Account Support Specialist

dnata catering UK; Manchester; On-site; GBP 100,000 - 125,000; Full time

Job summary

A major airline catering service in Manchester seeks a dedicated customer manager to oversee service performance and enhance customer relations. The ideal candidate has proven experience in customer management, strong PC skills, and the ability to maintain communication with airline clients. With benefits including free meals, a supportive work environment, and opportunities for professional development, this role is an excellent opportunity for those with an interest in the airline industry.

Benefits

Free breakfast, lunch, and dinner on site

Free tea and coffee

Simply Health Plan

Refer a Friend Scheme

Discounted gym membership

Cycle to Work Scheme

In-house apprenticeship programme

Qualifications

• 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.

Responsibilities

• Interact with the airline customer personnel at all levels.
• Complete service performance monitoring and review with areas of concern highlighted.
• Deliver timely responses to customer queries.

Skills

Customer Management experience

PC skills (PowerPoint, Excel, Word)

Interpersonal skills

Communication skills

Teamwork skills

Tools

Cbase

SAP

Power BI

Job description

Who are we?

Dnata is one of the world’s largest air and travel services providers. We provide a comprehensive range of inflight catering, onboard retail, supplychain and logistics services at all major and regional airports across the UK. Dnata Catering provide expertly crafted inflight catering services, delivering fresh and high-quality meals at major and regional airports across the UK. As the leading Halal caterer in the UK, we also provide tailored experiences to meet each customer’s unique needs. We’re a leader in VIP catering, offering bespoke inflight to private and charter clients.

Role Purpose

The role will need to be able to communicate both with our external customers and internally at all levels and across all sites. They will need to be able to develop trusted and influential relationships with all stakeholders to ensure agreed service standards are achieved. In addition they will need to be commercially aware to ensure contractual commitments are delivered in a cost effective manner highlighting cost/ charge implication of any additional activity requested by the customer/ stakeholder. Responsible for monitoring and reporting on service standards against key areas of measurement.

Stakeholders

Internal: Senior Management Team, Operational Service Delivery Team, Unit Function Managers, Compliance Team, Financial Team, IT Team, Supply Chain Team, Human Resources, Customer Services, Sales and Commercial Team

External: Airline’s

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 two-way communication both to the customer and the units
• Ensure up to date knowledge of customer procedures and policies and any amendments as and when they are issued by the customer
• Manage Unit service performance via customer requirements, process manual adoption and performance analytics
• Attend weekly or monthly meetings with the customers
• Ensure as required, out of hours availability to be on call.
• Complete airline programme checks as required.
• Produce dummy delivery notes and conduct regular checks as required
• To uncover new opportunities or risk to existing business through regular customer dialogue as to what is happening with their respective companies
• Managing service cost effectively and when appropriate seeking opportunities which enhances business profitability
• Maintain strong and positive relations with the customer at all manage expectations in terms of service in line with contractual terms.
• This list is not exhaustive; accountabilities may vary and may include any other duties considered reasonable by the line manager

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

What you’ll have

Essential:

• 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

Desirable:

• Able to work under pressure
• Good attention to detail and accuracy
• Enthusiastic, self-motived, proactive and persuasive
• Knowledge of the airline industry
• Knowledge of Cbase, SAP and Power bi
• Analytical skills, including attention to detail and accuracy, methodical, and logical in their approach to work

What's in it for you?

• An opportunity to be part of the Emirates global family.
• Free breakfast, lunch and dinner on site
• Free tea and coffee
• Simply health Plan
• Refer a Friend Scheme
• Discounted gym membership at over 2000 gyms nationwide
• Cycle to Work Scheme
• Opportunity to enhance your learning through our inhouse apprenticeship programme

If you're invited to interview, please let us know if there are any adjustments we can make to ensure you're cleared for take-off and able to perform at your best. We’re committed to making the recruitment journey as smooth and inclusive as possible.

Our roles attract high volumes of applications, so it may take us a little time to taxi through them all. We aim to respond to every application within 14 days. If you haven’t heard from us by then — or if you have any questions about this or other opportunities — feel free to contact a member of our Talent crew for further assistance.

We appreciate your patience while we navigate the runway!