Customer Service/Support Representative

About This Role

Join our Flight Training Organisation as Customer Service/ Support Representative at our Commercial Flight Training Centre in Crawley (Gatwick). In this office-based and operational role you will hold the reigns and be the first point of contact for all cadet training enquiries. As part of our global flight training organisation, you will be providing high-level customer service ensuring a smooth and positive customer experience.

The role we are offering you

In this role you will collaborate globally with Airline customers, students, flight instructors and internal colleagues. You will have the opportunity to work independently on-site at our Training Centre in Gatwick, while also collaborating with a global team remotely.

By taking ownership and showing proactiveness you can truly take part in the journey of our approximately 160 cadets embarking on their journey of becoming a pilot

Key Job Responsibilities

• Co-ordinate with cadets regarding their EASA and/or UK CAA Class 1 medicals, tracking expiration dates throughout training to ensure validity, as required.
• Act as the primary point of contact to the program's customer, responding to requests and delivering excellent customer service.
• Support cadets in gaining any required Visas (M1 US Visa, UK Student Visa, European Study Visa, etc.) to ensure they can complete their whole training journey.
• Create and maintain a thorough Visa application process and guide and ensure this is effectively communicated to students. Ensure all required documentation, such as CAS letters, IELTS, passport scans, I20s, SEVIS, etc. are all in check, processed and stored accordingly.
• Book and communicate Embassy appointments and ensure all students have completed the required applications and criteria to obtain their Visa to start their training.
• Actively manage the Student Visa tracker to ensure all students remain compliant and report any Visa breaches.
• Maintain a professional and technical/product knowledge by attending educational workshops, reviewing technical/specialty publications, and/or participating in professional associations.
• Administrative tasks, as required, for the smooth-running of the FTO (including, but not limited to, cadet expense claims, processing PO's, fingerprint on return from PHX, flight bookings for training in the USA, etc).
• Administrative support to the Flight Crew Licensing Specialist.

Our ideal candidate

• Brings experience from a customer facing role or has customer support experience.
• Brings experience from the aviation or aviation training industry. (desirable)
• Has good analytical skills and a very customer- and solution-driven mindset.
• Is fluent in English language (any other language is beneficial).
• Is a confident MS Excel and MS Word user.

What kind of person will succeed in this team?

You are very organised with good attention to detail, and you thrive in a busy, live-training environment working towards deadlines. Available information in this role is often incomplete, so you enjoy seeking answers from others to determine your course of action. You are approachable, confident and a team player and you enjoy interacting with other internal departments and colleagues on-site. You enjoy delivering a high-quality customer service and can handle a busy workload.

Contract details & location

This on-site position is based at our modern Commercial Aviation Training Centre in Crawley/Gatwick. We are offering a permanent contract, working hours of the role are Monday to Friday with total working hours of 37.5 hours a week.

CAE offers

Attractive benefits including a flexible holiday policy and flexi-time scheme.

Private health insurance (BUPA)

Healthcare cash plan

Pension scheme

Life Assurance & more

With over 13,000 employees located in 35 countries, CAE is a global leader in training for the civil aviation, defence and security, and healthcare markets. To learn more: Visit www.cae.com

#LI-MM2

Position Type

Regular

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Opportunity Employer

CAE is an equal-opportunity employer committed to diversity, equity, and inclusion. As 'One CAE,' we take affirmative action to ensure equal opportunity for all applicants regardless of race, nationality, colour, religion, sex, gender identity and expression, sexual orientation, disability, neurodiversity, Veteran status, age, or other legally protected characteristics.

If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. If reasonable accommodation is needed to participate in the job application or interview process, please get in touch with us at rh-hr@cae.com.