Location: Office based. Solihull Blythe Valley
Salary: £25,000 - £30,000 per annum (depending on experience)
Hours of Work: Monday-Friday. 11:00am–7:00pm
* 25 days paid annual leave, plus Bank Holidays
* Additional paid leave on Birthday
* Private medical care (on completion of satisfactory probation)
About K9 JETS
Launched in 2023, K9 JETS is the original, British-based, pay-per-seat, private jet public charter operator. We’re dedicated to delivering an exceptional experience for owners to travel with their pets by their side between major global destinations. As a fast-growing aviation business, we are trailblazers who continuously seek to improve our service and expand our network to meet the needs of our extensive community.
Role
The role of Customer Experience Coordinator is integral to the success of the operation and focuses on supporting our customers throughout their journey from the moment they make a reservation until they arrive at their end destination. The role is heavily customer service based and includes a variety of data entry tasks, general administration and communicating with customers by phone and email. Working collaboratively in a small team, alongside other operational departments.
Key Skills and Experience
* Previous experience of customer service, particularly in administrative roles
* Aviation experience is desirable but not essential
* Proficient in core IT systems, including but not limited to, Microsoft Office Suite, MS Teams, Google spreadsheets, CRM software
* Attention to detail – essential (must be able to demonstrate this)
* Excellent communication skills, both written and verbal – English language skills are essential
* Confident and professional
* Organised and self-motivated
* Remain calm under pressure and able to multitask during peak operations
Key Responsibilities
Customer Support
* Deliver consistently high levels of service at all times
* Respond to customer enquiries via email and phone within standard response times and inline with the values of our brand book, ensuring replies are clear, concise, reassuring and caring
* Provide accurate information on destinations, pet documentation, ground transport options, hotel recommendations and coordinate requests where applicable
* Provide pre-flight briefings to customers who missed the original session or who require additional support
* Recognise repeat customers and manage relationships to ensure loyalty is valued
* Ensure email inboxes are managed and organised
Booking & Customer Journey
* Input new bookings accurately and update relevant trackers – attention to detail is essential to ensure passenger, pet and financial information is correct
* Process passport data in preparation for security checks and ensure trackers are updated
* Liaise with customers in a timely manner with queries relating to booking data and/or passport information
* Raise booking conflicts with the Operations Manager as quickly as possible
* Maintain reservation records, ensuring relevant information is continually added or updated
* Create and issue ATOL certificates
* Process pet documentation and update relevant trackers. Liaise with customers if documentation is missing or if queries are raised by the relevant authority
* Update merchandise trackers to ensure passenger gifts are coordinated
* Issue invitations for pre-flight briefings via CRM
* Assist with post-flight follow-up
Operational Support
* Assist the Operations Manager and Operations Team as directed with pre-flight preparation
* Prepare accurate Team Briefs for Airport Representatives
Salary, Working Hours & Benefits
* £25,000-£30,000 annual salary (depending on experience)
* Monday-Friday. 11:00am–7:00pm (any time worked outside of these hours will be paid as overtime)
* Private medical care (on completion of satisfactory probation)
* 25 days paid annual leave, plus Bank Holidays
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