Customer Liaison Manager

Swissport International AG; City of Edinburgh; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player seeks a Customer Liaison Manager to enhance relationships with airline customers in Edinburgh. This pivotal role involves ensuring compliance with service standards, driving performance improvements, and maintaining effective communication across all levels. The ideal candidate will possess exceptional leadership and problem-solving skills, along with a strong customer focus. Join a dynamic team where your contributions will directly impact operational success and customer satisfaction. If you're passionate about delivering top-notch service in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• Proven ability to influence stakeholders and maintain accountability.
• Exceptional customer service and communication skills required.

Responsibilities

• Serve as the primary contact for operational communications with customers.
• Develop and maintain professional relationships with stakeholders.
• Identify and implement service delivery improvements.

Skills

Relationship Management

Customer Focus

Leadership Skills

Problem-Solving

Communication Skills

Conflict Resolution

Analytical Skills

Multi-tasking

Tools

MS Office

Job description

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Overview

The Customer Liaison Manager will support the GM, Deputy GM and Heads of Department in the day to day management of customer airlines and their expectations.

You will be responsible for the coordination & effective communication across all of Edinburgh's customer airlines; ensuring all areas of the business are maintained, by promoting and maintaining excellent working relationships both internally & externally. As the lynchpin between Swissport and the Airline Customers, the role holder will be expected to physically support the Station, to ensure all agreed Airline targets and KPI's are achieved (if not exceeded). The role holder will be the face of Swissport to Edinburgh's Customers at a front line, operational level.

Responsibilities

1. Serve as the primary contact for all day-to-day operational communications with the Customers.
2. Ensure compliance with all customer and airline service requirements by maintaining performance as specified in the contract & SLA.
3. Responsible for developing and maintaining a good, professional working relationship with all customer and internal stakeholders, establishing a clear line of communication at all levels.
4. Support the Station Team with preparation for key customer meetings.
5. Communicate internally, ensuring delivery of all targets and KPI's, resource planning and all other areas of required responsibility.
6. Identify, implement and develop Service Delivery Improvements and initiatives where appropriate.
7. Report against SLA and contract delivery to Station Management as required.
8. Develop and implement processes to analyse performance data and identify trends to initiate ideas to improve the overall service delivery.

Focus on actions required both internally and externally, with a proactive approach to problem-solving.

Qualifications

1. Compliance with key customer KPI (SLA).
2. Achieve Revenue Target KPIs.
3. Achieve Targeted NPS scores by customer.
4. Reduce Penalties paid to customer YoY.
5. Acknowledged 'expert' in Customer & Swissport relationships.

Essential Requirements:

1. Excellent Relationship Management.
2. Proven ability to influence both internally and externally.
3. Highly customer focused.
4. Demonstrable strong Leadership skills, able to manage and maintain accountability across multiple key stakeholders.
5. Exceptional customer service and communication skills.
6. Ability to work under pressure.
7. Excellent Problem-solving skills: root cause analysis and resolution generation.
8. Excellent conflict resolution skills and ability to diffuse potential situations.
9. Excellent oral and written communication skills, fluent in English.
10. Ability to multi-task and work effectively in a fast-paced environment.
11. Previous experience & knowledge of airports & airline operations.
12. Excellent attention to detail.
13. Computer literate with strong analytical skills - MS Office (Word, Excel, PowerPoint).
14. Full UK Driving Licence.
15. Flexible working approach, covering business requirement.