Client Retention Consultant

2 months ago

Surbiton, United Kingdom Air Charter Service Full time

**Company Description**
Company overveiw

We are the number air charter provider globally and provide chartering services to our Cargo, Commercial and Private Jet clients. Our success is simple, it is our people We recruit the best talent available and then provide industry leading mentoring and training; allowing our teams to reach their best potential.

The Role Purpose

**Job Description** The Duties**

Pre-Flight:

- Work closely with charter consultants from the Private Jet division to create bespoke ideas as to how they can elevate the service offered to their respective clients.

Post Flight:

- Call Clients for all three charter divisions once their flights have flown to gather feedback.
- Deal with any objections or negative feedback in a professional and polite way whilst keeping the best intentions for the business at heart.
- Handle and distribute feedback forms, both digital and physical, to the correct offices and line managers in each region

Charter Consultant Support
- Monitor and maintain stock levels for the gifting cupboard for each department, working closely with marketing to ensure ACS has enough stock available inhouse.

Working with People:

- Build meaningful working relationships with charter consultants in each department in order to better understand their clients.
- Work closely with non-sales departments as they are a vital part of ACS being a successful business.
- Ability to adapt personal style and communication preferences to mirror the needs and requirements, both externally with clients and internally with colleagues and peers.

Delivering Results & Meeting Expectations:

- Ensure you consistently hit your after sales call targets to drive increased client retention.
- Complete requested data projects using inhouse reports and systems

Achieving Goals & Objectives:

- Consistently demonstrates an uncompromising high level of expectations of themselves and will move all obstacles and invest the time and energy required to achieve these goals.
- Ensure company procedures are followed in a methodical and chronological way to ensure protection of both ACS and the client.

**Qualifications**
The Person
- English speaking is essential. Ability to speak French, Spain, German or Arabic is preferred but not essential.
- Strong desire to constantly outperform themselves.
- Personal values are aligned to ACS and our mission to deliver service beyond expectations.
- Desire to immerse ones self and commit to the demands of the role.
- Ability to work independently, but enjoy working with people inside and outside of ACS.
- Enjoy working to goals and objectives in a competitive environment.
- Outstanding written and verbal communication skills.
- Strong numeracy skills.
- Resilient with the ability to bounce back when things go wrong.
- Able to take a commercial outlook on all flights ensuring a win-win for ACS and the client.
- Ability to take some calls outside of working hours to talk with clients about their flights.

**Additional Information**
The Measures of success:

- Ensure all calls are made to Clients with completed flights.
- Increased Client retention numbers.

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