Account Support Specialist - 6 Month Contract

dnata; Manchester; Hybride; GBP 26 000 - 38 000; Plein temps

Avantages offerts par ce poste

Free breakfast, lunch and dinner on‑​s

Free tea and coffee

Simply health Plan

Refer a Friend Scheme

Discounted gym membership

Cycle to Work Scheme

Inhouse apprenticeship programme

Résumé du poste

Dnata in Manchester is seeking an Account Support Specialist to manage customer relations, monitor service levels and drive cost‑efficient performance across sites. You will cultivate trusted relationships with airline customers, ensure adherence to contractual standards and provide timely responses to queries.

The role requires strong communication, interpersonal and analytical skills, plus experience with airline procedures and key software tools such as PowerPoint, Excel, Word, SAP and Power

Qualifications

• Evidence of previous customer management experience.
• Strong PC skills including PowerPoint, Excel and Word (Level 2+).
• Demonstrated interpersonal, communication and teamwork abilities.
• Ability to work under pressure with accuracy.
• Understanding of company values and safety and security expectations.
• Interest in delivering excellent service and driving performance.

Responsabilités

• Interact with airline customer personnel at all levels.
• Ensure clear knowledge and communication of service standards.
• Monitor service performance and implement corrective actions.
• Respond promptly to customer queries and adverse comments.
• Maintain accurate records of service statistics and report to customers.
• Ensure two-way communication with customer and units.
• Stay updated on customer procedures and amendments.
• Manage unit service performance via requirements and analytics.
• Attend weekly or monthly customer meetings.
• Be on call for out-of-hours support when required.
• Conduct airline programme checks and delivery note audits.
• Identify new opportunities or risks through regular dialogue.

Connaissances

Customer management

Interpersonal skills

Communication

Teamwork

Under pressure

Attention to detail

Analytical skills

Airline industry knowledge

Customer service ethos

Persuasive communication

Outils

PowerPoint

Excel

Word

Cbase

SAP

Power BI

Description du poste

Account Support Specialist

Department: Central Functions

Employment Type: Permanent - Full Time

Location: Manchester M90 5AF (FLIGHT)

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, supply chain 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.

The RoleThe 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.

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.

Skills, Knowledge and Expertise

• 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
• Able to work under pressure
• Evidence of behaviours aligned to company values
• Delighting Customers Respect Safety and Security
• Imagination Performance Driven Service Excellence
• 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

Benefits

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.