Job Description

Account Support Specialist

Department: Central Functions

Employment Type: Permanent - Full Time

Location: Manchester M90 5AF (FLIGHT)

Description

Who are we?

Dnata is one of the world’s largest air and travel services providers. We provide a comprehensive range of inflight catering, onboard retail, supply chain and logistics services at all major and regional airports across the UK. Dnata Catering provide expertly crafted inflight catering services, delivering fresh and high-quality meals at major and regional airports across the UK. As the leading Halal caterer in the UK, we also provide tailored experiences to meet each customer’s unique needs. We’re a leader in VIP catering, offering bespoke inflight to private and charter clients.

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

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 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.
• 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.

Skills, Knowledge and Expertise

• 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
• Able to work under pressure
• Evidence of behaviours aligned to company values
• Delighting Customers Respect Safety and Security
• Imagination Performance Driven Service Excellence
• Good attention to detail and accuracy
• Enthusiastic, self-motived, proactive and persuasive
• Knowledge of the airline industry
• Knowledge of Cbase, SAP and Power bi
• Analytical skills, including attention to detail and accuracy, methodical, and logical in their approach to work

Benefits

What's in it for you?

• An opportunity to be part of the Emirates global family.
• Free breakfast, lunch and dinner on site
• Free tea and coffee
• Simply health Plan
• Refer a Friend Scheme
• Discounted gym membership at over 2000 gyms nationwide
• Cycle to Work Scheme
• Opportunity to enhance your learning through our inhouse apprenticeship programme

If you're invited to interview, please let us know if there are any adjustments we can make to ensure you're cleared for take-off and able to perform at your best. We’re committed to making the recruitment journey as smooth and inclusive as possible.