Trainee Operational Account Manager

Discover dnata Catering: Elevating In-Flight Dining

dnata Catering is a premier provider of in-flight catering and retail services, renowned for delivering exceptional culinary experiences to airlines across the globe. As part of the dnata Group, a leading global air services provider, dnata Catering operates at 18 airports in the UK, serving 38 airlines with a dedicated team of over 3,000 professionals.

Why Choose dnata Catering?

1. Culinary Excellence : With a passion for innovation and quality, dnata Catering creates mouth-watering meals that cater to diverse palates, enhancing the passenger experience. Their chefs use the freshest ingredients to craft dishes that are both delicious and nutritious.
2. Customer Focus : dnata Catering places customer satisfaction at the forefront, ensuring that each meal is a memorable part of the journey. They work closely with airlines to customize menus that reflect the tastes and preferences of their passengers.
3. Sustainability : Committed to environmental responsibility, dnata Catering integrates sustainable practices throughout their operations. This includes reducing food waste, sourcing eco-friendly packaging, and implementing energy-efficient processes.
4. Innovation and Technology : Leveraging cutting-edge technology, dnata Catering continually enhances its service offerings. From state-of-the-art kitchens to advanced logistics, they ensure efficient and high-quality service delivery.
5. Global Reach, Local Expertise : With operations in 35 countries, dnata Catering combines global best practices with local insights to provide tailored culinary solutions that meet the highest international standards.

Experience the dnata Difference

Joining dnata Catering means being part of a dynamic and innovative team that is shaping the future of in-flight dining. Our executive chefs inspire the next generation of leaders in our business, whilst ensuring we deliver product across every class that exceeds our customers’ expectations.

Role Summary

The purpose of this role is to provide day to day management of specified customer accounts in order to drive and deliver service excellence and be the professional key relationship holder between the customer and dnata. This includes providing customer support, planning, solution delivery and optimisation of the accounts and developing excellent relationships with all levels of the customer. Supporting the operational teams to deliver the service to all agreed customer SLA’s following all contractual arrangements. Be the key and primary contact for all operational matters for their assigned customer. Build and maintain strong and positive relations with the customer at all times and manage expectations in terms of service in line with contractual terms

Responsibilities

• Identify customer service challenges and ensure that these are effectively addressed.
• Ensure all services provided are to the contractual requirements and SLA’s and all revenue is recovered
• Ensure accurate provision of all key operational information for services is correctly translated from airline information into relevant dnata systems
• Ensure all service related reports are communicated via the relevant portals to ensure the business is aware, follow up reports with specific departments and assist in supporting delivery of corrective actions
• On-going monitoring and communication of quality and customer satisfaction trends, manage and /or develop action plans.
• Monitor and track any customer agreed service SLA’s and any financial implications and report regularly to the business.
• Liaise with the Operational Managers and staff and keep them updated on all customer related issues and areas of focus
• Host customer presentations and visits in conjunction with Sales and Culinary.
• Visit the airside ramp on a regular basis and ensure standards of customer service are excellent and develop relationships with key local airline stakeholders and transiting crews
• Obtain feedback from the customer e.g. cabin crew, ground staff and station staff and ensure that Senior Managers and the operations team kept informed.
• Build relationships with Department Managers and their teams within the unit to ensure that service levels are maintained and improved.
• Conduct internal audits.
• Ensure that Customer and dnata requirements are met according to contractual obligations (incl. Customer specifications and other standards resulting with the SLA, price updates and other commercial contractual elements).
• Manage service cost effectively and when appropriate seeking opportunities which enhances business profitability
• Review delivery notes and invoicing highlighting concerns to the relevant department.

Selection Criteria/Person Specification

Each of the criteria listed below, and your commitment to our values, will be measured through the application form or your CV.

Essential Criteria

• Graduated entry level role that requires a university degree but does not necessarily require any experience.
• Excellent customer focus and ability to identify key deliverables for customers
• An articulate communicator with the ability to develop and maintain beneficial working relationships with multiple stakeholders, confident liaising with decision makers at all levels with strong negotiation skills and with the ability to inform, persuade and influence.
• Good presentation skills, with the ability to influence and persuade a varied audience with a combination of effective content and appropriate delivery.
• Commercial understanding and drive
• Confident taking responsibility for guiding and motivating indirect teams
• Experienced and confident in customer facing roles to build and manage relationships in challenging circumstances
• Successful experience in working in a busy operational environment and taking swift decisions

Desirable Criteria

• Experience or knowledge of working in aviation
• Flexible availability depending on the needs of the business and customers

Our Values

dnata Catering UK is committed to a set of core values that guide its operations and services. These values emphasise customer satisfaction , integrity , innovation , and sustainability . They strive to provide exceptional culinary services while maintaining high ethical standards and fostering a culture of continuous improvement and environmental responsibility.

dnata Catering UK Values:

• Customer Satisfaction : dnata Catering UK prioritises delivering top-notch services that meet and exceed customer expectations, ensuring a memorable experience for all passengers.
• Integrity : Upholding honesty and transparency in all business dealings, dnata Catering UK fosters trust and reliability with customers, partners, and employees.
• Innovation : Emphasising the importance of creativity and forward-thinking, dnata Catering UK continually seeks innovative solutions to enhance their service offerings and operational efficiency.
• Sustainability : Committed to environmental stewardship, dnata Catering UK integrates sustainable practices into their operations to minimise their ecological footprint and promote a greener future.

These values are integral to their mission of providing high-quality, innovative, and sustainable catering and retail services to airlines across the UK