Customer Service Manager

**Do you want a high-flying career working for the world’s largest air services provider, based in Sydney?** We have an exciting opportunity available for a **Customer Service Manager** to join our friendly and supportive team based at **Sydney Airport** on a **full-time permanent **basis. **More about this role**: To put it simply, you will be the central point of contact for day to day operational matters between dnata Catering and our Airline clients, and act as conduit for all communication between each party. **In a nutshell, your main responsibilities are**: - Establishing and maintaining excellent working relationships with our internal and external customers. - Ownership of a portfolio of clients, to be the first and main point of contact for feedback and escalation of any complaints or incidents. - Manage the "Day of Operations" window to ensure smooth delivery of services on time for each flight, adjusting for any changes to schedules or delays. - Coordinating the movements of all flight catering and equipment on shift - Participating in and ensuring audit and quality controls are conducted on a regularly. - Providing expert advice to Airline clients in all facets of customer service 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 role. - Food Safety and HACCAP qualifications desirable. - 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. **What’s in it for you?** - Competitive salary. - 5 weeks annual leave. - Free onsite parking, meals, and uniforms. - 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. **About Us**: We are Australia’s largest and most admired inflight catering and retail partner. Specialising in inflight catering and retail, food manufacturing, and airport lounge management, our group of diverse brands enables us to deliver extensive service capabilities. Chosen by many of the world’s top airlines, we operate 16 facilities across 10 cities and employ over 4,000 people who help us to produce over 64 million meals, and service more than 250,000 flights, each year. Parent company dnata - part of the Emirates Group - is one of the world’s largest air services providers. Offering ground handling, cargo, travel, and inflight catering and retail services, dnata ensures the aviation industry operates smoothly and efficiently. **Does this role sound perfect for you? If so, we want to hear from you** To start the journey of joining our Flight Catering team by clicking the link below and uploading your resume, and a cover letter that outlines your suitability for the CSM role.