The Vacancy Main Purpose of Job The Customer Liaison Officer is a focal point within the Private Jet Centre. Responsible for delivering exceptional customer service and proactively catering for client's requests, including responding to enquiries both internally and externally with high professionalism. The role has the responsibility to aid the safe and efficient transition of aircraft, passengers and crew whilst ensuring the service level offered to both customers and operators is of the highest standard. Ownership for working together as part of a team to achieve KPI's, compliance, safety, business objectives and values. You are responsible for conducting three key areas of the job which include Ramp, Front of House, and Flight Operations. Responsibilities Operate to and comply with standard operating procedures. Ensure that all instructions and notices, LCA and Regulatory are always adhered to. Perform effective communication at all levels both internally and externally on all matters relating to the arrival and departure of corporate aircraft. Provide an extremely high level of customer service to all customers including passengers, their associates, and corporate aircraft crews. Complete any other tasks and duties as reasonably required by the Private Jet Centre Management team. Adhere health and safety legislative requirements are met such as DSE assessment and health & safety awareness. Report any hazards or unsafe acts through the Accident and Safety reporting scheme and to the relevant managers. Pay due care and attention to health and safety procedures. Undertake a quick and safe evacuation of the general public from all areas of the Jet Centre including all offices in the case of an emergency. Undertake any training required as relevant to job role. Not to undertake any tasks or functions that will compromise the security of self, others, or the organisation and to ensure that any acts that are witnessed that appear to breach security procedures are challenged immediately. Ensure company issued uniform standards are adhered to. Front Of House Provide exceptional customer experience. Conduct a smooth operation of the Private Jet Centre including VIP lounges and crew rest facilities. Organise with corporate ground transportation, preparation of VIP lounges, to maintain a high level of appearance. Take delivery and placing orders of catering, post and other goods which are for the Jet Centre. Liaise with UK Border Force and support with procedures. Adhere to Dangerous Goods and Security Regulation during baggage acceptance/ check in. Adhere to Security Access Control duties for the PJC building. Complete general daily administrative duties including updating logs and documents required. Flight Operations: Coordinate services, deal with operator handling requests and record flight information on the software system such as FBO One. Taking payments from customers, ensure accuracy with billing. Liaise with customers, allocating arrival / departure slots. Dealing with changes on the day, creation of weather packs and flight information for departing crews. Liaise with third parties such as fuellers, aircraft cleaners and operators flight support. Complete general daily administrative duties including updating logs and documents required. Disseminate all received information and pass to relevant member/s of Jet Centre team. Order food and refreshments from caterers ensuring those appropriate orders are delivered on time, ensuring high quality standard. Communicate with aircraft via company VHF radio equipment. Maintain close contact with outside agencies to co-ordinate services being provided to corporate aircraft such as catering, fuel, hotel accommodation, crew transport, aircraft slots, customs, immigration, special branch, port health, security etc. Ramp: Perform the safe and efficient ground handling of all inbound/ outbound aircraft. Loading and unloading baggage of corporate aircraft including • aircraft supplies Perform aircraft towing on the apron through liaison with Air Traffic Control, LCY Operations Control and the Airport Fire Service. Operating Ground Servicing Equipment (GSE) such as Electric TUG, External Ground Power Unit) Performing serviceability checks of all GSE. Adhere to all security measures when dealing with NASP flights (Security screening flights) and when working between the Demarcated area to Critical Part. Perform the appointed person function for NASP Flights including Access Control Adhere to all Dangerous Goods, DfT, CAA Regulations, APHA (Animal and Plant Health Agency) and Ground Handling best practices (IATA). Key Competencies High level of confidentiality is required. Highest standards of service and discretion are provided and always maintained. Good problem-solving ability and good analytical skills. Exceptional Customer Experience and knowledge gained in a role with direct accountability for delivery customer excellence. Understanding of Quality Management Systems. Knowledge/ Understanding of Security Regulation (CAA/DfT), Health and Safety, Dangerous Goods, and local procedures. Experience of working in a pressurised and complex environment. Experience of dealing with management at a senior level. Experience of dealing with VIP's. Ability to multitask. Understanding or experience in ground handling of corporate aircraft. Experience in working with high value technical equipment. Ability to make decisions and work part of a team to effectively assist with the running of the shift proactively. Understanding of UK Border Force and Customs requirements. Upkeep of the Private Jet Centre's IS-BAH accreditation. Ability to multitask and physically able. Qualifications Education & Training GCSE (or equivalent) in Maths & English Excellent written and oral communication skills. Specialist Skills & Knowledge Computer literate familiar with Microsoft Excel, word, and PowerPoint Excellent written and verbal communication skills. • Ability and willingness to learn and operate bespoke software. • Ability to deliver results often through others. Personal Characteristics Leadership Professional. Eloquence and etiquette standards are crucial. People person, collaborative, team player. Attention to detail. Organised and methodical. Able to work under own initiative. Ability to work under pressure and to deadlines. Ability to communicate at all levels. Pristine and smart appearance essential. Other Driving: Must have a Full UK Drivers licence, preferably clear of any penalty points. Hours of Work: Maximum flexibility required. • Working both indoors and outdoors. Uniform and Personal Protective Equipment will be provided. • Follow a roster of Earlies & Lates covering the Airport Operating hours (from 05:30am - 22:30), including weekends and Bank Holidays. These times are subject to change due to future operational requirements. The above lists are by no means exhaustive, and flexibility is sought. • The job is based at the London City Airport Private Jet Centre. THIS IS AN INTERNAL JOB POSTING FOR LCY EMPLOYEES ONLY. EXTERNAL APPLICATIONS WILL NOT BE CONSIDERED The Company London City Airport is one of the largest private sector employment sites in the London Borough of Newham. We offer a wide range of interesting and challenging career opportunities for the local community. With over 2,000 employees here, working either directly for London City Airport Limited or for one of our concession partners, airlines, or other business partners on site, the scope for career satisfaction and progression is huge. London City Airport is an Inclusive Employer. At London City Airport we respect and celebrate each other's individual differences. We embrace all backgrounds and abilities of all team members and we work closely with our Inclusion Group A Voice for all to ensure we are an inclusive workplace. Please note that we only ask candidates to go through the necessary security checks (Criminal Record Checks or CRC) once a position has been offered. If you are approached by a third-party site offering to manage the process for you, please ignore it. London City Airport Ltd is not currently delivering a Graduate Training Programme but we do run a Work Experience Programme. Please click here to find out more. Work With Us Location As the only airport actually in London, London City Airport is less than a mile from the world-class events venue ExCeL London; three miles from Canary Wharf and six miles from the City of London. Previous Next