Customer Service Manager

Want to elevate your career to a Higher Altitude? Come join Australia's premier inflight meal manufacturer and retail partner. Global Brand. Market Leader. At dnata catering & retail, the sky's truly the limit AVIATION SUPPORT BUSINESS OF THE YEAR 2025AUSTRALASIA's AIRLINE CATERER OF THE YEAR 2025 We have an exciting opportunity available for a Customer Service Manager to join our friendly and supportive team based at Brisbane Airport on a full-time permanent basis. Do you have high-level Customer Account Management skills, have you managed tough clients before, do you have an operational skills set and a relationship sales mindset? More about this role: To put it simply, you will be the central point of contact for day to day operational matters between our company and the airlines, and the conduit for all communication between the operations team and clients. In a nutshell, your main responsibilities are: Establishing and maintaining excellent working relationships with our internal and external customers. Manage the day of operations window whilst on shift for your designated airlines. Relay information for any changes to orders from aircraft to internal departments Support the Business Manager and represent the company at functions, ensuring that dnata and its products and services are presented in a strong and positive light. Participating in and ensure that audit and quality controls are conducted regularly. Providing expert advice to client airlines in all facets of customer service including logistical and customs information. Improving customer service quality results by obtaining feedback from our clients Establishing communication service standards and implement company productivity, quality and customer service standards. Pro-actively address performance issues by identifying areas of non-performance as well as root cause, and provide support to prevent future occurrences, including any training required to individuals. Assist with any operational investigations for incidents that occurred during your shift, complete an incident report and elevate to the Business Manager. Contributing towards effective cost management through education and training especially in areas of flight make up, aircraft loading and inventory management. What do you need to be successful in securing this role? Proven knowledge and experience in a Client Management role. Food Safety and HACCAP qualifications desirable. Available to work a rotating shift roster which includes weekends and public holidays Available for occasional out of hours work to meet changing flight schedules. Excellent problem-solving, as well as written and verbal communication skills. Ability to handle challenging situations with tact and diplomacy. Demonstrated ability to work with a diverse group of stakeholders. Sound knowledge of the airline or food manufacturing industry a bonus. Competent in documentation and records management. Ability to obtain an ASIC pass and an Airside Driver’s License. As you will be working in the Aviation Services industry, you will be required to obtain a clear National Police Check. What’s in it for you? 5 weeks Annual Leave. Free onsite parking, meals, and uniforms. Career development and progression. Be part of a close knit and dedicated team that are committed to excellence. Discounts at hundreds of retailers, discounted health insurance, novated lease option and wellbeing resources including online exercise classes. About Us: We are Australia’s largest and most admired inflight catering and retail partner. Specialising in inflight catering and retail, food manufacturing, and airport lounge management, our group of diverse brands enables us to deliver extensive service capabilities. Chosen by many of the world’s top airlines, we operate 16 facilities across 10 cities and employ over 4,000 people who help us to produce over 64 million meals, and service more than 250,000 flights, each year. Parent company dnata – part of the Emirates Group – is one of the world’s largest air services providers. Offering ground handling, cargo, travel, and inflight catering and retail services, dnata ensures the aviation industry operates smoothly and efficiently. Want to know more about dnata catering and our global businesses? Visit our Australian careers website and watch a short video here: Does this role sound perfect for you? If so, we want to hear from you To start the journey of joining our corporate team, click the link below and upload your resume and a cover letter that outlines your suitability for the role. #J-18808-Ljbffr