At a Glance
- Tasks: Manage customer relationships and ensure top-notch service delivery at Edinburgh Airport.
- Company: Join Swissport, a leader in airport services with a focus on teamwork.
- Benefits: Competitive salary, flexible working hours, and opportunities for career advancement.
- Other info: Fast-paced environment with a chance to grow your career in aviation.
- Why this job: Be the face of Swissport, making a real impact on customer satisfaction.
- Qualifications: Strong relationship management skills and experience in customer service.
The predicted salary is between 35000 - 45000 £ per year.
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
- Serve as the primary contact for all day-to-day operational communications with the Customers
- Ensure compliance with all customer and airline service requirements by maintaining performance as specified in the contract & SLA
- 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.
- Support the Station Team with preparation for key customer meetings
- Communicate internally, ensuring delivery of all targets and KPI’s, resource planning and all other areas of required responsibility
- Identify, implement and develop Service Delivery Improvements and initiatives where appropriate
- To report against SLA and contract delivery to Station Management as required
- 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
- Compliance with key customer KPI (SLA)
- Achieve Revenue Target KPIs
- Achieve Targeted NPS scores by customer
- Reduce Penalties paid to customer YoY
- Acknowledged ‘expert’ in Customer & Swissport relationships
Essential Requirements:
- Excellent Relationship Management
- Proven ability to influence both internally and externally
- Highly customer focused
- Demonstrable strong Leadership skills, able to manage and maintain accountability across multiple key stakeholders
- Exceptional customer service and communication skills
- Ability to work under pressure
- Excellent Problem-solving skills: root cause analysis and resolution generation
- Excellent conflict resolution skills and ability to diffuse potential situations
- Excellent oral and written communication skills, fluent in English
- Ability to multi-task and work effectively in a fast-paced environment
- Previous experience & knowledge of airports & airline operations
- Excellent attention to detail
- Computer literate with strong analytical skills – MS Office (Word, Excel, PowerPoint)
- Full UK Driving Licence
- Flexible working approach, covering business requirement
Customer Liaison Manager employer: Swissport-8ea42602
Swissport is an exceptional employer located at Edinburgh Airport, offering a dynamic work environment where employees can thrive in their roles. With a strong focus on professional development and excellent employee benefits, we foster a culture of collaboration and support, ensuring that our team members are equipped to exceed customer expectations. Join us to be part of a forward-thinking company that values your contributions and provides opportunities for growth within the aviation industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join relevant groups on social media, and don’t be shy to reach out to current employees at Swissport. A friendly chat can open doors!
✨Tip Number 2
Prepare for interviews by researching Swissport and understanding their values. Think about how your skills align with the Customer Liaison Manager role. We want to see you shine, so practice common interview questions and have your own ready to ask!
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you've tackled challenges in the past. This will demonstrate your ability to handle the fast-paced environment and customer expectations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team at Swissport. Let’s get you that Customer Liaison Manager role!
We think you need these skills to ace Customer Liaison Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Liaison Manager role. Highlight your experience in relationship management and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the role. Share specific examples of how you've successfully managed customer relationships and met KPIs in the past. We love a good story!
Show Off Your Communication Skills:Since this role requires exceptional communication skills, make sure your application reflects that. Keep your language clear and concise, and double-check for any typos or errors. We appreciate attention to detail!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. We can't wait to hear from you!
How to prepare for a job interview at Swissport-8ea42602
✨Know Your Customer Airlines
Before the interview, do your homework on the customer airlines you'll be liaising with. Understand their expectations, recent news, and any challenges they might be facing. This will show that you're proactive and genuinely interested in the role.
✨Demonstrate Relationship Management Skills
Be ready to share examples of how you've successfully managed relationships in the past. Think about specific situations where you influenced stakeholders or resolved conflicts. This will highlight your ability to maintain excellent working relationships, which is crucial for this role.
✨Showcase Your Problem-Solving Abilities
Prepare to discuss instances where you've identified issues and implemented solutions. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your analytical skills and your proactive approach to problem-solving.
✨Communicate Clearly and Confidently
Since communication is key in this role, practice articulating your thoughts clearly. Be concise and confident in your responses. Consider doing mock interviews with a friend to refine your delivery and ensure you come across as professional and approachable.
