Airline Operational Account Manager

Do & Co; Hounslow; On-site; GBP 30,000 - 50,000; Full time

Job summary

A leading luxury airline catering company in Hounslow is looking for a role focused on building relationships and ensuring top-tier customer service. The ideal candidate will have strong account management skills and a passion for the customer experience. You will support in account management and coordinate effectively within teams to meet service contracts. Competitive salary based on experience and many benefits offered.

Benefits

Competitive salary based on experience

Free on-site staff meals

Pension scheme

Opportunity to travel for events

Refer a Friend Scheme

Qualifications

• Experience in catering, logistics, retail, hospitality, or operational roles.
• Excellent written and verbal communication skills in English.
• Willingness to learn new systems.

Responsibilities

• Build robust relationships with all levels of contact within the Customer organisation.
• Ensure customer expectations are met through high-level service.
• Manage customer audits and oversee performance data.

Skills

Strong airline industry experience or relevant industry experience

Demonstrable account management / customer service experience

Strong interpersonal skills

Good presentation and team leadership skills

Passion for providing excellent customer service

Basic Food Safety and Hygiene understanding

Ability to think strategically and commercially

Strong analytical and numeracy skills

Process driven with complex data

Proficient IT skills

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Paxia system

Job description

Job Description

Build robust and sustainable individual relationships with all levels of contact within the Customer organisation, with positive and pro‑active Customer Engagement, acting as an ambassador for the company and covering all aspects of our group trading.

Understand the company’s contractual deliverables ensuring customer expectations are met or exceeded through the delivery of a high level of customer service and compliance.

Support in effectively implementing and communicating account plans and activities.

Attend all (relevant) internal and external meetings with the client while acting as an interface between all internal functions – operations, health and safety, menu development and senior management to drive continuous improvement and innovation.

Effectively use data in all aspects of the business and to drive objective decision making.

Oversee and ensure customer audits (direct or third party) are managed with all internal teams including the customers performance team.

Ensure inventory for nominated lines is captured and discussed on a bi‑weekly basis with the client, agreeing burn‑off or write‑off as appropriate.

Ensure the timely distribution of customer instructions and other relevant information as required within the company monitoring internal teams acknowledge and implement the same.

Ensure the timely investigation and response to all customer complaints, delays, and other incidents with service impact.

Assist the Senior Account Manager to ensure trials are coordinated with clear objective, success criteria and measurements. Capturing action points and coordinating corrective action plans and / or commercial impact for presentation back to the client.

Oversee and ensure the accurate performance data capture against contractual KPIs, flagging trends to Process Owners and Customer and Product director, especially around OTP and safety issues.

Company Description

Our production unit takes pride in offering top‑tier luxury airline catering that is both elegant and sophisticated. Our team is dedicated to crafting a one‑of‑a‑kind experience that is attractive to even the most discerning passengers. We focus on providing exceptional quality, first‑class service, and an exquisite range of menu options that are sure to impress.

Qualifications

• Strong airline industry experience or demonstrable relevant industry experience (catering, logistics, retail, hospitality, operational)
• Demonstrable account management / customer services experience
• Strong interpersonal skills to build good customer and group company relationships
• Good presentation and team leadership skills
• Passion for providing excellent customer service
• Basic Food Safety and Hygiene understanding
• Ability to think strategically and commercially
• Strong analytical and numeracy skills
• Process driven and comfortable with complex data requirements
• Developing skills in forward planning with experience of Project Management related work
• Proficient IT skills, including Microsoft Excel, Word, and PowerPoint – with an ability and / or willingness to learn other systems as required. Experience in Paxia system highly desirable.
• Effective communicator with excellent written and verbal communication skills in English.

Additional Information

• Competitive salary based on experience
• Training and qualifications needed to perform your duty including Food Safety Qualifications
• Access to CIPD to expand your skills and knowledge
• Free on‑site staff meals
• On‑Site role
• Pension scheme
• Salary reviews in line with personal performance
• Opportunity to travel and work at DO & CO events nationally and internationally.
• Enjoy perks by referring your friends through our Refer a Friend Scheme
• A business where you can have a real impact, we’re not afraid of new ideas!
• The opportunity to work with and represent one of the most innovative players in the luxury global gourmet entertainment market

DO&CO is an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status