JMC Aviation are working with a FBO company based in Stansted, looking to recruit a new Customer Service & Admin Supervisor to join their team.
This client is well known for outstanding levels of service in their FBO facility, offering outstanding customer service to their high-end clientele from arrival to aircraft. The family run business aids their candidates in building their skills to excel in their roles.
This is a Permanent Position based in Stansted.
Monday – Friday 8.30- 5PM – 1 year contract
Salary and Benefits
* Competitive Salary
* Generous Annual Leave
* Pension Scheme
* Employee Assistance Programme
* Life Assurance
* Employee Cash Plan
* Enhanced Maternity and Paternity Schemes
* Professional Growth and Development
* State-of-the-Art Equipment and Technology
* Ongoing Training and Certification Programmes
* Career Advancement Opportunities
The Role
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.
Other duties involve:
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 procedures
• 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 times
• 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
Skills and experience required.
Summarise the key skills and experience needed:
In order to be successful in this role the Customer Service & Admin Supervisor will need to demonstrate the following skills and attributes:
* 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 ability
* 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
If you think this is the role for you and you have the necessary skills and attributes, please apply today or contact JMC Aviation for more details.
Please note that due to the high level of applicants we will only be contacting shortlisted candidates regarding this role.
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For this opportunity JMC Aviation Ltd is acting as an employment agency