Future Talent Customer Service Manager (FTC)
I’m currently on the development programme to become a future Customer Service Manager. Day to day I work in World Traveller and World Traveller plus, ensuring top service is provided to all our passengers in these cabins and co-ordinating the service. In addition to this, I conduct security and cabin checks and see that nothing passes unnoticed. Every flight I have the opportunity to put into practice all I’m learning, as when the CSM is on rest I become the in-charge crew member and perform the hourly patrols.
As well as attending to our clients, I also have to be ready to answer any questions and provide coaching for less experienced crew members. Once I’ve given them a little helping hand, we can complete their assessment. And depending on the outcome I’ll either commend their customer service or give them constructive feedback with developmental goals. All in all, it’s an exciting role and I really feel that I’m being provided with all the tools I need to develop to be a CSM.