Customer Support·Confirmed live in the last 24 hours·
Full-timeHounslow, United KingdomIn-person
About the Job
Requirements
Demonstrate continuous improvement and a future-focused approach to customer service delivery, including decision-making and providing recommendations or advice.
Resolve complex issues by selecting and applying a range of approaches.
Find solutions that meet both company and customer requirements.
Use advanced questioning, listening, and summarising to negotiate mutually beneficial outcomes.
Manage challenging situations within the role's authority and make recommendations to enable service or strategy changes.
Explain options and solutions clearly to influence customer choices and agree next steps.
Interpret customer experience to support positive customer satisfaction outcomes.
Demonstrate cost-consciousness when meeting customer and business needs.
Use written and verbal communication to explain complex information in a way that supports positive customer outcomes.
Gather customer feedback through varied methods, critically analyse it, and act on its implications.
Analyse customer types to identify or anticipate needs and expectations.
Maintain positive customer relationships when expected outcomes cannot be delivered.
Consider historical interactions and challenges when managing referrals or escalations.
Analyse end-to-end service experience and seek input from others when developing solutions.
Make recommendations to enable service improvement.
Recommend and implement changes, where possible, in line with relevant legislation, regulations, and industry best practice.
Keep service, industry, and best-practice knowledge and skills up to date.
Set personal goals related to service and take action to achieve them.
Take ownership of actions to resolve customer issues to the satisfaction of the customer and the company.
Identify solutions to customer and organisational issues proactively and creatively.
Work collaboratively with colleagues at all levels and share knowledge and experience to support colleague development.
Adapt service to individual customer needs while working within the agreed customer service environment.
All applicants must already have unrestricted right to work in the United Kingdom.
Responsibilities
Handle enquiries and reservations for airlines represented by the company.
Manage bookings and customer service for airline partners.
Send cargo booking sheets to carriers.
Work with agents.
Assist partner products with daily flights and ensure booking sheets are sent to the appropriate department for allocation.
Make bookings, resolve queries, and check freight when required.
Assist the customer service team.
Carry out daily UK post-flights and check how the build-up is being completed.
Maintain positive relationships with customers, including when the expected outcome cannot be delivered.
Gather and analyse customer feedback and use customer insights to improve service.
Make recommendations and implement service changes where possible.
Represent the organisation's brand, values, and beliefs when responding to customer requests.
Ensure personal presentation in all forms of communication reflects positively on the organisation's brand.
Network Aviation Group heads up a group of two dozen wholly owned and inter-related aviation businesses. Originally formed in 1985 the Network Aviation Group now spans five continents. We offer a variety of sales and services to client airlines, as well as managing a fleet of freighter aircraft on a network of scheduled routes and charters throughout the world.
The Role: The Customer Service Specialist (Apprentice) is responsible for handling enquiries and reservations for airlines represented by our Company. This role is to efficiently deal with all operational and cargo matters. Key Responsibilities:
Managing the bookings and customer service for our partners
Ensuring cargo booking sheets are sent to the various carriers
Working with agents
Assisting partner products with daily flights, ensuring those booking sheets are sent for the allocation of the correct department
Carry out bookings, resolving queries and check freight when required
Assisting with the customer service team
Carry out UK post flights on a daily basis and checking how the build up is being completed
Competencies/Behaviours: Business-focused service delivery
Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
Find solutions that meet Network Airline Service’s needs as well as the customer requirements
Providing a positive customer experience
Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
Demonstrate a cost conscious mind-set when meeting customer and the business needs
Identifying where highs and lows of the customer journey produce a range of emotions in the customer
Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
Working with your customers / customer insights
Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer service performance
Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service improvement
Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
Make recommendations based on your findings to enable improvement
Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Develop self
Proactively keep your service, industry and best practice knowledge and skills up-to-date
Consider personal goals related to service and take action towards achieving them
Ownership/ Responsibility
Personally commit to and take ownership for actions to resolve customer issues to the satisfaction of the customer and Network Airline Services
Exercises proactivity and creativity when identifying solutions to customer and organisational issues
Team working
Work effectively and collaboratively with colleagues at all levels to achieve results
Recognise colleagues as internal customers
Share knowledge and experience with others to support colleague development
Equality
Adopt a positive and enthusiastic attitude being open minded and able to tailor your service to each customer
Be adaptable and flexible to your customer needs whilst continuing to work within the agreed customer service environment
Presentation
Demonstrate brand advocacy, values and belief when dealing with customer requests to build trust, credibility and satisfaction
Ensure your personal presentation, in all forms of communication, reflects positively on your organisation’s brand
Equal Opportunities: We evaluate qualified applicants without regard to race, gender, age, disability, religion, belief, sexual orientation, marital status, or veteran status or any other status protected by law in the locations where Network Aviation or it’s associated companies operate. ***All applicants must already have unrestricted right to work in the United Kingdom.***
Why should you join Network Aviation? In this role you will be part of our international innovative team and will be given the opportunity to learn and develop. In addition, our benefits package includes: