Customer Service Manager (CSM)
As a CSM I really get the chance to manage my team. For example, I have two ground days a month – as well as shadowing other areas of the business, I use this time to hold meetings with my team members to discuss their goals for the future. I also make sure that I allot some time to my own Personal Development Plan and review my learning. As a CSM we are very much part of the management team and therefore support projects run by the Crew Team Managers.
On the morning of a flight, I start off in the briefing room with my ten crew members. As way of introduction we go round the group and give a fact about ourselves, which always raises a few smiles. We then complete all the paperwork and meet the Flight crew. Finally, as the CSM I ask each crew member a scenario based question and together we set the expectations for the day.