Customer Service Lead

Join our Commercial Aviation Training Centre in Crawley, West Sussex as Customer Service Lead. With around 20 Flight Simulators on-site, you will be working in a busy live-training environment and will play a critical part in supporting our vision of being the recognized global training partner of choice.

In this position you are responsible for overseeing the customer experience team to ensure a seamless and positive customer journey. This role involves overseeing customer service operations, training new staff, managing team performance and development, handling escalated issues, and implementing initiatives to enhance customer satisfaction and support sales driving growth. You will also coordinate with other departments to meet customer needs and support the overall objectives of the organization by developing and implementing customer service policies and procedures.

• Team Management
  • Lead, supervise, and mentor the Customer Experience team to achieve high performance.
  • Ensure the department always maintains a professional and well-presented appearance.
  • Manage budgets and allocate resources efficiently to support the customer service department.
  • Achieve KPIs and objectives set annually by the Training Centre Leader.
• Operational Management
  • Responsible for driving customer and client excellence across all the departments at CAE Gatwick to ensure consistent, high-quality service delivery.
  • Handle customer inquiries promptly and effectively, ensuring satisfactory resolutions.
  • Manage and develop comprehensive customer service policies and procedures.
  • Monitor and analyse key customer and client service metrics (e.g., NPS, response times, resolution rates) to assess performance and identify areas for improvement.
  • Utilize data-driven insights to implement service enhancements and optimize customer interactions.
• Customer Centricity
  • Own the customer excellence journey at CAE Gatwick.
  • Support sales team with ongoing sales initiatives as required.
  • Responsible for onboarding customers to ensure they experience the highest satisfaction standards.
  • Support sales and operations with customer presentations, performance management, seminars, briefings, and exhibitions as needed.
• Other
  • Liaise with charities and manage associated activities in alignment with CAE's social responsibility policies.
  • Maintain a continuous learning mindset to stay ahead of industry trends and best practices.
  • Process orders and invoices in accordance with finance department policies and internal audit requirements.
  • Oversee stock control, sales, and receipt of marketing merchandise and customer equipment.
  • Coordinate with the Police and the Anti-Terrorist Unit as required to ensure safety and compliance.
  • Manage export control and ensure adherence to data protection regulations (GDPR).
  • Act as the Data Protection Officer, ensuring compliance with GDPR and other relevant data protection laws.

Our ideal candidate brings experience from a customer-facing role providing first-class customer service. Enjoys being a hands-on leader supervising a small team. Brings experience from the aviation or aviation training industry or comes from a fast-paced operational environment. Has good analytical skills and a very customer- and solution-driven mindset. Is fluent in English (any other language is beneficial). Is a confident MS Excel and MS Word user and possesses strong presentation skills.

What kind of person will succeed in this team? You enjoy thinking outside the box and providing cost-effective solutions. With a proactive mindset, you can challenge the status quo and embrace change in a global, multi-cultural environment. Strong relationship building and collaboration are essential.

Contract details & location This on-site position is based at our modern Commercial Aviation Training Centre in Crawley/Gatwick. We are offering a permanent contract, with working hours of Monday to Friday totaling 37.5 hours a week. CAE offers attractive benefits including a flexible holiday policy, private health insurance (BUPA), healthcare cash plan, pension scheme, life assurance & more!

With over 13,000 employees located in 35 countries, CAE is a global leader in training for the civil aviation, defence and security, and healthcare markets.