Head Customer Services

Civil Aviation Authority of Zimbabwe (CAAZ) is a statutory body mandated with the management of aviation infrastructure and the regulation of aviation in Zimbabwe. We have been exclusively: retained to assist with the recruitment and selection of a candidate to fill in the critical role of Head Customer Services. Reporting directly to the General Manager the incumbent shall coordinate all the activities in such a manner as to provide a seamless service to the customers while promoting and protecting the Authority’s image as well as continually improving the customer service experience for the organization’s customers.

Key Job Functions: 
• To articulate and develop a customer oriented culture in the organization and promote the culture of concern for the customer in all work processes.
• Develop and implement Customer Care programmes for the Authority to ensure that passengers and the public are handled with tact and diplomacy.
• Develop systems to monitor airport operators as they deliver services to the satisfaction of the passengers and other Airport users.
• To participate in the development of the Vision, Mission and Values of the organisation in order to design work processes that achieve the business objectives.
• Participate in the business planning, budgeting and review processes to ensure that the financial objectives are achieved.
• Ensure continual upskilling in customer services through evaluation, development and training of staff.
• Promote the positive image of CAAZ by ensuring excellent service delivery by all business units.
• To participate in the development, implementation and maintenance of the ISO 9001 Quality Management System.
• Work with the Marketing Department to increase customer satisfaction, loyalty and retention and to meet expectations.
• Develop and maintain healthy relationships with key stakeholders locally, regionally and internationally.
• Take complete responsibility for the development and acceptance of challenging but realistic objectives and plans by immediate subordinates and help them to achieve desired results.

Requirements of the Job: 
• The successful candidate for this Executive position should meet the following criteria:
• Degree in Marketing/ Business/ Economics/ Public Relations or equivalent.
• Possession of MBA/ MBL/ MSc will be an added advantage.
• At least 5 years relevant experience as a Customer Service Practitioner of which 3 years should be at Middle Management level.
• Experience in developing and implementing organisation wide customer service programmes and initiatives.
• Must have good knowledge of Airport operations ,procedures and developments.
• Must have customer orientation and concern for quality service delivery.
• Excellent communication and influencing skills.

If you wish to be considered please submit your application to [email protected] or [email protected] or alternatively visit www.proservehr.com to apply and register Confidential enquiries may be directed to our Managing Consultant Emmanuel Jinda on +263 773 43 or +263 (4) 772 778/ 770 035 or to Calistas Bumhira on+263 771 280 669 “7th floor Fidelity Life Tower, Raleigh Street, Harare
Closing Date for applications is 22 lune 2018