Mixed Fleet - Joanne

Customer Service Manager (CSM)

After low-cost airlines I moved to a private charter firm which delivered bespoke flying experiences for VIPs, and which gave me my initial experience of a mix of short and long haul flights and of first class.

I really enjoyed my first flight on Mixed Fleet. I went to the crew report centre in my new uniform, met the team and was problem solving through the day as it’s often the passengers who bring the surprises. From finding space for large buggies, to ensuring the service standards in each cabin, I like being able to empower my team to resolve each issue and deliver the expected standards of Mixed Fleet.


Meet some more Customer Services Managers

It’s also good that on Mixed Fleet you know who you’re flying with via a roster so you can find out their names first and it creates an extra bond if you’ve flown with them before. Plus the Mixed Fleet training and development opportunities mean you can become involved in recruitment and customer training. Shortly I’m going to be undertaking a Train the Trainer qualification which will help me more with my team and when a new starter joins, they’ll immediately have contact with a Customer Service Manager from day one.

Of course, my position commands respect but also brings with it a certain amount of responsibility – there are also plenty of career prospects and career development opportunities.

For the future I’m looking forward to looking at the training and development opportunities for my team – which is steadily growing. I’m also excited by the whole Mixed Fleet experience. I’ve really enjoyed every moment, and it’s only the beginning.

Click here to find out more about the Customer Service Manager role

Back to all profiles

Be outstanding