Customer Service Manager

gategroup; Stretford; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading aviation service provider in Stretford is seeking a Customer Service Manager to oversee operations and ensure compliance in food production. This role involves daily customer interactions, managing KPIs, meal evaluations, and collaboration across various departments. The ideal candidate will have a strong aviation catering background, leadership skills, and a solid understanding of food safety standards. Join a dynamic team that keeps the aviation supply chain running smoothly in a fast-paced environment.

Qualifications

• Solid experience managing busy food production or manufacturing operations.
• Aviation catering background with knowledge of compliance and security.
• Credentials in food hygiene and safety.
• Ability to develop long-term client relationships.

Responsibilities

• Bridge between operations and airlines, handling daily customer calls.
• Own customer KPIs, manage meal evaluations and investigate reports.
• Collaborate across departments ensuring effective communication.

Skills

Solid experience managing busy food production

Aviation catering background

Food hygiene and safety credentials

Strong interpersonal skills

Leadership and influencing skills

Job description

gategroup Trafford Park, England, United Kingdom

Customer Service Manager

gategroup Trafford Park, England, United Kingdom

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.

Role Overview

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.

Responsibilities

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.

Qualifications

• Solid experience managing busy food production or manufacturing operations
• Aviation catering background (you get the compliance, security, and pace)
• Food hygiene and safety credentials.
• Strong 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

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Customer Service, Production, and Administrative

Industries

• Airlines and Aviation and Food and Beverage Manufacturing