Customer Service Manager

Want to elevate your career to a Higher Altitude?
Come join a global leader and Australia's largest inflight meal manufacturer and retail partner. Bring your customer service skills to us and watch your career soar.
At dnata catering & retail, the sky's truly the limit

FIXED-TERM 12 MONTH CONTRACT

We have an exciting opportunity available for a Customer Service Manager to join our friendly and supportive Catering Centre team based at Perth Airport on a full-time Fixed Term Contract over 12 months.

What does a typical day look like?

To put it simply, you will be the central point of contact for day to day operational matters between dnata catering and our customer airlines, and the conduit for all communication between the operations team and clients. Working within a dynamic team of CSMs, the Customer Service Manager will report to and support the site's Business Manager achieve our company goals.

In a nutshell, your main responsibilities are:

• Manage the 'day of operations' window on shift within the CSM team.
• Ensure your assigned portfolio of flights have the correct galley loading plans (GLP)
• Establishing and maintaining excellent working relationships with both our internal and external customers (on time reports, responding to requests, email communications)
• Relay information for any changes to orders from aircraft such as delays, gate changes, pax numbers and meal specifications to internal departments
• Maintain input of all records and data reporting into our various operational platforms and support systems, regularly reviewing and ensuring accuracy.
• Participating in and ensure that audit and quality controls are conducted regularly.
• Providing expert advice to customer airlines in all facets of service delivery including logistical and customs information.
• Establishing communication service standards and implement company productivity, quality and customer service standards in accordance with our contractual service level agreements (SLAs)
• Improving customer service quality results by obtaining feedback from our clients (cabin crew, ground crew and airline representatives) from each flight
• Any problems, service issues or complaints are to be actioned with solutions within a timely manner and or escalated to the Business Manager
• 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.
• Represent the company at internal and external functions, ensuring that the company and its products and services are presented in a strong and positive light.

What do you need to be successful in securing this role?

• Proven knowledge and experience in a Client Account Management role.
• Hospitality, Sales or Customer Relationship management experience suitable.
• Exposure to Aviation, Manufacturing, Logistics or Bulk Catering industries preferable
• Knowledge of Food Safety and HACCAP qualifications desirable.
• 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.
• Available to work a rotating shift roster which includes weekends and public holidays.
• Available for occasional out of hours work to meet flight schedule demands.
• 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, daily staff meals, and uniforms.
• Monthly cultural celebrations and team events
• 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, novated lease option 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 4,500 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.

Want to know more about dnata catering and our global businesses? Visit our Australian careers website and watch a short video here:

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 and a cover letter that outlines your suitability for the role.