Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation.

The Customer Service Unit is the primary point of contact for all operational customer inquiries—both internal and external—related to Air Canada Cargo in the UK. This role is responsible for managing key operational activities within the department, including shipment data capture and customs reporting/compliance for all Air Canada flights departing the UK, as well as stations under LHR Cargo control. Additionally, the role provides support for shipment tracing and discrepancy resolution and ensures revenue protection by completing the daily closure of all import air waybills and monitoring uncleared AWBs.

Responsibilities:

• Provides functional direction to Cargo Customer Service Agents within CSU.
• Accountable for communication and adherence of customer service performance standards to CSU, assisting where required with difficult customers or situations.
• Coordinate daily activities, observe workflow, plan and assign duties to CSU 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 departments, AC stations and other internal customers through regular dialogue.
• Provide support and direction to the cargo operation in consignment processing, shipment data capture (SDC), 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 iQ standards.
• Represent branch, departmental or corporation’s interest at meetings with internal and external customers, ensuring 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 the uncleared AWB report 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 required.
• Act as CSU Manager when required.

Qualifications

• Previous Cargo experience an advantage.
• Experience of Cargo Management Systems, ABS, NCTS would be an advantage.
• CAA/DFT Security trained.

Conditions of Employment:

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.

Linguistic Requirements

Good verbal and written skills, with a high level of accuracy in English.

Diversity and Inclusion

Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success.

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.

Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted