Where teamwork goes further

When you’re one of our team, you’ll play a vital part in every customer’s journey.

The part you’ll play

This role will support the Customer Success team in strengthening our existing focus on our customers and providing our Customers and internal stakeholders with robust information in a clear and timely format.  Data shall be analysed to identify areas that require focus and improvement to add value to our Customer relationships and proposition.  Engaging and professional presentations to be created to ensure that customer meetings are strong, proactive and action focused.  

  • Compile monthly data in all operational SLAs for identified customers and update a yearly tracker to gather an annual overview and comparison of month on month and year on year results.
  • Compile a tracker of penalties/service credits, bonuses, revenue and commissions for each relevant account and gather an annual overview.
  • Ensure sign off is received by the relevant Station Manager and sent for invoicing with copies of all invoices sent to each Station Manager.
  • Prepare all pre-read material ahead of all QBRs and strategic meetings.
  • Prepare all QBR presentations, compiling the agenda at least 48 hours prior to each meeting and sending minutes within one week.
  • Analyse operational information for our key customers to include trends in reasons for delays, reasons for missing baggage delivery times, times of the day, origin, destination, gates, stands etc. Areas for improvement to be identified that will improve results and add value to our Customer proposition. 
  • Create customer profiles and keep abreast of all Customer news forwarding appropriate updates to the relevant stakeholders in the business.
  • Collate and send updates to customers as instructed.
  • Liaise with Credit Control and our Customers to ensure any invoice queries not resolved on a station level are closed appropriately.
  • Assist with any regional tasks and opportunities, which are reasonably required.

What you’ll need to bring:

  • A self-starter with the ability to complete tasks without supervision.
  • Accuracy and attention to detail is essential.
  • Strong analytical skills, with the ability to identify areas for improvement and/or opportunity.
  • A true desire to improve our relationships with our customers through data analysis.
  • Flexible, professional and discrete in manner.
  • Work effectively under pressure and attention to critical deadlines.
  • Advanced literacy, spelling, grammar and punctuation skills.
  • Possess an in-depth working knowledge of Microsoft Office (Word, Outlook, Excel and PowerPoint).
  • Experience of working in the operational arena would be an advantage.
  • Customer orientation - the role holder must demonstrate an ability to engage with colleagues and customers at all levels and within a range of markets and situations and must be adept at fully understanding and interpreting customer requirements and end goals.
  • Initiative - Makes active attempts to influence events to achieve goals self-starting rather than accepting passively.
  • Strong oral and written skills - ability to present reports and presentations in a succinct and impactful manner.
  • Data driven – ability to co-ordinate and analyse various sources of information to form a clear picture.

What you’ll get in return

You’ll be part of a friendly organisation who values the part their people play. You’ll see that there’s no place like an airport to work in, either. A unique, fast-paced environment, bustling with people, it’s a world in itself, where every day brings a new experience. So, you’ll enjoy plenty of variety and development opportunities and you’ll have our full support and training, for the whole of your career journey with us.

Working in an Airport environment, to follow aviation security requirements, you will be required to hold an Aviation Security Identification Card.


About Menzies Aviation

Menzies Aviation is a global provider of customer, ramp and cargo handling services. Our people are the friendliest faces and safest of hands for millions of customers, making sure that luggage is processed, aircraft are ready for boarding, and baggage is handled with care.

Operating at over 140 stations in 31 countries and supported by a worldwide team of over 21,000 employees, we serve over 500 airlines handling over a million flights, and 1.6 million tonnes of cargo every year... and, we’re still growing our business. We work to be the best at what we do, and that means employing and supporting the best people.

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Heathrow - World Business Centre
2 World Business Centre, Newall Road, Hounslow, London, United Kingdom, TW6 2SF
  • Salary:
    Commensurate with skills and experience
  • Location:
    Heathrow - World Business Centre
  • Region:
    Greater London
  • Function:
    Corporate Services
  • Vacancy Type:
    Full-Time Permanent
  • Hours Per Week: