Customer Service Manager

4 days ago

Glasgow Scotland, Scotland, United Kingdom dnata Catering UK Full time

Role Purpose

This role will need to be able to communicate both with our external customers and internally at all levels within the Glasgow site. They will need to be able to develop trusted and influential relationships with all stakeholders to ensure agreed service standards are achieved. Responsible for monitoring and reporting on service standards against key areas of measurement and developing unit level corrective actions where standards are not achieved.


Stakeholders:

Internal: Other team members, Unit Management Teams, Support Functions.

External: Airlines, Auditors, Contractors


Key Responsibilities:

  • 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
  • Ensure that we have clear communication between the customer and the unit.
  • Ensure up to date knowledge of customer procedures and policies and any amendments as and when they are issued by the customer
  • Attend weekly or monthly meetings with the customer as required
  • Always maintain strong and positive relations with the customer and manage expectations in terms of service in line with contractual terms.
  • Monitor and analyse operational performance and share this supportively with the unit
  • Providing regular and prompt feedback to internal customers on key accounts activities, development and business progress
  • Providing on-going information to the unit to enable them to provide the contracted service to customers (meals, specs, loading plans, ancillary services, prices, etc.)
  • To uncover new opportunities or risk to existing business through regular customer dialogue as to what is happening with their respective companies
  • Full understanding of financial issues – know the pricing method, profit and what contribution each contact makes
  • Management of airline customers expectations in line with agreed SLA, ensure unit is charging appropriately
  • To monitor accurate delivery notes and invoicing highlighting concerns to the relevant manager.
  • Full understanding and management of what the airline customers expectations.
  • Updating the relevant manager of any price changes within the contract.
  • Ensuring thorough investigation of stock discrepancies and security issues, taking appropriate action to recover costs where applicable
  • Provide instruction, training, and support to the unit on all customer specific requirements
  • Measure, analyse and report service performance on a weekly basis for all customers to effectively manage, control and improve overall service performance
  • Implementing and monitoring agreed procedures relating to airline standards that impact the local unit.
  • Producing and updating a manual of services for each airline where applicable
  • Ensuring Service level agreements are achieved and maintained.


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:

  • Evidence of previous Customer Management experience
  • Excellent PC skills to include PowerPoint, Excel and Word (Level 2 or equivalent)
  • Evidence of good interpersonal, communication and teamwork skills
  • Relevant language skills if required by the airline contract

  • Customer Services Advisor

    7 days ago

    Glasgow, Scotland, Scotland, United Kingdom Hydrogen Group Full time

    Salary up to £25,000 per year plus benefitsGreater Glasgow - Office based Our financial services client is looking for a Customer Services Advisor to support the Customer Service Team. You will be the first point of contact for the banks customers, over the telephone and through email. You will be responsible for answering customer questions, resolve...

  • Customer Service Advisor

    3 months ago

    Glasgow, Scotland, Scotland, United Kingdom Greenbean Full time

    We are looking for Customer Service Advisors to join our call centre team in Glasgow on a long term, temporary ongoing basis.Full training will be provided for the role; however, a customer service background or call centre experience is extremely beneficial to excel in this role.Starting hourly rate of £11.44 which increases to £12.30 after 12 weeks...

  • Customer Support Manager

    7 days ago

    Glasgow, Scotland, Scotland, United Kingdom Miller Homes Ltd Full time

    About Us: At Miller Homes, we pride ourselves on being a company that not only builds exceptional homes but also invests in the people who make it all possible. We are renowned for our commitment to excellence and are dedicated to fostering a supportive and dynamic work environment. Our Scotland West team is a testament to our values of hard work, trust, and...

  • Customer Service Sales Representative

    1 month ago

    Glasgow, Scotland, Scotland, United Kingdom Vendora Inc Full time

    Company DescriptionNestled in the vibrant city of Glasgow, Vendora Inc is a dynamic customer acquisitions firm dedicated to driving growth for businesses of all sizes. Our passion lies in connecting our clients with their perfect customer base through innovative and tailored strategies.Role DescriptionThis is a full-time on-site role for a Customer Service...

  • Customer Service Administrator

    3 months ago

    Edinburgh, Scotland, Scotland, United Kingdom dnata Catering UK Full time

    Role PurposeThis role will need to be able to communicate both with our external customers and internally at all levels within the specific site. They will need to be able to develop trusted and influential relationships with all stakeholders to ensure agreed service standards are achieved. Responsible for monitoring and reporting on service standards...

  • Customer Service Advisor

    4 weeks ago

    Edinburgh, Scotland, Scotland, United Kingdom HAYS Full time

    Customer Services - Customer Service Advisor - Edinburgh / Hybrid Your new company You will be joining a well-known organisation who are a staple of the local community. Helping citizens by offering a range of vital services, you will be an integral part of the company's growing customer service function. You will be based in their Edinburgh office with...

  • Customer Service Executive

    2 days ago

    Edinburgh, Scotland, Scotland, United Kingdom Meraki Talent Ltd Full time

    Customer Service Executive PermanentEdinburghMeraki Talent’s Financial Planning/Advice client are looking for a Client Service Executive to join their team in Edinburgh.Responsibilities:Assist the IFA’s in managing client relationships, processing new business applications, gathering required documentation, and maintaining accurate client records.Prepare...

  • Field Based Customer Account Manager

    4 days ago

    Glasgow, Scotland, Scotland, United Kingdom Lavazza Professional UK Full time

    Who are we?Lavazza Professional is the Business-to-business (B2B) arm of Lavazza Group; as a brand we have grown over the last 120 years from a small Italian artisanal company to an industrial giant. We remain family owned and our passion for quality coffee is coupled with a spirit of entrepreneurship, defined by innovation and a sense of responsibility.At...

  • Senior Employment Solicitor

    4 weeks ago

    Glasgow, Scotland, Scotland, United Kingdom Service Care Solutions Full time

    Service Care Solutions are working with a leading legal500 law firm based in Glasgow. Who are a offering comprehensive legal services to both claimants and respondents. We are seeking a motivated and experienced Employment Lawyer to handle a diverse caseload, representing both claimants and respondents in Employment Tribunal claims. The ideal candidate will...

  • General Manager

    2 months ago

    Glasgow City, Scotland, Scotland, United Kingdom McKinlay Kidd Ltd Full time

    SummaryOrganise, motivate and develop our team of tailormade travel advisors to achieve performance targets, including customer satisfaction.Proactively contribute both strategically and practically to the senior leadership team to support the future growth and success of an entrepreneurial employee-owned business.Showcase an impressive natural flair for...

  • Customer Success Manager

    6 days ago

    Edinburgh, Scotland, Scotland, United Kingdom Mapal Group Full time

    Mapal Group is looking for an Endinburgh based Customer Success Manager.A Customer Success Manager engages on a counselling basis to understand our Customer’s requirements and changes to their business direction, suggesting changes to configuration or introducing our new functionality or products to support the client’s goals and help them achieve...

  • Assistant Store Manager

    1 month ago

    Glasgow, Scotland, Scotland, United Kingdom Zachary Daniels Full time

    Assistant Manager | Fashion Retail | Glasgow | Salary up to £28,000 + Benefits and BonusZachary Daniels Retail Recruitment are currently recruiting for a fabulous fashion store in Glasgow . You will be the Assistant Manager of a glamorous high street retailer and ensure that all day-to-day operational aspects of the store are managed effectively. You will...

  • Assistant Halls Manager

    4 days ago

    Glasgow, Scotland, Scotland, United Kingdom Downing Full time

    Assistant Halls of Residence ManagerGlasgowFull-Time PermanentDowning is an award-winning leading developer, owner and operator of bespoke, luxury student accommodation, residential and commercial property across the UK. We have been operating for over 30 years and currently have 13 operational student accommodation schemes in 9 major cities, with additional...

  • General Manager

    4 days ago

    Glasgow, Scotland, Scotland, United Kingdom Denholm Associates Full time

    We are looking for an experienced Manager who is looking to join a high performing business. This General Manager role sits as part of a senior leadership team and works closely with the Managing Director. The RoleProactively contribute both strategically and practically to the senior leadership team to support the future growth and success of an...

  • Store Manager

    2 days ago

    Glasgow, Scotland, Scotland, United Kingdom Zachary Daniels Full time

    Store Manager | New Store Opening | Glasgow | Up to £37,000 + Bonus Zachary Daniels has a brilliant opportunity for a Store Manager role with a branded clothing retailer who are currently growing and opening new stores across the UK and Europe. We have the pleasure in supporting them in seeking a Store Manager for their New Store Opening coming to Glasgow....

  • Branch Manager

    4 weeks ago

    Glasgow, Scotland, Scotland, United Kingdom Jewson Partnership Solutions Full time

    Are you based in the GLASGOW area? Do you have a passion for working with people, developing relationships and leading a team? Do you have leadership experience gained a Builder’s Merchant leading teams of up to 10 staff?Have you managed Public Sector customer previously?Jewson Partnership Solutions a leading building materials distributor in Northern...

  • Service Engineer

    4 weeks ago

    Glasgow, Scotland, Scotland, United Kingdom Elevation Recruitment Group Full time

    Elevation Recruitment Group is working with a market-leading business specialising in developing and integrating digital transformation solutions. They are looking for a Service Engineer to join their site in Glasgow.Salary: up to £55,000Benefits:25 days annual leave, 8 Bank Holidays, plus the ability to buy and sell up to 5 days per yearFlexible start and...

  • Venue Manager

    7 days ago

    Glasgow, Scotland, Scotland, United Kingdom Slay Glasgow Full time

    VENUE MANAGER POSITION - Hiring now!Hamilton Hunter Group are currently hiring a venue manager to run our award winning venue Slay. In this role you will be responsible for the running of the business on a day-to-day basis, working closely with and reporting to the owner. Our venue managers hours varies depending on the business needs.Previous experience in...

  • Product Manager

    3 weeks ago

    Glasgow, Scotland, Scotland, United Kingdom MAC Recruit Group Ltd Full time

    MRG is delighted to be bringing this exciting opportunity to the market with one of our key financial services clients in Glasgow. If you are an experienced and skilled Product Manager, with a strong background in proposition and product development across retail banking/insurance products in financial services, we want to speak to you about this exciting...

  • Sales Account Manager

    6 days ago

    Glasgow, Scotland, Scotland, United Kingdom McLays Foods Full time

    The ideal candidate will manage their own key accounts and assist in the development and strategy for assigned customers or regions. They should be skilled at building and maintaining relationships with clients and work to provide exceptional customer service. ResponsibilitiesGrow and manage a portfolio of accountsDevelop positive relationship with...