JOB TITLE: Customer Services Executive
REPORTING TO: Customer Service Manager
LOCATION: Head Office, Hampton Wick
If you meet the following criteria and wish to apply for this role, please email a copy of your CV to:
Job Purpose:
Ensure seamless coordination between our customers and airline partners to facilitate efficient and successful charter flight operations. This role involves managing flight schedules, documentation, and communication to maintain smooth operational workflows.
Key Responsibilities:
Flight Coordination:
- Understand client requirements and set up flights accordingly.
- Adhere to Standard Operating Procedures (SOPs) when coordinating flights with customers and airline partners.
- Monitor live and ferry flight operations, ensuring customers receive timely updates.
- Notify clients of schedule changes, de-icing occurrences, and other operational impacts.
- Identify and escalate critical issues to the commercial team as necessary.
Documentation & Compliance:
- Obtain and verify required documents for permits, including Air Waybills (AWBs).
- Ensure AWB reconciliation is completed with customers.
- Provide AWB stock to customers when required.
Ground & Cargo Handling:
- Liaise with clients to confirm ramp handler and warehouse/ground handler details.
- Define customer responsibilities for ULD build-up, breakdown, and cargo handling at departure and arrival points.
- Communicate deadlines and ensure timely cargo delivery to the departure airport.
Operational Support & Communication:
- Serve as the primary point of contact between customers and airline partners for flight operations.
- Maintain clear, real-time communication with all stakeholders to ensure smooth execution of flights.
- Assist with other operational tasks as required.
Key Skills & Competencies:
- Strong interest in airline operations – essential.
- Higher diploma or degree in Aviation Management – highly desirable.
- Experience in airline or ground operations – highly desirable.
- Ability to work in a structured and methodical manner in a fast-paced, time-sensitive environment.
- Strong prioritisation and problem-solving skills to manage multiple tasks efficiently.
- Ability to work proactively under pressure, including during unsociable hours if required.
- Proficiency in MS Office applications, including Word, Excel, Outlook, and Teams.
