Job Advert

Customer Service Representative (Fixed Term)

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

What will life in Gategroup Team look like for you.

• €17.06 per hour
• 5 over 7 rotating rosters; shift timings 0600-1400/0530-13.30
• 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 an 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 license 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.