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:

Competitive salary
25 days paid holiday days
Discretionary bonus scheme
Travel insurance
Health insurance
Pension scheme

Network Aviation Group

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