Join to apply for the Customer Service Manager role at dnata .
Location: Brisbane Airport – full‑time permanent.
More About This Role – You will be the central point of contact for day‑to‑day operational matters between dnata and airlines, and the conduit for all communication between the operations team and clients.
In a Nutshell, Your Main Responsibilities Are
* Establish and maintain excellent working relationships with 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 dnata and its products and services are presented in a strong and positive light.
* Participate in and ensure audit and quality controls are conducted regularly.
* Provide expert advice to client airlines in all facets of customer service including logistical and customs information.
* Improve customer service quality results by obtaining feedback from our clients.
* Establish 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 escalated to the Business Manager.
* Contribute 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?
* Competitive salary.
* 5 weeks Annual Leave.
* Free onsite parking, meals and uniforms.
* Career development and progression.
* Be part of a close knit and dedicated team that is 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, retail, food manufacturing and airport lounge management, our group of diverse brands delivers extensive service capabilities. 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, ensuring the aviation industry operates smoothly and efficiently.
To start your journey with us, click here to upload your resume and cover letter: Apply Now .
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