Customer Service Manager

Gategroup; Eccles; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading aviation catering company in the UK is seeking an experienced Customer Service Manager to act as the bridge between operations and airlines. The ideal candidate will have solid experience in managing busy food production environments and an aviation catering background. Responsibilities include managing customer calls, KPIs, and driving operational improvements. Strong interpersonal and leadership skills are vital for managing client relationships effectively.

Qualifications

• Solid experience managing busy food production or manufacturing operations.
• Aviation catering background with compliance and security knowledge.
• Food hygiene and safety credentials required.

Responsibilities

• Serve as the bridge between operations and airlines.
• Manage daily customer calls and monthly safety reviews.
• Own customer KPIs and drive improvements.

Skills

Food production management

Aviation catering knowledge

Interpersonal skills

Leadership

Client management

Job description

Overview

Customer Service Manager – Aviation Catering

We're looking for someone who gets it. Someone who understands that when an airline serves 30,000 meals a day, there's no room for "nearly" or "almost". You'll need sharp elbows, a cool head, and the kind of aviation supply chain knowledge that only comes with experience.

The role

You're the bridge between our operation and the airlines. Daily customer calls, monthly safety reviews, meal evaluations, and investigating everything from delays to foreign object reports. You'll own the customer KPIs, manage temperature logs, MDC audits, CAA inspections, and drive improvements that stick. This is a 7-day operation – aviation doesn't sleep.

What you'll actually be doing

You'll be the bridge between our operation and the airlines we serve. Think daily customer calls, monthly safety reviews, and being the person everyone turns to when a query lands or something needs fixing fast. You'll own the customer KPIs, manage meal evaluations, investigate everything from delays to the foreign object reports, and keep all departments singing from the same hymn sheet.

Temperature logs, MDC audits, CAA inspections, crew feedback – it all comes through you. You'll brief teams, spot problems before they become disasters, and drive the kind of improvements that actually stick. You'll collaborate and rotate through different departments / unit's as required.

You'll need

• Solid experience managing busy food production or manufacturing operations
• Aviation catering background (you get the compliance, security, and pace)
• Food hygiene and safety credentials.
• String interpersonal skills with the ability to develop long term relationships and facilitate sometimes diverse groups of people to work together to achieve shared objective.
• The ability to handle clients without breaking a sweat.
• Leadership and influencing skills that actually motivate people