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    Account Support Specialist - Luton, Bedfordshire, United Kingdom - dnata Catering UK

    dnata Catering UK
    dnata Catering UK Luton, Bedfordshire, United Kingdom

    1 week ago

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    Description

    Overview of the Company

    dnata is one of the world's largest air and travel services providers, offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 30 countries across six continents. At dnata, we are by your side for the entire travel experience. dnata Catering and Retail is one of the world's leading in-flight hospitality providers, delivering world-class culinary services and innovative products that enhance our passengers' experience.

    What's the purpose of role:

    The role will need to be able to communicate both with our external customers and internally at all levels and across all sites.

    They will need to be able to develop trusted and influential relationships with all stakeholders to ensure agreed service standards are achieved.

    In addition they will need to be commercially aware to ensure contractual commitments are delivered in a cost effective manner highlighting cost/charge implication of any additional activity requested by the customer/ stakeholder.

    What you'll be doing:

    • Daily B2B support and relationship management with the airline customer personnel at all levels.
    • Ensure clear knowledge and communication of the expected service standards.
    • Provide significant operational in-depth knowledge to ensure successful performance as well as customer and client experience.
    • Complete service performance monitoring and review areas of concern highlighted to agree and implement appropriate corrective actions.
    • Deliver timely responses to customer queries and adverse comments.
    • Maintain accurate records of service statistics with timely reporting to the customer in line with contractual agreements.
    • Design and coach the implementation of changes.
    • Ensure two-way communication both to the customer and the units.
    • Ensure up to date knowledge of customer procedures and policies and any amendments as and when they are issued by the customer.
    • Manage Unit service performance via customer requirements, process manual adoption and performance analytics.
    • Attend weekly or monthly meetings with the customers.
    • Ensure as required, out of hours availability to be on call.
    • Complete airline programme checks as required.
    • To uncover new opportunities or risk to existing business through regular customer dialogue as to what is happening with their respective companies.
    • Managing service cost effectively and when appropriate seeking opportunities which enhances business profitability.
    • Maintain strong and positive relations with the customer at all manage expectations in terms of service in line with contractual terms.
    • Utilising financial and performance analytical insight to support key operational changes and improvements.
    • Managing and responding to customer refund enquiries to log, validate and process refunds payments.

    This list is not exhaustive, accountabilities may vary dependant on locality or role complexity and may include any other duties considered reasonable by the line manager.

    What you'll have:

    • Evidence of previous Customer Management experience
    • Evidence of good interpersonal, communication and teamwork
    • Highly effective influencing skills
    • Ability to successfully coach and support to drive performance and customer satisfaction
    • Able to work effectively in a fast paced environment
    • Good attention to detail and accuracy
    • High level analytical and numerical skills
    • Enthusiastic, self-motived, proactive attitude
    • Problem solving and planning effective contingencies and solutions
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