Aviation Customer Support Specialist

3 weeks ago


Crawley, West Sussex, United Kingdom Willis Global Ltd Full time £35,000

Company Overview: Willis Global Ltd is a prominent independent provider of aviation and aerospace solutions, catering to both commercial and governmental clients worldwide.

Position Summary: We are seeking an AOG Operations Specialist to join our dynamic team. This role offers an exciting opportunity to contribute to a leading aviation services provider with operations in over 20 countries.

Compensation: The position offers a competitive salary of up to £35,000 per annum, along with a shift allowance of up to £4,000.

Work Schedule: The role follows a 4 on 4 off shift pattern, consisting of two day shifts (7am - 7pm) and two night shifts (7pm - 7am).

Key Responsibilities:

  • Manage urgent (AOG) requests from airline clients, collaborating with the Operations Specialist Team Leader to ensure operational performance meets established KPIs and contractual obligations.
  • Maintain effective communication with airline customers, providing clear and confident updates regarding AOG shipment movements.
  • Oversee all aspects of Materials, Procurement, and Inventory Management, ensuring processes align with the guidelines set by the Operations Specialist Team Leader.
  • Act as the primary contact for requests from contracted airline customers, ensuring timely demand submissions and coordinating shipments in line with service level agreements.
  • Identify potential shortfalls and collaborate with suppliers and airline customers to develop solutions.
  • Assist in managing daily operational demands from airline customers, ensuring fulfillment of requests in accordance with service level agreements.
  • Engage proactively with Programme and Operations managers to implement all contractual requirements, ensuring customer satisfaction and contract performance.
  • Recognize early signs of potential issues and risks, evaluating implications and working with relevant parties to create contingency and recovery plans.
  • Ensure accurate reflection of component float levels to meet operational needs, producing statistical analyses to highlight and rectify any discrepancies.

Qualifications: A broad understanding of the airline, aviation, and aerospace sectors, including technical services, logistics operations, and customer service is essential. Proficiency in Microsoft Office applications such as Word, Excel, and Outlook is required, along with the ability to adapt to in-house IT systems.



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