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Cabin Crew UK Service and Performance Manager

Qantas Cabin Crew UK- Service and Performance Manager 

 London Heathrow based Role

 Develop and lead a performance culture as part of our International Cabin Crew and Airports Team.

Built on a long history of pioneering aviation, the Qantas Group continues to push boundaries today,

whether it’s through state of the art aircraft, new routes or world-class product, we’re working to create

memorable experiences for our customers whenever they fly with us.

Our offshore ports each have a personality of their own. When you’re part of the offshore Qantas

family, you might be physically apart but you’re still a close part of our team.  Our collaborative culture

allows us to dream big and deliver successfully, knowing we’re supported by the best people.

Together we drive positive business outcomes, taking a considered, cost conscious approach that

makes a difference to our customer experience.

The role of the Service and Performance Manager (SPM) is critical to creating a high performance

culture for our On-board Managers, Flight Attendants and London International Terminal Customer

Service employees. Leading a team of over 200 people, 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 whilst cultivating a high performance

culture.  

Be a part of the 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 well-being for our people.

You will be responsible for: 

 Reviewing and driving your teams’ performance and contribution in line with Qantas

International Customer Operations goals and strategy

 Providing meaningful and timely recognition to high performing team members

 Maximising performance by providing effective formal and informal feedback and

management for all performance and conduct related matters

 Effectively managing service shortfalls and implementing corrective action as required

 Identifying patterns in unsatisfactory performance and utilising formal management processes

where required

 Managing our ill and injured workers in collaboration with the Health, Injury and Safety

Coordination team to ensure minimal lost time and serious injuries

 Escalation and proactive management of significant customer and operational issues by

participating in a rotational 24x7 on call roster & driving a culture of customer service and

continuous improvement

 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

 Promoting effective communication processes across the International Customer Operations

team through appropriate and timely communication of any critical information; and

 Project Manage adhoc business initiatives that contribute to transformation goals

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 transformational 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

 Experience in attendance management

 Personal presence with the proven ability to motivate, lead and influence other

 Right to live and work in the UK

We want to see our people grow personally and professionally. Our brand values and Qantas Group

beliefs guide the way we behave, reminding us to always live up to those expectations.

Together, we can achieve more than we ever imagined. We aim high and push ourselves to deliver

on the best outcomes.

 

Qantas is an equal opportunity employer committed to providing a working environment that

embraces and values diversity and inclusion.

 

Be a part of something special and play your part in the Qantas story – get in touch today.

I would like to apply for the post of Cabin Crew UK Service and Performance Manager bases at your esteemed organisation. I have attached my CV.

CV:

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