Customer Service and Flight Operations Executive

1 week ago

London Gatwick Airport, United Kingdom Air Partner Plc Full time

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 looking for a Client Services & Operations Executive 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:
**What you will be doing**:

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

**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

**About us**:
Founded in 1961, Air Partner Group is a world-leading international aviation services group providing aircraft charter, aviation safety and security solutions, and managed services to industry, commerce, governments, and private individuals, as well as civil and military organisations.

The Air Partner Group has two divisions: Air Partner Charter and Air Partner Services (previously Safety & Security). Air Partner Charter comprises of group charter, private jets, cargo, and specialist services. Group Charter charters large airliners to move groups of any size. Private Jets offers the Company's unique pre-paid JetCard scheme and on-demand charter for up to 19 people. Cargo charters aircraft of every size to fly almost any cargo anywhere, at any time.

Air Partner Services comprises Baines Simmons, Redline Assured Security Ltd, Kenyon International Emergency Services, and Managed Services. Baines Simmons offers aviation safety management and fatigue risk management. Redline Assured Security delivers government-standard security training, consultancy, and solutions to regulated, high value and high threat environments. Kenyon International Emergency Services is a world leader in emergency planning and incident response.

Air Partner works with Climate and Development experts Climate Impact Partners, to allow clients to offset carbon emissions in support of projects that

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