems
  • Strong coaching skills
  • Proven leadership skills
  • Ability to work as part of a Team and capable of representing Air Canada in a professional manner
  • Strong communication skills (verbal and written)
  • Flexibility required due Mixed Shifts and Weekends



Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.