Customer Service Manager

3 weeks ago

Perth Airport, Australia dnata catering Full time

**Elevate your career to a Higher Altitude**

**Come and join our Flight Catering Team and be at the heart of Aviation action.**

We have an exciting opportunity available for a full time Customer Service Manager to join our friendly and supportive team based in Perth Airport.

**More about this role**:
Your role will be ensuring that the customer service levels meet or exceed the expectations of both the Airline and the company through regular communication and follow up with the Business Manager, Department stakeholders, Airline office, Station management and cabin crew of incoming and outgoing aircraft.

**In a nutshell, your main responsibilities are**:

- Establishing and maintaining excellent working relationships with our internal and external customers.
- Establishing and maintaining excellent working relationships with our internal and external customers.
- Ensure daily and weekly plan of flight schedules and meal allocations are maintained
- Action daily CSM checklist for your shift, ensure thorough handovers to other CSMs
- Manage communication channels between the business and our customers, ensuring to relay any updates or amendments to customer orders or flights
- Be the main coordination point of contact for customer feedback for all flights
- Lead all investigations on any incidents, accidents or complaints involving our staff and customers, ensuring accurate notes are taken and course of remedy is tabled. Escalate any serious incidents to the Business Manager immediately.
- Working closely with key internal stakeholders and depts including Leading Hands, Supervisors and Line Managers
- Be available to be airside as and when required
- Participate in and support any external audits for ABF or other regulatory bodies
- Providing expert advice to our customers in all facets of our business including logístical and customs information.
- Improving customer service quality results by evaluating and re-designing process and implementing change.
- Establishing communication service standards and implement company productivity, quality and customer service standards.
- Pro-actively address performance issues by identifying areas of non-performance as well as root cause, and provide support to prevent future occurrences, including any training required to individuals.
- Contributing towards effective cost management through education and training especially in areas of flight make up, aircraft loading and inventory management.

**What do you need to be successful in securing this role?**
- Proven knowledge and experience in a similar ‘highly customer focused’ role.
- Food Safety and HACCAP qualifications desirable but not required.
- Available to work a rotating shift roster which includes weekends and public holidays.
- Excellent written and verbal communication skills.
- Strong problem-solving skills.
- Ability to handle challenging situations with tact and diplomacy.
- Demonstrated ability to work with a diverse group of stakeholders.
- Sound knowledge of the airline catering industry.
- Competent in documentation and records management.
- Ability to obtain an ASIC pass and an airside driver’s license.
- As you will be working in the Aviation Services industry, you will be required to obtain a clear National Police Check.

**What’s in it for you?**
- Competitive salary.
- 5 weeks Annual Leave.
- Free onsite parking, meals, and uniforms.
- National Career development and progression.
- Be part of a close knit and dedicated team that are committed to excellence.
- Discounts at hundreds of retailers, discounted health insurance, and wellbeing resources including online exercise classes.

**Your prospective employer**:
Part of the Emirates Group, we are Australia’s largest inflight catering and retail partner, food manufacturing and retail, travel retail technology, and airport lounge management. Chosen by many of the world’s top airlines, we operate 15 catering facilities across 9 cities, employ over 4,500 people, produce over 66 million meals, and service over 246 thousand flights each year.

**Does this role sound perfect for you? If so, we want to hear from you**

To start the journey of joining our corporate team, click the link below and upload your resume, a cover letter that outlines your suitability for the role.

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