Dnata

Global air and travel services provider

Account Support Specialist

Customer SuccessUpdated on Nov 15

Full-timeManchester, UKNo salary listed

About the Job

Requirements

Evidence of previous customer management experience.
Excellent PC skills, including PowerPoint, Excel, and Word at Level 2 or equivalent.
Knowledge of the airline industry.
Knowledge of Cbase, SAP, and Power BI.
Analytical skills, attention to detail and accuracy, and a methodical and logical approach to work.
Ability to work under pressure.

Responsibilities

Interact with airline customer personnel at all levels.
Ensure clear knowledge and communication of expected service standards.
Monitor and review service performance, highlight areas of concern, and agree and implement corrective actions.
Respond promptly to customer queries and adverse comments.
Maintain accurate service statistics and report to customers on time in line with contractual agreements.
Ensure two-way communication between the customer and operating units.
Keep up-to-date with customer procedures, policies, and amendments.
Manage unit service performance against customer requirements, process manual adoption, and performance analytics.
Attend weekly or monthly customer meetings.
Provide out-of-hours on-call availability as required.
Complete airline programme checks as required.
Produce dummy delivery notes and conduct regular checks as required.
Identify new opportunities or risks to existing business through regular customer dialogue.
Manage service costs effectively and seek opportunities to enhance business profitability where appropriate.
Maintain positive customer relations and manage service expectations in line with contractual terms.
Communicate with external customers and internal stakeholders across all levels and sites, building trusted relationships to achieve agreed service standards.
Highlight cost or charge implications of additional customer or stakeholder requests and ensure contractual commitments are delivered cost-effectively.

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 Role
The 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.

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.

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

About the Company

Dnata

Global air and travel services provider

Dnata is a global provider of air and travel services across four segments: ground handling, cargo, travel services, and flight catering. It supports airports and airlines through airport operations, handles international cargo and logistics, and serves travelers via a network of 300 outlets in over 180 markets, including UK travel brands like Gold Medal Travel Group. Its model combines services across the aviation value chain and grows through acquisitions, such as Cologne Bonn Cargo Centre, to broaden its footprint. Backed by the Emirates Group, its goal is to enable smooth travel and aviation operations worldwide by offering integrated ground, cargo, travel, and catering services.

Company size: 10,001+
Company stage: Not listed
Total funding: Not listed
Headquarters: Dubai, United Arab Emirates
Founded: 1959

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