Customer Support Specialist

3 days ago

Gloucester, Gloucestershire, United Kingdom Padpilot Full time £25,000 - £40,000 per year

Customer Support Specialist

Location:
 Gloucester

Rate:
 Competitive

The Career Opportunity with Padpilot Ltd

Since 2011 Padpilot has driven a paradigm shift in the quality of educational materials for aspiring professional pilots. We're known for innovation, quality, and exceptional client support. As part of the Operations Department Customer Support Team, you'll contribute to the smooth delivery of our products and services to schools and students around the world.

We're looking for enthusiastic, detail-oriented individuals who thrive in a fast-paced, tech-enabled environment - people who enjoy solving problems, supporting customers, and improving processes. For the right candidate, this role offers a clear path to career progression, including the potential to grow into management positions as the team expands and evolves.

Role Overview

As a Customer Support Specialist, you will be part of a dynamic, multi-functional team responsible for delivering exceptional customer service, managing operational tasks, and providing technical support. You'll collaborate closely with internal and external clients to ensure smooth operations and high customer satisfaction, growth and retention.

Key Responsibilites

Customer Service and Client Liaison

  • Respond to enquiries from schools and students via email, phone, and video calls
  • Maintain positive relationships with clients and act as a key point of contact
  • Provide product demonstrations at in-person events (worldwide) and via video calls
  • Conduct exploratory meetings with potential clients via video calls
  • Conduct negotiations, initiate contract signatures and route through to completion
  • Support client onboarding and training where needed

Operational & Administrative Support

  • Set up accounts, issue licences, process orders and invoices
  • Maintain accurate records and data entry across platforms such as CRM and LMS
  • Assist with event planning and coordination for UK and international events

Technical Support

  • Provide first-line support for Padpilot's eReader, LMS, and AI platforms
  • Troubleshoot issues and escalate where necessary
  • Collaborate with internal and external teams to resolve technical queries
  • Test and evaluate system and product improvements

Process Improvement & Proactive Support

  • Identify opportunities to improve workflows and anticipate client needs
  • Contribute ideas to enhance customer experience and operational efficiency
  • Support Sales & Marketing team within Operations Department
  • Assist in developing PR and Marketing material (website, socials, press-release)

Skills & Attributes

  • Excellent written and spoken English
  • Strong IT sills, ideally with experience using CRM and LMS systems
  • Proven ability to multitask and manage time effectively
  • High attention to detail and problem-solving
  • Friendly, proactive, and adaptable with a sense of humour
  • Experience in customer service, technical support, or office administration
  • Knowledge and use of SEO, websites, and social media is desirable

Why join Padpilot?

  • Be part of a growing, innovative company in the aviation education sector
  • Work with a supportive team that values initiative and collaboration
  • Opportunities for professional development
  • Opportunity for international travel
  • Company pension
  • Competitive salary
  • 25 days annual leave plus bank holidays
  • Flexible and supportive working environment

How to Apply

Please send your CV and covering letter to 

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