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Customer Service Manager

Australia’s largest inflight caterer, we are chosen by many of the world’s airlines for our fresh award-winning meals and outstanding service.


With a geographically diverse footprint, we employ over 4,000 people across 9 cities, produce over 64 million meals and service over 246 thousand flights each year.


Offering a suite of services, we are more than an inflight caterer.  We also manage buy-on-board catering programs, provide inflight retail solutions, operate airport lounges and provide readymade meal manufacturing for export, airline and non-airline markets.


Parent company dnata - part of the Emirates Group – is one of the world’s largest air services providers. Established in 1959, the company ensures the aviation industry operates smoothly and efficiently in 127 airports. Offering ground handling, cargo, travel, and inflight catering services in 85 countries across six continents, dnata is a trusted partner for over 270 airline customers around the world.


The Opportunity


We have an exciting opportunity for an experienced, focused and motivated Customer Service Manager to join our Sydney (North facility) team on a full-time basis.


Key Responsibilities

  • Establishing and maintaining excellent working relationships with our internal and external customers
  • Represent the company at internal and external functions, ensuring that the company and its products and services are presented in a strong and positive light
  • Working closely with the National Logistics Manager regarding Third Party Logistics (3PL) performance
  • Participating in and ensure that audit and quality controls are conducted on a regular basis
  • Providing expert advice to customers in all facets of customer service including logistical and customs information
  • Improving customer service quality results by evaluating and re-designing process and implementing change
  • Establishing 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
  • Contributing towards effective cost management through education and training especially in areas of flight make up, aircraft loading and inventory management

Selection Criteria

  • Proven knowledge and experience in a similar role
  • Food Safety and HACCAP qualifications desirable
  • Available to work a rotating shift roster which includes weekends and public holidays
  • Excellent written and verbal communication skills
  • Strong problem-solving 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 catering industry
  • Competent in documentation and records management
  • Ability to obtain an ASIC pass and an airside driver’s license


  • Flexible working arrangements
  • Competitive pay rates
  • Career advancement opportunities
  • Company benefits and incentives – including up to 5 weeks’ annual leave for full-time employees and discounted private health insurance
  • Supportive and friendly team environment

If you would like to apply for this role please apply via


Please be sure to include a covering letter addressing the key criteria set out in the Job Advertisement shown here as the first page of your resume. 


We welcome applications from candidates across all states. The successful candidate is responsible for covering her / his own relocation expenses.


We thank all applicants in advance as only successful applicants will be contacted for an interview.

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