The Customer Service Unit is the main point of contact for all Customer enquiries – both Internal and External for Air Canada Cargo within the UK. This role is responsible for overseeing the Operational functions within the Customer Service Unit such as air waybill data capture, Customs reporting/compliance for all Air Canada and Air Canada Rouge flights departing the UK and stations such as Dubai and Casablanca. In addition, this role provides tracing and discrepancy support and revenue protection work involving closing all Import air waybills on a daily basis.

Provides functional direction to Cargo Customer Sales and Services Agents within CSUAccountable for communication and adherence of customer service performance standards to CSU & CRD staff, assisting where required with difficult customers or situations.Coordinate daily activities, observe workflow, plan and assign duties to CSU & CRD agents as required, allocate rest-breaks in accordance with statuary directives, ensuring efficient use of available resources. Maintain constructive working relationships with Coordinators, Leads and Managers of Operations and Sales functions, AC stations and other internal customers through regular dialogue. Provide support and direction to the cargo operation in consignment processing, flight planning, capacity control, NES and customs entries. Participate in decision making processes to maintain consistent service standards. Ensure clear understanding and in-depth knowledge of our principal customers business needs and requirements in conjunction with Cargo 2000 standards. Represent branch, departmental or corporation’s interest at meetings with internal and external customers, including AOC, HM Customs, BIP, AQS, GSA’s and ensure current or new legislation procedures are applied correctly. Accountable for accurate and consistent application of all cargo charges through the timely capture of airwaybill data and terminal handling fees.Resolve discrepancies relating to nightly file maintenance reports and action queues accordingly. Communicate incidents of absences, recommend overtime/undertime as required and provide administration support in preparation of manpower planning. Be proactive and visible, provide on the job assistance to employees through coaching and counselling, identify training and learning support requirements of the department and record them accordingly. Ensure all members of staff are advised, updated and adhere to company policies & procedures at all times. Provide appraisals for CSU Manager when requiredAdminister work flow GEN, Ad Hoc Truck ordering, firearm shippingMonitor and Manage work done by GSA”s to ensure all comp SOP’s are adhered toAdminister allotmentsAct as CSU Manager when required

Previous Cargo experience an advantage. Experience of WebLynx, Smartload, ABS, ETS would be an advantageDfT Security trained  Good computer skills with a high level of accuracyGood verbal and written skillsDemonstrable leadership qualitiesMust be a team player and represent Air Canada in a professional mannerMust have an ability to use tact, good judgement and initiative, with a flexible attitude and willingness to make decisions for the benefit of both Air Canada Cargo and our Customers Ability to work under pressure, plan workload and meet deadlines with minimal supervision

Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.

Diversity and Inclusion

As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve.