Luxury Travel Client Experience Lead in Farnborough

The Client Services Executive serves as the frontline to our affluent clientele and plays an integral part in the planning process of their travel. The Client Services Executive works closely with several departments to create every client experience and is responsible for establishing, building, and maintaining long‑term relationships. Overall, the role is responsible for providing impeccable customer service and ensuring that expectations are exceeded.

Duties & Responsibilities

• Provide world‑class service during every interaction with our clientele.
• Professionally handle a high volume of incoming calls and emails.
• Manage all aspects of trip booking and planning – passenger paperwork, pet documentation, pre‑flight briefing catering, ground transportation, special requests, B2B and other additional services.
• Coordinate with Operations and external suppliers daily to ensure permits, slots, customs, and airport handling have been secured in line with the client’s requirements.
• Confirm day‑of operations for customer flights, track flight status, catering, CTOTs, etc.
• Follow flights in progress to verify that catering, ground transportation, and other flight details are correct and provide updates to the customer as required.
• Proactively communicate any changes, delays or other potential disservice concerns.
• Respond quickly to any questions/inquiries pertaining to scheduled trips, status of trips, etc.
• Provide daily quality control of all trip details.
• Work closely with sales and other internal departments to resolve conflicts or complaints and serve as a client advocate when appropriate.
• Prioritise objectives and multi‑task effectively with a focus on proactivity and attention to detail.
• Be ready to fulfil airport visits to see off customers, prepare aircraft cabin, and support ground staff in the event of complex or special‑event trips.
• Perform other related duties and responsibilities as requested.

Education & Experience

• Associate’s degree (A.A.) or equivalent from a two‑year college or technical school in a service and/or hospitality field, or an equivalent combination of education and/or experience.
• Extensive customer service experience in a high‑end service industry.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Knowledge of use and operation of standard office equipment.

Required Skills & Qualifications

• Must possess the legal ability to work in the United Kingdom.
• Have strong attention to detail.
• Ability to work in a team atmosphere and manage a flexible schedule.
• Demonstrate knowledge of FXAIR’s products and programs and interpret contract information as it pertains to the specific customer.
• Respond calmly and handle many customers’ demands in a fast‑paced environment.
• Strong interpersonal, verbal/written/computer, and presentation skills necessary to perform the job at the expected level.