Customer Services Officer

• Monitor and report on customer handling procedures performed by the handling agent and report on ways to further enhance our customer service standards
• Brief check-in staff / ramp / operations of special requirements on a flight-to-flight basis
• Act as Company representative in all airport operational areas and monitoring GHA performance
• Liaise with GHA Supervisor/Duty Manager and duty staff to ensure smooth handling of flights
• Compiling of Pre/Post operational data
• Administration duties including compiling/preparing reports and submitting flight log reports on time
• Active participation in TCS/SPR and SIA schemes
• Undertake training, including online, as required
• Handling Customer Complaints - investigate and provide feedback to CSM/SM LHR
• Ensure on-time departure of aircraft - work with Duty Officer as counter CSO and/or queue comber and/or other departure duties including ramp to ensure timely departure of aircraft
• Efficient handling of flight arrivals - oversee the handling of aircraft arrivals by the GHA, including special handling, VIP/CIP passengers and baggage services. Ensure all Company procedures are followed and work with GHA staff on these matters
• Administer allocated supplier accounts as per instructions from SM LHR. This will include purchasing and processing payments as per Company procedures
• Be able to complete all administrative duties quickly and efficiently (including preparing invoices for authorization, preparing/compiling end of month reports, compile PMC figures and cheque requisitions)
• Assist with the general upkeep of the airport Administration Office, including filing
• Have a close working relationship with the GHA/service partners to provide the best possible customer service
• Able to handle work in the Silver Kris Lounge as well as monitoring ramp functions
• Administration Functions including, but not limited to - answering phone queries; serving walk-in passengers; reading and action on telex/fax/emails; and inventory supplies (as specified by SM LHR)
• Any other duties as assigned by SM LHR & CSMs

Singapore Airlines is internationally recognised for excellence in customer service, operational performance, and innovation. They are proud to be one of the most respected travel brands in the world, known for our dedication to delivering a premium experience at every customer touchpoint.

At London Heathrow, they uphold the same values through their dedicated team who work tirelessly to ensure our passengers receive a world-class experience on the ground and in the air. They foster a collaborative and supportive work environment and offer their employees the opportunity to grow, contribute meaningfully, and take pride in being part of an iconic global airline.

If you are passionate about aviation, thrive in a customer-focused environment, and want to be part of an award-winning international team, they would love to hear from you.