Job Purpose

Luxaviation Client Services is an experienced and driven team whose primary focus is to deliver a pro-active and co-ordinated outstanding customer experience for our clients, while increasing commercial opportunities and maximising Charter revenue for the

Luxaviation group fleet. We’re looking for the right person to fulfil our Senior Flight Management Executive role which involves having primary oversight of key client accounts and aircraft. This includes being the primary point of contact for our aircraft owners and charter clients regarding their day-to-day operational needs. You will work closely with our Duty Flight Management Executives and our Dispatch team to ensure a consistent and outstanding service to your primary accounts.

This position is based in Stapleford Tawney, Essex.  Due to the location, it is essential that applicants have a UK driving license and access to a vehicle to commute to our office. 

Principles of the Client Services Team

• Understand our clients.
• Deliver a VIP client experience.
• Commercial drive and desire to maximise Charter opportunities and achieve targets.
• Desire to search for solutions and find the optimum solution for the clients priorities.
• Extremely positive approach to all tasks and Clients.
• Professionally spoken and written interaction with Clients and colleagues.
• Attention to detail and excellent quality of work.
• Ensuring all operations remain compliant with our AOC.
• Strive for continual personal development.

Key Responsibilities

• Co-ordinating between internal departments and external stakeholders to ensure all elements of our aircraft management agreements are fulfilled on behalf your accounts/clients.
• Reporting and developing on any shortcomings internally or externally which may impact our services levels to our clients.
• Optimization and cost control within all elements of the day-to-day operation.
• Act as intermediate person between customers and Company operations, including trouble shooting for operational issues.
• Participating in staff training and development.
• Providing out of hours support to the Duty Flight Management Executives as part of the on-call roster where applicable.
• Co-ordinating Client and Crew scheduling with our Dispatch Team.
• Arranging and coordinating all non-dispatch services for clients.
• Searching for and securing Sub-charters when a requirement cannot be fulfilled by our fleet, inside and outside of the Luxaviation Group.
• Liaise with other departments to ensure smooth operation of all flights.
• Quoting Charter flights, following up Charter leads and converting Charter bookings.
• Applying for Owners release for Charter Flights where required.
• Monitoring and oversight of the Dispatch Team and making appropriate interventions in the interest of the client, where required.
• Liaise with other departments and AOCs to check crew, maintenance and owner release restrictions and requirements.
• Pro-actively looking ahead to foresee any potential operational disruption and intervening to mitigating schedule disruption ahead of time.
• Communicating with Clients and colleagues promptly, accurately, and proactively.
• Understanding and complying with Operations Manuals.
• Liaising with Flight Crew and arranging Crew logistics.
• Flight watching, completing checklists and weather watch.
• Completing operational tasks in support of the NPs.
• Maintain and develop relationships with existing brokers and clients in person, via telephone calls and emails, continuously reviewing and improving client satisfaction.
• Resolve customer complaints regarding sales and service.

Person Specification

Essential

• Minimum of 3 years aviation industry experience.
• VIP customer service experience
• Knowledge of ground operations and dispatch procedures
• Excellent communication skills
• Ability to work in a high-pressure environment
• Professionalism and ability to deal with very demanding VIP clients
• Ability to work in a team
• Ability to learn and adapt to specific client needs
• Respectful and supportive to colleagues at all times

Desirable 

• Leadership skills and experience
• Additional languages
• Flexible approach to working hours.