Role : Team Leader Vendor Relations & Customer Experience.
Location : London Heathrow (Hybrid 3 days in the office 2 days from Home)
Department : Vendor Relations & Customer Experience
Salary : 30k-35k per annum
Reports To: COO
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About DiamondAir International
DiamondAir International is a global leader in premium airport concierge services, helping thousands of travellers navigate the world with ease. We pride ourselves on delivering seamless, personalised experiences through innovation, attention to detail, and exceptional customer care.
Key Responsibilities
Team Leadership & Customer Service
- Lead, coach, and inspire a team of customer service agents to exceed performance targets
- Monitor daily inboxes, ensuring timely and accurate responses to client inquiries and bookings
- Handle escalations and complex customer issues with professionalism and empathy
- Implement training programs to enhance service delivery and team development
Vendor Relations & Coordination
- Build and maintain strong relationships with global service partners (chauffeurs, Meet & Assist providers, lounge providers, Carriers)
- Negotiate service agreements and performance standards
- Monitor vendor KPIs and conduct regular reviews & audits to ensure compliance and quality
- Resolve vendor-related issues swiftly to maintain service continuity
Operational Excellence
- Collaborate with Reservations leadership and Operational teams to ensure smooth service execution
- Identify process improvements and implement best practices across customer and vendor touchpoints
- Support the rollout of new services and markets through vendor onboarding and training
Reporting & Strategy
- Generate performance reports for internal stakeholders
- Contribute to strategic planning and service innovation initiatives
- Stay informed on industry trends and customer expectations to drive continuous improvement
Skills & Experience
- Proven experience in customer service leadership, ideally in travel, hospitality, or aviation
- Strong vendor management and negotiation skills
- Excellent communication and interpersonal abilities
- Proficiency in CRM systems and Microsoft Office Suite
- Ability to thrive in a fast-paced, high-pressure environment
- Detail-oriented with strong problem-solving skills
What We Value
- A passion for delivering exceptional service
- A proactive mindset and willingness to go the extra mile
- Integrity, transparency, and loyalty
- Creativity and innovation in solving challenges
- Respect for diversity and teamwork
Benefits
- Competitive salary
- Hybrid working model (3Days in / 2 Out) minimum
- Employee discounts and company events
- Career development opportunities within a growing global brand
Job Types: Full-time, Permanent
Pay: £30,000.00-£35,000.00 per year
Benefits:
- Bereavement leave
- Company events
- Discounted or free food
- Employee discount
- Health & wellbeing programme
- On-site parking
Work Location: In person
