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Trainee Account Manager Operational

2 months ago

London, United Kingdom dnata Catering UK Full time
About the Role

We are seeking a highly motivated and organized Trainee Operational Account Manager to join our team at dnata Catering UK. As a key member of our operations team, you will be responsible for providing day-to-day management of specified customer accounts, driving service excellence, and building strong relationships with our airline partners.

Key Responsibilities
  • Customer Service and Support
    • Identify and address customer service challenges to ensure exceptional service delivery.
    • Ensure all services provided meet contractual requirements and Service Level Agreements (SLAs).
  • Account Management
    • Develop and maintain strong relationships with airline customers, ensuring their needs are met and exceeded.
    • Monitor and track customer-agreed SLAs and financial implications, reporting regularly to the business.
  • Operational Excellence
    • Ensure accurate provision of operational information for services, translating airline data into relevant dnata systems.
    • Communicate service-related reports via relevant portals, following up with specific departments to support corrective actions.
  • Quality and Customer Satisfaction
    • Monitor and track quality and customer satisfaction trends, developing action plans to address any issues.
    • Obtain feedback from customers, including cabin crew, ground staff, and station staff, ensuring Senior Managers and operations teams are informed.
  • Relationship Building
    • Build relationships with Department Managers and their teams within the unit to ensure service levels are maintained and improved.
    • Host customer presentations and visits in conjunction with Sales and Culinary teams.
  • Continuous Improvement
    • Conduct internal audits to ensure compliance with customer and dnata requirements.
    • Manage service costs effectively, seeking opportunities to enhance business profitability.
Requirements
  • Education and Experience
    • Graduated entry-level role, requiring a university degree but not necessarily requiring prior experience.
  • Skills and Qualities
    • Excellent customer focus and ability to identify key deliverables for customers.
    • Articulate communicator with strong negotiation skills, able to inform, persuade, and influence.
    • Good presentation skills, with the ability to influence and persuade a varied audience.
    • Commercial understanding and drive.
    • Confident taking responsibility for guiding and motivating indirect teams.
    • Experienced and confident in customer-facing roles, building and managing relationships in challenging circumstances.
  • Desirable Criteria
    • Experience or knowledge of working in aviation.
    • Flexible availability depending on the needs of the business and customers.
About dnata Catering UK

dnata Catering UK is a leading provider of in-flight catering and retail services, renowned for delivering exceptional culinary experiences to airlines across the globe. We are committed to a set of core values that guide our operations and services, emphasizing customer satisfaction, integrity, innovation, and sustainability.

Our values are:

  • Customer Satisfaction
    • We prioritize delivering top-notch services that meet and exceed customer expectations, ensuring a memorable experience for all passengers.
  • Integrity
    • We uphold honesty and transparency in all business dealings, fostering trust and reliability with customers, partners, and employees.
  • Innovation
    • We emphasize the importance of creativity and forward-thinking, continually seeking innovative solutions to enhance our service offerings and operational efficiency.
  • Sustainability
    • We are committed to environmental stewardship, integrating sustainable practices into our operations to minimize our ecological footprint and promote a greener future.