Account Support Specialist

dnata Manchester, England, United Kingdom

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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 develop trusted and influential relationships with all stakeholders to ensure agreed service standards are achieved. They will also need to be commercially aware to deliver contractual commitments cost‑effectively, highlighting cost/charge implications of any additional activity requested by the customer or stakeholder.

Responsible for monitoring and reporting on service standards against key measurement areas.

• 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 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.
• Uncover new opportunities or risk to existing business through regular customer dialogue.
• Manage service cost effectively and seek opportunities which enhance business profitability.
• Maintain strong and positive relations with the customer and 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
• Good attention to detail and accuracy
• Enthusiastic, self‑motivated, 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

• An opportunity to be part of the Emirates global family.
• Free breakfast, lunch and dinner on site.
• Free tea and coffee.
• Simply health Plan.
• Refer a Friend Scheme.
• Discounted gym membership at over 2000 gyms nationwide.
• Cycle to Work Scheme.
• Opportunity to enhance your learning through our in‑house apprenticeship programme.

Entry level

Full‑time

Other

Aviation & airlines

Manchester, England, United Kingdom

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