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 the aviation industry.
- Why this job: Be the face of Swissport, making a real impact on customer satisfaction.
- Qualifications: Strong relationship management skills and a passion for excellent 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 and 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 and 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 KPIs 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 and 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 KPIs, resource planning and all other areas of required responsibility.
- Identify, implement and develop Service Delivery Improvements and initiatives where appropriate.
- 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 and 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 and knowledge of airports and 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 International
Swissport is an exceptional employer, offering a dynamic work environment at Edinburgh Airport where employees can thrive in a fast-paced, customer-focused setting. With a strong emphasis on professional development and excellent relationship management, team members are encouraged to grow their skills while contributing to the success of our airline partners. Our commitment to fostering a collaborative culture ensures that every employee feels valued and empowered to make a meaningful impact.
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 you engage, the better your chances of landing that Customer Liaison Manager role.
✨Tip Number 2
Prepare for interviews by researching Swissport and understanding their customer service ethos. Be ready to discuss how you can enhance relationships with airlines and meet those all-important KPIs.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Think of examples where you've successfully managed conflicts or improved service delivery. This will demonstrate your fit for 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 speaks directly 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 tell us why you're passionate about this role and how your background aligns with our needs. Be sure to mention your customer service skills and any experience in the airline industry.
Showcase Your Communication Skills:Since communication is key for this role, make sure your application is clear and concise. Use proper grammar and structure to demonstrate your exceptional written communication skills. We love a well-organised application!
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’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Swissport International
✨Know Your Customers
Before the interview, research Swissport and its customer airlines. Understand their values, services, and any recent news. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
As a Customer Liaison Manager, communication is key. Prepare examples of how you've effectively communicated with stakeholders in the past. Be ready to discuss how you would handle difficult conversations or conflicts with customers.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've identified problems and implemented solutions. Be prepared to discuss your approach to root cause analysis and how you can apply these skills to improve service delivery at Swissport.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your ability to manage relationships and meet KPIs. Practice responding to hypothetical situations related to customer service and operational challenges, showcasing your proactive approach.
