FBO Client Experience Representative

Full details of the job.

Location: Jersey

Working Hours: 40 Hours per week, 4 days on, 2 days off (rostered basis)

Role Summary: The FBO Client Experience Representative is responsible for delivering exceptional, safe and efficient services across the FBO (Fixed Based Operations), and easily accessible conference facilities. This role ensures a consistently high standard of hospitality, communication and operational excellence for clients, crew, VIPs and visitors. This position will be key in living and breathing The Red Thread Academy company ethos and values. It is the strategic core of the promise we make to our clients. Its purpose is to empower every employee to embody a culture of client-centricity and operational excellence. Continuously evolving, the Academy equips our people to deliver today’s standards while together innovating and defining the excellence of tomorrow. This role oversees daily FBO lounge operations, client meet and greet from kerbside to aircraft, luggage handling and loading. In addition, this role includes taking bookings, charges and any amendments as the client needs. They champion the client experience culture, maintain service standards, and ensure readiness for all aircraft movements.

Client Service Responsibilities:

• To be at the forefront of the client experience ethos in the FBO.
• Front of House - Liaising with air crew, FBO clients, VIPs & third-party service providers.
• Delivering a seamless client experience to the crew, VIPs and visiting guests.
• Supporting with the day to day running of the FBO client & crew lounges providing great hospitality to all clients and crew.
• Ensuring high standards are maintained for all customers using the facility including cleanliness and appearance of the lounge and wider facility.
• Keep up to date with daily movements and prepare for arrival and departure of clients to lounge.
• Ensure a high level of confidentiality.
• Meeting and greeting passengers prior to and post flight.
• Security check of luggage (if required).
• Loading and unloading of luggage.
• Move luggage properly to its allocated flight.
• Handle incoming and outgoing telephone and radio calls as required.
• Enter data for flights onto the computer system as required.
• Manage and respond to Operator emails and requests.

Security Responsibilities (when required):

• Physical searches of cabin/hold luggage, customers, staff and vehicles.
• Conducting physical searches of in-flight supplies.
• Body searching (pat-downs) of customers and staff.
• Operating high-tech security equipment such as X-Ray machines and metal detectors.
• Checking of staff and visitor passes to ensure authority to enter security areas.

Skills, Qualifications and Experience required:

Essential:

• Ability to deliver a consistently high-end service experience in a fast-paced environment.
• Possess excellent interpersonal skills with strong confidence in communicating across all levels.
• High attention to detail and strong organisational skills.
• Confident individual who remains composed and professional under pressure.
• Excellent IT proficiency including strong working knowledge of Microsoft Office (Outlook, Excel, Word, Teams).
• Full clean driving licence and ability to hold a valid Airside Security Pass.
• Physically fit with a good general health, reasonable strength and no physical incapacity which would prevent the undertaking of a range of tasks, including moving luggage on and off aircraft and aviation security duties.
• Be able to pass a colour blindness test.
• With or without vision aids be able to read a UK car registration plate at 23 metre distance.
• With or without vision aids be able to read labels on bottles between 30 – 50 cm as selected by the candidate.
• With or without an aid, be able to hear radio and telephone communications, audio signals emitted by security equipment, and an average conversational human voice at 2.5 metres in a quiet room.
• Be free from dependence on alcohol or illegal substances.

Advantageous:

• Proven background in premium customer service, hospitality, VIP client management or aviation.
• Knowledge of general aviation.
• Jersey Residency status preferred.

In addition to a Competitive Salary, we will offer you:

• Competitive Group Pension Scheme.
• Comprehensive Life Assurance.
• Comprehensive Income Protection.
• Comprehensive Travel Insurance.
• Comprehensive Private Healthcare (after successful passing of probation).
• Investment in Training, Qualifications and Professional Development.