Job Description

JOB PURPOSE

To assist with the running of the Customer Service Representatives in conjunction with the CEO to ensure that the flights are run efficiently and safely and a high standard of service is provided to all customers. This role will perform and oversee the daily operational and administrative duties, to ensure a safe, efficient and enjoyable customer experience to all. This is a physical hands-on role, offered on a fixed term basis.

MAIN RESPONSIBILITIES AND DUTIES

Supervising and directing CSR Staff on duty during shifts to deliver a safe, efficient and positive customer experience in accordance with published company procedures and relevant regulations. Supervising an exceptional client experience in all aspects of work in accordance with company standard and procedures, achieving the highest level of customer service at all times and by all members of the FBO team. Keep staff fully informed of changes in working practices and Operational procedure Liaising with HR to ensure any performance/conduct issues are dealt with in regards to the CSR's Carrying out Return to Work Interviews and managing absence in line with Company Absence Management Policy Conducting investigation meetings with support from HR Conducting disciplinary meetings with support from HR Creating of and implementation of new procedures as and when required Adopting a flexible approach to working hours providing cover for CSR's as and when required. Ensure that the presentation and cleanliness of the FBO areas, offices, building and equipment is maintained and anything which needs attention is reported. Providing monthly data to the CEO Providing Administrative assistance to the CEO Managing and supporting staff, ensuring service is impeccable at all times and where necessary implement new procedures to develop and improve the service provided Assisting with recruitment as required in line with the Company Recruitment Policy Monitoring of Company uniform standards to ensure they are adhered to by staff at all time Coaching, mentoring current employees and new starters in any duties delegated to them Updating of training files, monitoring of training requirements, expiry dates and booking of training courses for both new and existing employees. Monitoring the GSE maintenance records and booking all applicable services. Ensure all Health and Safety matters are dealt with, updated and new one produced including but not limited to Fire Safety, Risk Assessments and Accident Reports in line with Company procedure To ensure a thorough understanding of how large flights are dealt with and Manage them as and when required Liaising with the Ramp Managers and CSRS to plan for day and future flights General Administration duties as required Perform any other duties within your capabilities as directed by the Company

QUALIFICATIONS PREREQUISITES

3 years or more experience in Customer facing or Operations Support positions, which must have been gained within aviation Previous Supervisory/Management experience within Operations Self-driven and results orientated with a clear focus on safety and quality Ability to negotiate and reach compromise, proactive and problem-solving abilit Excellent communication skills - face to face, telephone - and written communication skills Enthusiastic individual and passionate about aviation Flexible and able to manage varying demands and workloads High levels of presentation, interpersonal skills, discretion and trustworthiness Fluent in English Computer literate (Word, Excel, PowerPoint, Outlook) & numerical skills Understanding of luxury industry, paying attention to detail and providing a VVIP service Must hold a valid UK Driving License and have access to their own vehicle Must meet the requirement to hold a valid airside security pass and airside driving permit Physically fit and able to work days and nights where applicable.
Job Type: Temporary
Contract length: 11 months

Pay: From 30,000.00 per year

Work Location: In person