So, who wants to be a QF Airport Customer Experience Manager?

[Ade]

You would be a manager of nothing. All of the power would be above you, with an ill defined chain of responsibility. All of the blame would funnel to you. It would be pretty typical, in that even though you’d be the logical person to fix some of the issues, you’d not have any of the tools needed to do so. Which is exactly the situation most staff are in now.

Sadly, can attest to that. Not a staff member, but know a few who say similar things.

The thing is, staff either know what is the right thing to do, but are unable to do so - permissions, restrictions etc OR the staff are not trained to think in a way that will be judicial (act with good conscience etc) and not just say, "computer says no". Also, the staff on ground (in airports, at least at CBR) are relatively new with a very few senior staff (who may or not be judicial in their thinking) who can be reached out for an escalation or clarification etc.

 

[AustraliaPoochie]

But think of the job satisfaction

Heh, a big laugh.
***I work for Qantas.***
Heh, oooo, wow, a big wow.

 

[tdimdad]

It's essentially the first line manager for airport customer service teams that acts as an airport duty manager out of hours. The ad makes it sounds like something more.

How very disappointing. Though, that's not knew in job ads nor with QF. Combine those two and you get...

 

[Ade]

job satisfaction

***I work for Qantas.***
Heh, oooo, wow, a big wow.

Actually, hand-on-heart, I'd be happy to work for QF. I have applied a couple of times, cleared the interview (with flying colours, might I add ) and got selected, but couldn't go thru with the process - it requires at least 4 weeks off from my day job and (to me) an inflexible roster that would make things challenging.

If QF is going to run their trainings in Dec-Jan, I'd be happy to partake (given the Christmas shutdown at my day job), but they don't is what I'm told. Also, if I'm unable to make a shift, it is my responsibility to find a replacement - which might get tricky (given that I do travel often).

Barring the above, I'd be very happy to work for QF - in fact, I see it as an opportunity to be on the other side of the table and see why things are the way the are (not sure, how successful I'd be, but I'd like to try)

 

[AustraliaPoochie]

If the travelling public even dare to argue on a plane, while its on the ground, with the "most authoritative" ie, the AFP at the airport, what hope does the person who wins that positions at QF's SYD airport base would have.
Would be scary too, as you, or the employee, "the mug", can't self defend if anything were to happen.
===
For Ade, yes, I know how it feels.
I am a cleaner, have been for 20 odd years, and in the past, when QF still had in house cleaners, I always dreamed of being of those in that little QF van, with a group of 8 others, all going to clean the plane in the 25mins available, then reality hit.
Or being a ground crew CSA with QF, non managerial.
Of course, now that all non core activities at QF are outsourced, heh, I can dream.
We think we can change QF from this job, as in the ad, but as Jb747. said, the responsibilities will be on you, but you won't have the power to change procedures, no matter how well you feel it can be changed, even if for the better.
Ie, ((bringing all QF & QFF call centers back to Aust, and calling them call centres again)), will never happen.
Dream on.
===
Now, if we were the QF CEO designate, thats totally a different kettle of fish.

 

[tdimdad]

I'd assuming rewriting the terms of contract with the baggage handling company to specifically say that if the priority baggage indicator is not met then there is no payment or contract can be terminated without liability is not in consideration.

Fixing the luggage ops. Yes, the contracts would probably need to be renewed, at least the KPI's and rewards / penalties attached to them. Though, I presume this is a company matter and can't be influenced by an individual airport.

The rest comes mostly down to the operational discipline and motivation of the staff to do well. Which might also need a longer cultural change at the 3rd party side than just a few lines in a contract with them.

Thinking of this, it makes me wonder if the QF actually made shonky contracts with Swissport, Menzies, etc, on delivering ground services. The KPI's and incentives are not "match fit" ( (C) AJ 2021) and thus fail the company and its customers. That's incompetence on the purchaser's side...

 

[SOPOOR]

this would be the easiest job ever

you could just sent an autoreply to every complaint: "please call back in 24 hours as we are too busy, or if you are owed a refund please wait 12-18 weeks for 10% of what is fair"

quota/criteria satisfied

 

[AustraliaPoochie]

IF, and big IF VH was really serious, I know its early days yet, maybe in 3 months/6 months, she would do something, big, major changes, etc, have the dare to do it...
But probably nothing will change.
Re: the baggage handling and cleaning outsourced, QF would have to pay off the outsourced company million in break costs.
So, she probably won't pay that.
The outsourcing couldn't have been Only AJ's idea, they would have discussed it, with the board and VH as CFO too.
Sad fact, but truthfully, will things change?
Seriously?
Time will tell.

 

[tdimdad]

The outsourcing couldn't have been Only AJ's idea, they would have discussed it, with the board and VH as CFO too.

Outsourcing is very common everywhere. And you can do it well, too. It's just that many companies fall into the trap of minimising their direct costs and transferring the delivery / output risk to a 3rd party and any thought to the service quality is a poor cousin in those negotiations.

You pay peanuts, you get lost luggage...

 

[TheInsider]

this would be the easiest job ever

you could just sent an autoreply to every complaint: "please call back in 24 hours as we are too busy, or if you are owed a refund please wait 12-18 weeks for 10% of what is fair"

quota/criteria satisfied

This job actually focuses more on their assigned group of staff and other workgroups such as FA's out of the usual business hours.
Operationally being used can be quite minimal, although there is an operational aspect to it for certain situations.
For more operational matters the Customer Service Supervisor is the one who usually deals with this. They get paid a lot less. CSS are Level 8 in the below.

 

[kangarooflyer88]

What is missing from the job description is whether a paper bag would be provided to successful applicants? No doubt working frontline for QF has to be liability especially with the despise many customers hold the company in.

IF, and big IF VH was really serious, I know its early days yet, maybe in 3 months/6 months, she would do something, big, major changes, etc, have the dare to do it...

Yes like eliminating status credits into simply dollars spent on Qantas flights to simplify the status accrual process a-la Delta Airways.

Also she already made a pretty big change, renaming the tail numbers of the entire Qantas fleet to start with her initials: VH. Nothing says change is coming like a fresh coat of paint!

Re: the baggage handling and cleaning outsourced, QF would have to pay off the outsourced company million in break costs.
So, she probably won't pay that.
The outsourcing couldn't have been Only AJ's idea, they would have discussed it, with the board and VH as CFO too.

Agreed that VH is a lifer, it will be interesting to see is how many weeks she'll remain in the job. Then again, folks said the same thing about ol' blackjack and he lasted for over 15 years!

 

[TheInsider]

What is missing from the job description is whether a paper bag would be provided to successful applicants? No doubt working frontline for QF has to be liability especially with the despise many customers hold the company in.

Loudest voices and all that rubbish.
You think that every passenger complains about something, doesn't happen.

 

[Catardale]

Easiest job on earth. Everything you do - EVERYTHING - will be an improvement. It’s like taking over as coach of a team that hasn’t won a game in 5 years - the only way is up.

 

[TheInsider]

Easiest job on earth. Everything you do - EVERYTHING - will be an improvement. It’s like taking over as coach of a team that hasn’t won a game in 5 years - the only way is up.

That's not the job. It's a people management job. Not a fixer upper of the place.

As an Airport Customer Experience Manager (ACEM), you will be responsible for delivering the Airport Customer Service Experience through the optimisation of safety, on-time performance, employee performance as well as regulatory requirements. You will also be responsible for the complete Customer Experience portfolio and out of business hours and as required.

 

[CMA222]

"If you’re up for achieving the impossible, register your interest and we’ll be in touch."

The advert already sets the challenge - it's impossible but hey, give it a go !

 

[Seat0B]

Heh, a big laugh.
***I work for Qantas.***
Heh, oooo, wow, a big wow.

Yeah likely to be as popular at parties as I work for the ATO or I’m a cop

 

[AustraliaPoochie]

Easiest job on earth. Everything you do - EVERYTHING - will be an improvement. It’s like taking over as coach of a team that hasn’t won a game in 5 years - the only way is up.

You wont last past your contract term if you go over the realm of the responsibilities of the position.
If they ask for your views and opinion, you can air them, but its up to VH or her designated manager above you to look into your opinions/views/ideas.
You cannot just change set procedures as you feel its more suitable.
Remember: (set guidelines) if you want to keep the job.
If you want to a one shot star, then yep, make changes willy nilly.
See how long you will last.
They do not want a wave maker, they want a soother.
===
Have to meet the dot points exactly on the (J & P first).
===
For Kangarooflyer88, best not to use term like that or get a bad notice or get banned from here.

 

[kangarooflyer88]

For Kangarooflyer88, best not to use term like that or get a bad notice or get banned from here.

If you are referring to me calling Alan Joyce ol’ blackjack that is a reference to his initials AJ. In the card game of blackjack if you receive an Ace and a Jack (AJ for short) you’ve got a blackjack and at least in Vegas players would exclaim “Blackjack”. As to his age well certainly Mr. Joyce isn’t the youngest ASX Executive out there having served in his capacity as CEO for 15 years.

Otherwise I haven’t a clue what term you are referring to that is so controversial

-RooFlyer88

 

[AustraliaPoochie]

Ah, I see!
===
Now, back to the gist of the thread.
They would want someone who has had past experience as a Line Supervisor, or Line Manager for this job, too eh?
Ie, they wouldn't just accept a newby.
Maybe someone with a MBA/Post Grad degree.
===
The non core unis have got (*Public Relations Degree*), my term, but the proper term seems to be Degree in Communications, etc..., offered by Swinburn, ECU, etc.