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3 months ago
Alpha LSG
Salary: £27,000 - £27,500
Location: London Stansted Airport
Job type: Permanent
Sector: Airport
Category: Customer Service Jobs
What the role is:

In this role, you will need to be able to develop trusted and influential relationships with all stakeholders to ensure agreed service standards are achieved. You will be monitoring and reporting on service standards against key areas of measurement and developing unit level corrective actions where standards are not achieved.

What you’ll be doing:

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Interact with the airline customer personnel at all levels

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Ensure clear knowledge and communication of the expected service standards

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Complete service performance monitoring and review with the areas of concern highlighted and corrective actions agreed and in place

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Maintain accurate records of service statistics with timely reporting to the customer in line with contractual agreements

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Ensure up to date knowledge of customer procedures and policies and any amendments as and when they are issued by the customer

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Maintain strong and positive relations with the customer at all times and manage expectations in terms of service in line with contractual terms

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Providing on-going information to the unit to enable them to provide the contracted service to customers (meals, specs, loading plans, ancillary services, prices, etc.)

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Managing service cost effectively and when appropriateseeking opportunities which enhances business profitability

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Ensuring thorough investigation of stock discrepancies and security issues, taking appropriate action to recover costs where applicable

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To look for value-added initiatives internally and with customers and feedback to the appropriate manager

What you’ll have:

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Evidence of previous Customer Management experience

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Excellent PC skills to include PowerPoint, Excel and Word (Level 2 or equivalent)

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Evidence of good interpersonal, communication and teamwork skills

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Relevant language skills if required by the airline contract

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