Account Support Specialist - Manchester Airport, United Kingdom - dnata Catering UK

dnata Catering UK

Verified Company

Manchester Airport, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Role Purpose

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.

Responsible for monitoring and reporting on service standards against key areas of measurement.

Stakeholders

Internal:
Senior Management Team, Operational Service Delivery Team, Unit Function Managers, Compliance Team, Financial Team, IT Team, Supply Chain Team, Human Resources, Customer Services, Sales and Commercial Team

External:
Airline's

Key Responsibilities

Interact with the airline customer personnel at all levels
Ensure clear knowledge and communication of the expected service standards
Complete service performance monitoring and review with the areas of concern highlighted and corrective actions agreed and in place
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
Ensure twoway 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.
Produce dummy delivery notes and conduct regular 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.

This list is not exhaustive; accountabilities may vary and may include any other duties considered reasonable by the line manager

What you'll have:

Essential _
Evidence of previous Customer Management experience
Excellent PC skills to include PowerPoint, Excel and Word (Level 2 or equivalent)
Evidence of good interpersonal, communication and teamwork skills
Desirable_
Able to work under pressure
Good attention to detail and accuracy
Enthusiastic, selfmotived, proactive and persuasive
Knowledge of the airline industry Knowledge of Cbase, SAP and Power biAnalytical skills, including attention to detail and accuracy, methodical, and logical in their approach to work