Service & Customer Delivery Manager

4 days ago

Luton, United Kingdom dnata Catering Full time

**Role Purpose**

To take responsibility for the daily operational activity, ensuring that all work is complete according to daily work schedule to company and airline standards. Ensuring effective communication processes are in place and all Compliance standards met. Tomaintain an effective and productive team which focuses on achievement of results in line with:
Cost, Service and Compliance and People KPI’s in addition to developing and sustaining effective customer relationships.

**Stakeholders**

Internal: Shift Managers, employees, other units, Central Services, local team, Support Functions, Function Manager/ General Manager.
External: Airlines, HMC&E, CAA/DfT, auditors, contractors, EHO, FTA Vehicle Maintenance suppliers

**Key Responsibilities**
- To ensure work is completed according to daily work schedule and all costs are within agreed targets
- Highlighting on-going issues to the appropriate Manager & Airline customers
- Managing the roster effectively on a shift basis to ensure the schedule is maintained remaining mindful of costs
- Ensuring team members carry out duties in line with work schedule
- Interact with the airline customer personnel at all levels
- Ensure clear knowledge and communication of the expected service standards
- , Complete service performance monitoring and review with the areas of concern highlighted and corrective actions agreed and in place
- Deliver timely responses to customer queries and adverse comments
- Maintain accurate records of service statistics with timely reporting to the customer in line with contractual agreements
- Management of airline customers expectations in line with agreed SLA, ensure unit is charging appropriately
- Dealing with all operational issues or customer requests in a timely manner, highlighting matters which cannot be resolved to the relevant managers or departments, proactive communication
- Providing practical solutions to operational challenges such as delayed aircraft, broken down trucks to ensure delays are avoided.
- Ensure all delays are registered, investigated and reported appropriately
- Adhering to All Legislation, Company Policy and Customer Requirements and ensuring Team members follow agreed procedures
- Carrying out Daily Compliance checks and issues communicated appropriately
- Ensuring Following of Safe Working Practices & Company Processes Are Maintained at all times including:

- Use of Personal Protective Equipment
- Correct Manual Handling techniques
- Use of Equipment
- Adhering to security regulations and ensuring security Instructions and procedures are followed
- Ensuring Food and personal Hygiene Procedures are Always followed Ensure daily vehicle checks are carried out
- Controlling and distribution of security seals
- Working in conjunction with the relevant Manager(s) to ensure that all incidents are investigated thoroughly
- Ensuring all due diligence and compliance standards are met, including apron monitoring
- Managing team members on a daily basis allocating tasks fairly
- Maintaining and improving upon a positive, safe and productive working environment
- Carrying out first level performance management activities as required
- Ensuring effective handover with colleagues to ensure issues are dealt with effectively
- Ensuring training needs are identified and highlighted to the relevant manager.
- Carrying out daily/ weekly briefings ensuring issues raised are communicated to your manager
- Providing leadership, coaching and training to team members
- Engaging with the customer airline and Managed Agent to fulfil airline customer needs and contractual obligations

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**:

- Computer literate - Microsoft Outlook, Word and Excel, basic level of competence
- Evidenced people management experience e.g. dealing with performance issues, holidays, rosters and absence management.
- Good verbal and written communication skills Evidence of problem solving in previous roles. Including planning, organising and delegation.
- Ability to coach and deliver basic training
- Ability to plan, organise and delegate
- Attention to detail and accuracy
- IOSH Working safely
- Must have logistic / transport operations knowledge and experience

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