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Customer Service and Call Centres Jobs

Duty Manager

Reference: 20629




£35000 - £37000

Job Type


Date Posted

09 December, 2022

Our client is currently recruiting for a Duty Manager working in the travel sector, you will be responsible for “on the day” management to ensure a safe, secure, compliant and customer focused operation.


Holidays-26 days plus 8 statutory days which increases with service

Paid sickness entitlement

Pension-Personal Pension Plan Employer contributes 5% and Employee contributes minimum of 5%

Life Assurance

Private healthcare plan

On-site Car Parking

Staff Discount


Customer Care

Responsible for always promoting the delivery of exemplary customer service.

Monitor and report on a range of KPI’s to ensure that agreed service standards are being met or exceeded.

Accountable for compliments and complaints – responding in a timely manner and cascading as appropriate, following up to ensure they are resolved/closed to the satisfaction of the customer.

Actively contribute knowledge and expertise to cross-airport initiatives that improve operating efficiencies and customer experience.


To coordinate the company operation on an hour to-hour basis working closely with all other departments to minimise any potential service disruption.

First point of contact for stakeholders on day-to-day operations maintaining a strong working relationship.

Respond effectively and in a timely manner to unexpected situations and circumstances as they arise, while assessing the potential impact to the business.

To ensure compliance with all legal, statutory and company obligations on an ongoing basis including compliance.

Ensure all health & safety events are recorded within the safety management system, fully investigated and actions arising closed with corrective actions implemented where required.

To direct and coordinate operations during emergency incidents in conjunction with the Senior Management Team, minimising disruption and in accordance with the Emergency Orders.

Contract cost monitoring and control to deliver optimal service.

Undertake specific projects as directed by the Operations Manager and Security Manager.


Promote the concept of one team among business partners and colleagues to deliver a seamless customer experience.

Liaison with the management, of all departments, key business partners and control authorities to ensure all customer requirements are understood, met and where possible exceeded.

Actively contribute to planning and organisation of ad-hoc events, including coordination of the event.

Essential Criteria

Proven operational and managerial experience, within a customer focused environment within the last 3 years

Have achieved Grade C or above in GCSE Mathematics and English Language or equivalent

Strong interpersonal skills with proven ability to establish positive working relationships and influence and assert at all levels demonstrating openness in all interactions.

Clear evidence of sound judgement and ability to evaluate options to make appropriate recommendations.

Excellent communication skills (written and oral), drive and enthusiasm.

Ability to work on own initiative but also as part of a team when required. The team may include members from varied external organisations with diverse and/or conflicting agendas.

The ability to negotiate while protecting the reputation and interests of the business.

Financial and budgetary awareness.

Confidence using Microsoft Office applications including Word Excel as well as the aptitude and willingness to learn bespoke software packages.

Flexible approach to working.

Next Steps:
Please submit your application or speak to a specialist consultant from the Abacus team on 0044 (0) 28 9031 3157 for a confidential discussion. We aim to respond to all inquiries within 4 business hours.
The team at Abacus manages a range of permanent and contract positions throughout Northern Ireland, the UK and the Republic of Ireland. If you are experienced and/or professionally qualified we can support your job search.
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