Client Services and Operations Supervisor

_“Providing a beyond expectation, professional and pro-active external and internal client experience that supports the Air Partner group to generate and manage business 24hrs a day 365 days a year”._

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 Supervisor **(CSOS) to join our Gatwick based team.

The 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 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 also support and fulfil permit and compliance functions and lead the shift, mentoring & developing the CSO Executives, whilst taking accountability for the shift, ensuring all Air Partner requirements and needs are being met.

Reporting into the CSO Manager for performance and HR, 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 that 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 (Aircraft Operators, Service Providers, Brokers, Clients) are communicated to and informed of the operation within the set departmental response times
- Brokering any out of hours private jet charters or ACMI requests, whilst maintaining a high service level
- Fulfilling any Emergency Procedures Department (EPD) calls and, following the callout procedure, searching for suitable aircraft as required
- Pro-actively monitoring weather and Eurocontrol and any other factors or issues that could affect group flights and communicating relevant detail to help manage and resolve problems and issues accordingly and within the departmental set response times
- Fulfilling and managing all permit & compliance tasks as required, following agreed guidelines
- Taking accountability for ensuring all departmental tasks and duties are being accomplished and delivered to the highest standards, whilst on-shift
- Supporting, developing and mentoring the CSO Executives within their role and creating a collaborative, trustworthy & positive work environment
- Maintaining the company database of suppliers and relevant information
- Providing a true, concise and accurate handover from one shift to another
- Undertaking any additional duties or ad-hoc tasks that will ensure the service delivery to our clients & business is beyond expectations
- Any other reasonable duties or tasks as per the business requirements

**What we are looking for**:
**Essential**:

- Exceptional customer service skills, including experience with and an understanding of VIP customer service and the ability to offer “an above expectation” experience to our clients
- A sound general aviation knowledge/background including knowledge of aircraft operations and handling processes
- An ability to demonstrate a well-established background in flight support and a good understanding of the aviation industry is essential
- 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 and the ability to multi-task
- A high attention to detail with the ability to work under pressure to tight deadlines
- A team player and with a 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 think outside of the box

**Desirable**:

- Relevant previous experience within a flight support role is desirable
International experience and the ability to speak an additional language is an advantage

**About Air Partner Group, a Wheels Up Company** **

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 we