Posted: 16 June
The role
Customer Service Representative (Fixed Term)
Full time Ltd South Apron Dublin Airport Dublin K67 C583
About the company
Gate Gourmet is the world's largest independent provider of catering services for airlines and is the core business behind gategroup, whose eleven associated brands offer customers a comprehensive scope of products and services for virtually any on-board need. We provide more than 200 million meals a year to our 270-plus customers at some 120 airport locations around the globe.
Job Summary
Working at the Dublin airport, you will be part of a highly motivated team delivering outstanding service to both external and internal customers, acting as the focal point for all communication and information between the customer and Gate Gourmet. The CS Rep takes responsibility for the daily Customer Service and Operational requirements for our airline customers and manages the on‑board handover to cabin crew – ensuring that the flights are fully catered to the relevant specifications. Key to this is the control and checking of the final internal catering handover, liaising with department supervisors in order to confirm the correct quantities, the right quality and to meet the required scheduled dock departure times.
Benefits
€17.06 per hour
In house training and development
Free meals & refreshments
Company sick pay
Paid Holiday
Pension scheme to help you save for your future since day one
Bespoke employee support programmer, including free counselling sessions
Refer a friend scheme with generous bonuses for each successful referral
Access to a great discount platform, saving you money on everyday purchases and so much more
Cycle to work scheme
Main Duties and Responsibilities
Ensure that all customer requirements and expectations are met
Attend aircraft to carry out the handover to cabin crew and sign off flights as complete and to specification
To take responsibility, whilst on duty, for the daily operational requirements of the customers.
To investigate customer reports in conjunction with relevant departments and respond accordingly
Continually evaluate and recommend improvements to working practices in respect of specific identified issues
To ensure all communications are correct and that they reach the relevant audience, with active follow up to ensure compliance
Keep accurate records of changes & transactions (use dispatch notes/uplift sheet to check off meal figures)
Check & Amend aircraft configuration changes (i.e., shortages/increases)
Ensure correct use of stowage labels on all carts and containers
To obtain uplift sheet with daily allocation of work, update sheets for the following day.
To check all equipment and is to satisfactory standard, i.e., in good working order (trolley doors, brakes), clean (old tickets removed), dry and bars for correct specification and quantities.
Checking Meals
To check the meals in all classes by number, type and colour codes for correct dates.
To check meals are to specification and comply with menu cards.
To check date codes of all items.
To check SPML specifications.
To check number of wasted meals and utilises wherever possible.
To ensure all meal increases are dealt with.
To complete all security checking procedures as required.
Other Duties
To handle aircraft type changes/cancellations/return caterings.
To request any extra items necessary for a flight.
Observes Health and Safety at Work Act and hygiene requirements
To ensure efficient hand over to catering teams. Including completed & signed handover sheets
To ensure the required temperature monitoring and all flights is carried out.
To ensure that any faulty/damaged equipment is reported to supervisor, tagged and removed from service
Financial Management
Being aware of the financial implications the may affect the operation of the business. (e.g. over catering, wastage, delays etc.)
Communication
Ensure Production are catering to latest specs
Participate in meetings with the customer as required.
Attend Commercial meetings as required.
Attend morning unit briefings on a daily basis.
Attend ad hoc meetings as required.
Qualifications and Experience
Work Experience
Experience in a similar role within a fast‑paced and highly pressurised environment
Previous Customer Service experience in an operational coordination role
Skills & Knowledge
Basic numeracy skills
Must demonstrate integrity, confidentiality and professionalism at all times
Ability to work efficiently using own initiative to resolve issues
Ability to build relations and work with diverse teams
Effective verbal and written communication skills in English
Good working knowledge of Microsoft Applications (Outlook, Word, Excel)
Ability to work under pressure and to tight timescales, prioritising as appropriate
Proactive and positive/flexible attitude
B- Driving licence would be an advantage but no necessary
All candidates will need to undergo and successfully complete a 5-year referencing process and CRC check in line with regulatory compliance requirements.
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