Location: Home based. Initial 4-week training period will be based at the main office in Blythe Valley
Business Park, Solihull
Salary: £35,000-£38,000 per annum (depending on experience)
Hours of Work: Tuesday-Friday, 7:00pm–7.00am
- 25 days, paid annual leave, plus Bank Holidays
- Additional paid leave on Birthday
- Private medical care (on completion of satisfactory probation)
About K9 JETS
Launched in 2023, K9 JETS is the original, British-based, pay-per-seat, private jet public charter
operator. We’re dedicated to delivering an exceptional experience for owners to travel with their
pets by their side between major global destinations. As a fast-growing aviation business, we are
trailblazers who continuously seek to improve our service and expand our network to meet the
needs of our extensive community.
Role
The role of Flight Operations Coordinator is a new position, working remotely, and as part of a small
team, with a primary focus on pre-flight operations. The role requires proactive liaison with our
selected aircraft operators to prepare passenger manifests and itineraries ahead of each flight, as
well as providing overnight flight overwatch for departures from the USA and Canada, including the
coordination and resolution of delay situations. In addition, the role will also support the Customer
Experience team, providing out-of-hours customer service administration.
Key Skills and Experience
- Previous experience within aviation operations preferred (private aviation advantageous) and able to demonstrate experience of handling delays\irregular operations
- Ability to work nightshifts (experience preferred)
- Proficient in core IT systems, including but not limited to, Microsoft Office Suite, MS Teams, Google spreadsheets, HubSpot (or another CRM system)
- Attention to detail and data accuracy essential (must be able to demonstrate this)
- Excellent English language skills; must be able compose professional emails to customers and third parties, and confidently answer and respond to inbound and outbound telephone enquiries
- Organised, proactive, and self-motivated
- Remain calm under pressure and able to multitask during delay situations
Key Responsibilities
- Deliver consistently high levels of service at all times
- Act as the single point of contact overnight for aircraft operators; maintaining pre-existing, strong relationships
- Create flight itineraries for each flight and securely submit passenger passports and visas
- Crosscheck GENDEC's and GAR's for accuracy, and in a timely manner to avoid delays
- Collate and submit in-flight catering orders to suppliers, and\or aircraft operators
- Ensure all relevant pet documentation is received, and approved, for imminent departures
- Liaise with F.B.O's (airport private terminals) to book ground transport for customers
- Update the Flight Ops handover brief, before shift end, for the Operations Manager
- Act as the single point of contact for aircraft operators and K9 JETS airport representatives, providing relevant updates and support, which may impact flight operations or customer experience
- Proactively monitor departures to ensure on time departures, and in the event of delays, coordinate hotels, ground transport, concierge services and update passengers via CRM
- Liaise and update F.B.O's and pet clearance teams in the event of a delay
- Review, update, and issue Team Briefs to airport representatives, plus supporting information for flight crew where applicable
- Escalate emergency situations to on-call manager
Customer Experience Administration
- Respond to customer enquiries via email and phone within standard response times and in line with the values of our brand book, ensuring replies are professional, clear, concise, reassuring and caring
- Provide accurate information on destinations, pet documentation, ground transport options, hotel recommendations and coordinate requests where applicable
- Recognise repeat customers and manage relationships to ensure loyalty is valued
- Ensure shared email inboxes are managed and organised
#J-18808-Ljbffr
