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
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 in Edinburgh employer: Swissport-8ea42602
Swissport is an exceptional employer, offering a dynamic work environment at Edinburgh Airport where you can thrive in a role that directly impacts customer satisfaction and operational excellence. With a strong focus on employee development, we provide ample opportunities for growth and advancement, alongside a supportive culture that values teamwork and communication. Join us to be part of a company that prioritises both its employees and the quality of service delivered to our airline partners.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Manager in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. The more people you know, the better your chances of landing that Customer Liaison Manager role.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your skills in relationship management and customer service. This will help you stand out as the perfect fit for the team.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to discuss specific examples where you've successfully resolved conflicts or improved service delivery. This will demonstrate your ability to handle the pressures of the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Liaison Manager in Edinburgh
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 passionate about this role and how your background aligns with our needs. We love seeing genuine enthusiasm for the position and our company.
Showcase Your Communication Skills:Since communication is key in this role, make sure your application reflects your exceptional written skills. Keep it clear, concise, and professional. We want to see that you can communicate effectively, just like you would with our customers!
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. Plus, it’s super easy!
How to prepare for a job interview at Swissport-8ea42602
✨Know Your Customer Service Inside Out
Make sure you understand the ins and outs of customer service, especially in the airline industry. Brush up on Swissport's values and how they align with excellent customer service. Be ready to share examples of how you've successfully managed customer relationships in the past.
✨Showcase Your Communication Skills
As a Customer Liaison Manager, communication is key. Prepare to demonstrate your ability to communicate effectively with both customers and internal teams. Think of specific instances where your communication skills made a difference in resolving issues or improving relationships.
✨Be Ready to Discuss KPIs and Performance Metrics
Familiarise yourself with key performance indicators (KPIs) relevant to the role. Be prepared to discuss how you've met or exceeded targets in previous roles. This shows that you understand the importance of performance metrics in maintaining customer satisfaction.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you handle challenging situations. Think of examples where you've successfully resolved conflicts or improved service delivery. Highlight your analytical skills and your proactive approach to problem-solving, as these are crucial for the role.
