Operations Officer / Customer Experience - VIP Flight Services

Operations Officer / Customer Experience - VIP Flight Services Operator (FBO)
Biggin Hill Airport
£21,000 + Company Benefits Package

Full Training Provided. Whilst previous private or general aviation experience is desirable we can train you if you are a customer centric individual, enthusiastic to learn and with a focus on safety.

Working Hours: Three eleven hour shifts, followed by three days off – you will be required to work on some bank holidays and some weekends
Agile Working: Part time hours and job share will be considered 

Who Are We? 

We provide the ultimate VIP services to our business and private aircraft customers by delivering a truly exceptional service …we don’t just aim to please, we exceed all expectations and offer a 5-star experience. 

We are a global Company and part of a FTSE 250 listed plc. In our EMEA region we have multiple locations – London, Milan, Paris, Luton, Manchester, Cape Town and Athens to name a few. Our local culture is focused on amazing delivery to the customer, business and personal growth – whilst having fun of course. We have a diverse customer base and see the upmost benefits of a diverse workforce; therefore, we are committed to continuing to be an equal opportunities employer. 

About the Operations Officer / Customer Experience Role:

+ As an Operations Officer you will deal with every aspect of our flights from processing the initial handling request through to the arrival or departure. 
+ You will produce all of the necessary paperwork and liaise with third parties such as Border Force and Airport Operations so a high level of accuracy is required. 
+ You will book transport, hotels and catering along with any other services required. 
+ You will greet customers and crew, and ensure a remarkable service. Escorting passengers to/from their aircraft and ensuring that their journey is an experience to be remembered. 
+ Safety is our number one priority, you will help ensure a safe culture by adhering to all Signature Flight Support and Biggin Hill Airport regulations.
+ Building professional relationships with our regular customers will be expected, anticipating their needs and continuously exceeding their expectations
+ A seamless customer journey must always be provided, you will discretely carry out passport, visa and documentation checks, including flawless paperwork completion.
+ You will assist the security team in preparing the security screening of our guests and their luggage as per DFT and Signature Flight Support protocols.
+ You will ensure that all areas of the FBO are immaculate at all times. 
+ You will assist our customers and crew with their every need. 

About You:

+ You will be passionate about service delivery. You should demonstrate to us that you deliver excellent customer service, constantly exceed expectations and can maintain confidential information. 
+ You will need to be able to stay calm under pressure and have a flexible approach to working in this rapidly changing and exciting environment. 
+ When an aircraft, crew or customer arrives, they are our VIP guest and we must do everything we can to help them with their stay and future journey. Team work, use of initiative to anticipate customer needs and a professional approach are essential. 
+ A high level of computer skills, you should be proficient in the use of Microsoft Word and Excel 
+ You will be required to drive our vehicles so you will need to hold a relevant and clean driving licence. Reasonable adjustments will be considered for those with a disability or impairment.
+ Whilst your shifts are provided well in advance, it would be advantageous if you were flexible in your working hours and willing to work overtime occasionally 
+ We have a strict uniform policy to be adhered to and you should also have a high level of personal presentation
+ Our customer base has a global reach, any additional languages would be an advantage for building relationships, although this is not essential.
+ Previous private or general aviation experience is desirable. However, we can train you if you are a customer centric individual, enthusiastic to learn and with a focus on safety. 

Rewards and Benefits:

Our team are extremely important to us, so we offer a benefits package designed to motive and reward you, whilst considering your overall well-being and all-important work, life integration. 
+ Because we all need a break you will get 33 days' holiday including bank holidays. As you will be working shifts of 11 hours days, this equates to 264 hours paid leave. 
+ To help you plan for your future, we will match your pension contributions up to 7.5% 
+ Your exceptional performance is rewarded with a half yearly bonus scheme based on the performance of your location and recognition cards and events are available for going above and beyond 
+ A wellbeing and lifestyle app, telephone helpline and website will give you essential advice, information, blogs and articles on lots of important work and home topics. Including relationships, careers, finances, family and health. Amazingly, this includes free face to face counselling. 
+ Whatever your future aspirations are we will offer you training and development tailored this and ensure you can carry out your current role to the best of your ability 
+ Sticking with us for five years and beyond is an important thing, so we will reward you for that. 

You may have worked in the following capacities:
Hospitality, Aviation, Customer Services, Premium / Luxury Retail.

Application notice... We take your privacy seriously. When you apply, we shall process your details and pass your application to our client for review for this vacancy only. As you might expect we may contact you by email, text or telephone. Your data is processed on the basis of our legitimate interests in fulfilling the recruitment process. Please refer to our Data Privacy Policy & Notice on our website for further details.

If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.