Client Services and Operations Executive - Gatwick

Air Partner have been offering trusted aviation solutions for 60 years.  Adding new divisions to our portfolio all the time and expanding our markets globally, we have just had our most successful year ever, despite the pandemic.  Leaders in aviation charter, we are always looking for talent for our pipeline of  Client Services & Operations Executives to join our Gatwick based team.

The Client Services & Operations (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.  

You will therefore provide comprehensive support to the Air Partner trading 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.

You will deliver a first-class service to Air Partner 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 shifts, 3 night shifts, 4 days off. Then 2 day shifts, 3 night shifts, 5 days off.  Then 1 day shift, 3 night shifts, 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.

If you would like to have a conversation about being added to our pipeline, get in touch now!

What you will be doing:

·       Ensuring 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

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

·       Supporting 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 affect Group flights and communicating relevant details 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 expectation

What we ae looking for:

Essential:

·       Exceptional customer service skills, including experience and an understanding of VIP customer service and an ability to provide “an above expectation” client experience

·       An ability to demonstrate a well-established background in flight support and a good understanding of the aviation industry

·       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 and to tight deadlines

·       A team player with 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 to 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

·       International experience and the ability to speak an additional language

If you have any issues submitting your application, please instead submit your CV and any supporting information (covering letter, salary expectations, confirmation of your right to work in the relevant country and your current notice period), stating which vacancy you are applying for, directly to ap.careers@airpartner.com 

Thank you.