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Client Services & Operations Executive

Position: Client Services & Operations Executive

Location: South of England

Salary: Negotiable + shift allowance

Do you have a demonstrable ability to provide first-class client care?

Excellent organisational skills with the ability to multi-task?

An ability to think outside of the box?

The CSO department is the hub of the Group’s activity 24/7 and often it is the first impression and last impression of the company to our clients. It is therefore vital that whatever situation the department is faced with, we provide a consistent, professional and pro-active service at all times.


The CSO Executive will provide comprehensive support to the business across the Group in a fast paced and changing environment. The role will encompass a variety of tasks including, flight watching and out of hours broking, whilst maintaining and delivering a high level of customer service at all times.


Reporting into the CSO Officer for tasks and duties whilst on shift and the CSO Manager for performance and HR the CSO Executive will deliver a first-class service to clients (external & Internal) and operators within a 24-hour shift pattern.


Shifts are 7am to 7pm or 7pm to 7 am and the usual pattern is as follows: 2 day shift 3 night shifts 4 days off. Then 2 day shift 3 night shifts 5 days off and then 1 day shift , 3 night shifts and then 5 days off and so on.

 

*This is subject to change by the management in line with business needs, required working time directive and consultation with staff.

Job accountabilities:

  • Ensuring that all clients, operators and stakeholders requests are managed and dealt with using the highest level of customer service

  • Providing out of hours telephone and email management for the Air Partner group and ensuring all clients and operators are responded to professionally and promptly via all communication required channels – Telephone, Email, Messaging

  • Pro-actively monitoring and flight watching Air Partner group operated flights ensuring all stakeholders involved with the flight are communicated to and informed within the set departmental response times

  • Support the CSO Officer with Brokering any out of hours private jet charters or ACMI requests, whilst maintaining a high service level

  • Support the CSO Officer with fielding any Emergency Procedures Department (EPD) calls and, following the callout procedure, searching for suitable aircraft as required

  • Pro-actively monitor weather and Eurocontrol and any other factors or issues that could that could affect group flights and communicating relevant detail to help manage and resolve problems and issues accordingly and within the departmental set response times

  • Maintaining the company database of suppliers and relevant information - Supporting the CSO Officer with ad-hoc tasks that will ensure the service delivery to our clients is beyond expectations

Essential job knowledge, skills & experience

 

  • Exceptional customer service skills including experience and understanding of VIP customer service and capable of providing “an above expectation” experience to our clients - An ability to demonstrate a well-established background in flight support and a good understanding of the aviation industry is essential

  • A demonstrable track record of integrity, honesty, trustworthiness and professionalism

  • A demonstrable ability to provide first class client care

  • Excellent oral and written communication skills and an ability to professionally and confidently represent the company

  • Excellent organisational skills with the ability to multi-task

  • High attention to detail with the ability to work under pressure to tight deadlines

  • A team player and the willingness to be flexible as part of a small, 24-hour team

  • A numerate individual who has the ability to problem solve - Advanced Microsoft office skills

  • An ability think outside of the box

  • Sound general aviation knowledge/background including knowledge of aircraft operations and handling processes

 

Desirable

  • Relevant previous experience within a flight support role is desirable

  • International experience and the ability to speak an additional language is an advantage

If this sounds like your career step, get in touch today.