Company Description
Our production unit takes pride in offering top-tier luxury airline catering that is both elegant and sophisticated. Our team is dedicated to crafting a one-of-a-kind experience that is attractive to even the most discerning passengers. We focus on providing exceptional quality, first-class service, and an exquisite range of menu options that are sure to impress.
Job Description
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Build robust and sustainable individual relationships with all levels of contact within the Customer organisation, with positive and pro-active Customer Engagement, acting as an ambassador for the company and covering all aspects of our group trading.
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Understand the company’s contractual deliverables ensuring customer expectations are met or exceeded through the delivery of a high level of customer service and compliance.
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Support in effectively implementing and communicating account plans and activities.
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Attend all (relevant) internal and external meetings with the client while acting as an interface between all internal functions – operations, health and safety, menu development and senior management to drive continuous improvement and innovation.
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Effectively use data in all aspects of the business and to drive objective decision making
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Oversee and ensure customer audits (direct or third party) are managed with all internal teams including the customers performance team.
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Ensure inventory for nominated lines is captured and discussed on a bi-weekly basis with the client, agreeing burn-off or write-off as appropriate.
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Ensure the timely distribution of customer instructions and other relevant information as required within the company monitoring internal teams acknowledge and implement the same.
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Ensure the timely investigation and response to all customer complaints, delays, and other incidents with service impact
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Assist the Senior Account Manager to ensure trials are coordinated with clear objective, success criteria and measurements. Capturing action points and coordinating corrective action plans and/ or commercial impact for presentation back to the client.
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Oversee and ensure the accurate performance data capture against contractual KPIs, flagging trends to Process Owners and Customer and Product director, especially around OTP and safety issues
Qualifications
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Strong airline industry experience or demonstrable relevant industry experience (catering, logistics, retail, hospitality, operational)
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Demonstrable account management / customer services experience
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Strong interpersonal skills to build good customer and group company relationships
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Good presentation and team leadership skills
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Passion for providing excellent customer service
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Basic Food Safety and Hygiene understanding
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Ability to think strategically and commercially
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Strong analytical and numeracy skills
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Process driven and comfortable with complex data requirements
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Developing skills in forward planning with experience of Project Management related work
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Proficient IT skills, including Microsoft Excel, Word, and PowerPoint – with an ability and/or willingness to learn other systems as required.
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Effective communicator with excellent written and verbal communication skills in English.
Additional Information
We believe that our employees are the driving force behind our success and strive to create a positive and supportive work environment. As a member of our team, you will have access to a range of benefits, including:
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Competitive salary
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On-site role
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Enjoy perks by referring your friends through our Refer a Friend Scheme
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Save money and time with On-Site Free Meals
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Expand your skills and knowledge through our in-house training opportunities.
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A business where you can have a real impact, we’re not afraid of new ideas!
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Genuine career development opportunities, both nationally and internationally
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The opportunity to work with and represent one of the most innovative players in the luxury global gourmet entertainment market
DO&CO is an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status
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