Customer Service Manager

Role Purpose

This role will need to be able to communicate both with our external customers and internally at all levels within the Glasgow site. They will need to be able to develop trusted and influential relationships with all stakeholders to ensure agreed service standards are achieved. Responsible for monitoring and reporting on service standards against key areas of measurement and developing unit level corrective actions where standards are not achieved.

Stakeholders:

Internal: Other team members, Unit Management Teams, Support Functions.

External: Airlines, Auditors, Contractors

Key Responsibilities:

• 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 that we have clear communication between the customer and the unit.
• Ensure up to date knowledge of customer procedures and policies and any amendments as and when they are issued by the customer
• Attend weekly or monthly meetings with the customer as required
• Always maintain strong and positive relations with the customer and manage expectations in terms of service in line with contractual terms.
• Monitor and analyse operational performance and share this supportively with the unit
• Providing regular and prompt feedback to internal customers on key accounts activities, development and business progress
• Providing on-going information to the unit to enable them to provide the contracted service to customers (meals, specs, loading plans, ancillary services, prices, etc.)
• To uncover new opportunities or risk to existing business through regular customer dialogue as to what is happening with their respective companies
• Full understanding of financial issues – know the pricing method, profit and what contribution each contact makes
• Management of airline customers expectations in line with agreed SLA, ensure unit is charging appropriately
• To monitor accurate delivery notes and invoicing highlighting concerns to the relevant manager.
• Full understanding and management of what the airline customers expectations.
• Updating the relevant manager of any price changes within the contract.
• Ensuring thorough investigation of stock discrepancies and security issues, taking appropriate action to recover costs where applicable
• Provide instruction, training, and support to the unit on all customer specific requirements
• Measure, analyse and report service performance on a weekly basis for all customers to effectively manage, control and improve overall service performance
• Implementing and monitoring agreed procedures relating to airline standards that impact the local unit.
• Producing and updating a manual of services for each airline where applicable
• Ensuring Service level agreements are achieved and maintained.

This list is not exhaustive, accountabilities may vary dependant on locality or role complexity and may include any other duties considered reasonable by the line manager.

What you’ll have:

• 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
• Relevant language skills if required by the airline contract