London Heathrow Operational Account Manager

3 weeks ago

Heathrow Greater London, United Kingdom dnata Catering UK Full time
Job Description

Overview of the Company

dnata is one of the world’s largest air and travel services providers, offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 30 countries across six continents. At dnata, we are by your side for the entire travel experience. dnata Catering and Retail is one of the world’s leading in-flight hospitality providers, delivering world-class culinary services and innovative products that enhance our passengers’ experience.

Role Purpose

Responsible for the day to day support of specified customer accounts within the business and is the primary point of contact between the customer and the company, providing customer support, planning and optimisation of the accounts, as well as developing excellent relationships with the customer.

Stakeholders

Internal: Operations Director, Unit Management, Account Managers, Process Managers, Shop Floor Staff.

External: Customers, Contractors, Auditors.

Key Responsibilities:

Managing Business -

  • Ensure compliance within the unit to the policies provided by Alpha LSG and the customer.
  • Be the key and primary contact for all Operational matters within their assigned customer.
  • Maintain strong and positive relations with the customer at all times and manage expectations in terms of service in line with contractual terms. Identify customer concerns with service and ensure that these are effectively addressed.
  • Ensure current status of Flight Attendant Comments (FAC) or other service related reports are communicated via the CPS portal, follow up reports with specific departments and assist in supporting corrective actions in place.
  • Complaint Management; on-going monitoring of quality and customer satisfaction, manage and /or develop action plans.
  • Utilise CPS portal to provide trends and areas of required focus
  • Monitor and track any customer agreed service SLA’s and any financial implications and report regularly to the business.
  • Liaise with the External/Internal Operational Managers and staff and keep them updated on all issues.
  • Host customer presentations and visits in conjunction with Sales.
  • Visit the Ramp on a regular basis and ensure standards of customer service are excellent.
  • Obtain feedback from the customer e.g. cabin crew, ground staff and station staff and ensure that Senior Managers and the Flight Co-Ordination team receive feedback.
  • 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 Alpha LSG requirements are met according to contractual obligations (incl. Customer specifications and other standards resulting with the SLA, price updates and other commercial contractual elements).
  • Management of airline customers expectations in line with agreed SLA, ensure unit is charging appropriately
  • Managing service cost effectively and when appropriate seeking opportunities which enhances business profitability
  • To review delivery notes and invoicing highlighting concerns to the relevant department.

Leadership -

  • Guide, motivate and develop employees.
  • Bring the company's values and management principles live within the unit.

This list is not exhaustive, accountabilities may vary dependant on locality or role complexity and may include any other duties considered reasonable by the line manager.

What you’ll have:

Essential

  • Experience of managing customer accounts within the airline catering industry (Preferred)
  • Experience in project management, lean manufacturing (Preferred)
  • Excellent customer focus Fluent in English, oral & written
  • A proactive approach and a can do collaborative attitude.
  • Ability to build business relationships and interact with customers
  • Commercial understanding and drive
  • Analytical and conceptual abilities
  • Have the ability to solve problems.
  • Excellent verbal and written communication skills with good written and spoken English.
  • Good awareness of Health, Safety, Security and HACCP processes and procedures.
  • Good IT skills.

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