Aviation Customer Service Leadership Opportunity

3 weeks ago

Perth Airport, Australia dnata catering Full time
Customer Service Manager Role

We are seeking a highly skilled and experienced Customer Service Manager to join our team at dnata catering. As a key member of our Operations team, you will be responsible for ensuring that customer service levels meet or exceed expectations.

This is an exciting opportunity to work in the aviation services industry, with a competitive salary of $65,000 - $80,000 per annum (dependent on experience), plus benefits including 5 weeks annual leave, free onsite parking, meals, and uniforms.

About the Role

The successful candidate will be responsible for:

  • Establishing and maintaining excellent working relationships with internal and external customers;
  • Ensuring daily and weekly flight schedules and meal allocations are maintained;
  • Actioning daily CSM checklist for their shift, ensuring thorough handovers to other CSMs;
  • Managing communication channels between the business and customers, ensuring updates or amendments to customer orders or flights are relayed;
  • Being the main coordination point of contact for customer feedback for all flights;
  • Leading investigations on incidents, accidents, or complaints involving staff and customers;
  • Working closely with key stakeholders and departments, including Leading Hands, Supervisors, and Line Managers;
  • Participating in external audits for ABF or other regulatory bodies;
  • Providing expert advice to customers on logistical and customs information;
  • Improving customer service quality results by evaluating processes and implementing change;
  • Establishing communication service standards and implementing company productivity, quality, and customer service standards;
Requirements

To be successful in this role, you will need:

  • Proven knowledge and experience in a similar customer-focused role;
  • Food Safety and HACCP qualifications desirable but not required;
  • Availability to work a rotating shift roster, including 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 diverse stakeholders;
  • Sound knowledge of the airline catering industry;
  • Competence in documentation and records management;
  • Ability to obtain an ASIC pass and airside driver's license;
  • A clear National Police Check;
Benefits

We offer a range of benefits, including:

  • Competitive salary;
  • 5 weeks annual leave;
  • Free onsite parking, meals, and uniforms;
  • National career development and progression;
  • Discounts at hundreds of retailers, discounted health insurance, and wellbeing resources;

dnata catering is part of the Emirates Group, Australia's largest inflight catering and retail partner. 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.

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