Customer Service Administrator

Role Purpose

This role will need to be able to communicate both with our external customers and internally at all levels within the specific site. They will need to be able to develop trusted and influential relationships with all stakeholders to ensure agreed service standards are achieved. Responsible for monitoring and reporting on service standards against key areas of measurement and developing unit level corrective actions where standards are not achieved.

Stakeholders

Internal: Other team members, Unit Management Teams, Support Functions.

External: Airlines, Auditors, Contractors

Key Responsibilities

• 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 the 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 unit
• Ensure up to date knowledge of customer procedures and policies and any amendments as and when they are issued by the customer
• Attend weekly or monthly meetings with the customer as required
• Always maintain strong and positive relations with the customer and manage expectations in terms of service in line with contractual terms.
• Monitor and analyse operational performance and share this supportively with the unit
• Providing regular and prompt feedback to internal customers on key accounts activities, development and business progress
• 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.)
• To uncover new opportunities or risk to existing business through regular customer dialogue as to what is happening with their respective companies
• Full understanding of financial issues – know the pricing method, profit and what contribution each contact makes
• Management of airline customers expectations in line with agreed SLA, ensure unit is charging appropriately
• Managing service cost effectively and when appropriate seeking opportunities which enhances business profitability
• Be aware of possible pitfalls / opportunities
• To monitor accurate delivery notes and invoicing highlighting concerns to the relevant manager.
• Full understanding and management of what the airline customer is paying for and what they are not
• Updating the relevant manager of any local request for changes that might affect the pricing of the contract
• Ensuring thorough investigation of stock discrepancies and security issues, taking appropriate action to recover costs where applicable
• If it occurs at unit level to assist with any base closures supporting the unit and central CSM team. To ensure stock, equipment and other items are returned or dealt with correctly.
• Provide instruction, training, and support to the unit on all customer specific requirements
• To look for value-added initiatives internally and with customers and feedback to the appropriate manager.
• Measure, analyse and report service performance on a weekly basis for all customers to effectively manage, control and improve overall service performance
• Always maintain strong and positive relations with the customer
• Manage/ monitor local equipment levels in line with given par levels for Winter / Summer identify any areas for concern, shortfalls etc. Aim to track and resolve issues where possible.
• Operational Procedures – where new procedures have been introduced or current procedures changed ensure the unit is aware and changes are communicated effectively to the areas impacted.
• Influencing and negotiating to enhance customer service
• Implementing and monitoring agreed procedures relating to airline standards that impact the local unit.
• Producing and updating a manual of services for each airline where applicable
• Ensuring Service level agreements are achieved and maintained
• Ensuring Customs and Excise procedures are always adhered to
• Ensuring company policies and procedures are always adhered to
• Implementing and monitoring agreed procedures relating to airline standards that impact the local unit.
• Monitor financial performance and investigate anomalies
• This list is not exhaustive, accountabilities may vary dependant on locality or role complexity and may include any other duties considered reasonable by the line manager.

Key Performance Indicators:

• Customer feedback on timely responses
• Accuracy of information and tasks completed.
• Timely completion and submission of reports
• Attendance at weekly or monthly meetings
• Frequency of communication and structure
• Stock levels against airline par levels.
• OTP targets of x%, no CAT A’s.
• Airline audit result of x% improvement of x% against last audit.
• Communication processes with airline structured timely x meetings attended. OR weekly airline update provided to unit by x time on x day.

What you’ll show:

• Influencing skills
• Results orientation
• Innovation/ initiative
• Team Working
• Communication
• Attention to detail

What you’ll have:

• Evidence of previous Customer Services Administrator experience
• Excellent PC skills to include PowerPoint, Excel and Word (Level 2 or equivalent)
• Evidence of good interpersonal, communication and teamwork skills
• Relevant language skills if required by the airline contract