Account Support Specialist

Role Purpose

The role will need to be able to communicate both with our external customers and internally at all levels and across all sites. They will need to be able to develop trusted and influential relationships with all stakeholders to ensure agreed service standards are achieved. In addition they will need to be commercially aware to ensure contractual commitments are delivered in a cost effective manner highlighting cost/ charge implication of any additional activity requested by the customer/ stakeholder. Responsible for monitoring and reporting on service standards against key areas of measurement.

Stakeholders

Internal: Senior Management Team, Operational Service Delivery Team, Unit Function Managers, Compliance Team, Financial Team, IT Team, Supply Chain Team, Human Resources, Customer Services, Sales and Commercial Team

External: Airline’s

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 units
• Ensure up to date knowledge of customer procedures and policies and any amendments as and when they are issued by the customer
• Manage Unit service performance via customer requirements, process manual adoption and performance analytics
• Attend weekly or monthly meetings with the customers
• Ensure as required, out of hours availability to be on call.
• Complete airline programme checks as required.
• Produce dummy delivery notes and conduct regular checks as required
• To uncover new opportunities or risk to existing business through regular customer dialogue as to what is happening with their respective companies
• Managing service cost effectively and when appropriate seeking opportunities which enhances business profitability
• Maintain strong and positive relations with the customer at all manage expectations in terms of service in line with contractual terms.

This list is not exhaustive; accountabilities may vary and may include any other duties considered reasonable by the line manager

What you’ll have:

Essential

• Evidence of previous Customer Management experience
• Excellent PC skills to include PowerPoint, Excel and Word (Level 2 or equivalent)
• Evidence of good interpersonal, communication and teamwork skills

Desirable

• Able to work under pressure
• Good attention to detail and accuracy
• Enthusiastic, self-motived, proactive and persuasive
• Knowledge of the airline industry Knowledge of Cbase, SAP and Power biAnalytical skills, including attention to detail and accuracy, methodical, and logical in their approach to work