At a Glance
- Tasks: Handle enquiries and reservations for airlines, ensuring smooth operations and excellent customer service.
- Company: Join a global aviation leader with a dynamic and innovative team.
- Benefits: Enjoy competitive salary, 25 days holiday, health insurance, and a pension scheme.
- Other info: Be part of a diverse team that values equality and personal development.
- Why this job: Kickstart your career in aviation while learning and growing in a supportive environment.
- Qualifications: No prior experience needed; just bring your enthusiasm and willingness to learn.
Network Aviation Group heads up a group of two dozen wholly owned and inter-related aviation businesses. Originally formed in 1985, the Network Aviation Group now spans five continents. We offer a variety of sales and services to client airlines, as well as managing a fleet of freighter aircraft on a network of scheduled routes and charters throughout the world.
The Customer Service Specialist (Apprentice) is responsible for handling enquiries and reservations for airlines represented by our Company. This role is to efficiently deal with all operational and cargo matters.
Key Responsibilities:
- Managing the bookings and customer service for our partners
- Ensuring cargo booking sheets are sent to the various carriers
- Working with agents
- Assisting partner products with daily flights, ensuring those booking sheets are sent for the allocation of the correct department
- Carry out bookings, resolving queries and check freight when required
- Assisting with the customer service team
- Carry out UK post flights on a daily basis and checking how the build-up is being completed
Competencies/Behaviours:
- Business-focused service delivery
- Demonstrate a continuous improvement and future-focused approach to customer service delivery including decision making and providing recommendations or advice
- Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Find solutions that meet Network Airline Service’s needs as well as the customer requirements
- Providing a positive customer experience
- Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Demonstrate a cost-conscious mind-set when meeting customer and the business needs
- Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
Customer service performance:
- Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- When managing referrals or escalations take into account historical interactions and challenges to determine next steps
Service improvement:
- Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions
- Make recommendations based on your findings to enable improvement
- Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
Develop self:
- Proactively keep your service, industry and best practice knowledge and skills up-to-date
- Consider personal goals related to service and take action towards achieving them
Ownership/Responsibility:
- Personally commit to and take ownership for actions to resolve customer issues to the satisfaction of the customer and Network Airline Services
- Exercises proactivity and creativity when identifying solutions to customer and organisational issues
Team working:
- Work effectively and collaboratively with colleagues at all levels to achieve results
- Recognise colleagues as internal customers
- Share knowledge and experience with others to support colleague development
Equality:
- Adopt a positive and enthusiastic attitude being open-minded and able to tailor your service to each customer
- Be adaptable and flexible to your customer needs whilst continuing to work within the agreed customer service environment
Presentation:
- Demonstrate brand advocacy, values and belief when dealing with customer requests to build trust, credibility and satisfaction
- Ensure your personal presentation, in all forms of communication, reflects positively on your organisation’s brand
Equal Opportunities:
We evaluate qualified applicants without regard to race, gender, age, disability, religion, belief, sexual orientation, marital status, or veteran status or any other status protected by law in the locations where Network Aviation or its associated companies operate.
Why should you join Network Aviation?
In this role you will be part of our international innovative team and will be given the opportunity to learn and develop. In addition, our benefits package includes:
- Competitive salary
- 25 days paid holiday
- Discretionary bonus scheme
- Travel insurance
- Health insurance
- Pension scheme
Customer Service Specialist (Apprentice) employer: Network Aviation Group
Network Aviation Group is an exceptional employer, offering a dynamic work environment where apprentices can thrive and develop their skills in the aviation industry. With a strong focus on employee growth, competitive benefits including health insurance and a generous holiday allowance, and a commitment to fostering a collaborative culture, this role provides a unique opportunity to be part of a global team dedicated to delivering outstanding customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Specialist (Apprentice)
✨Get to Know Your Local Businesses
For an apprenticeship in customer support, don’t hesitate to pop into local shops or businesses. They might not have job postings up, but often they’re looking for eager apprentices who can learn on the job. Approach them with confidence and express your interest.
✨Leverage Online Communities
Dive into online forums and communities focused on customer support. Places like Reddit or specific Facebook groups are goldmines for advice and networking. You never know who might be looking for an apprentice or have insider tips about openings at places like Network Aviation Group.
✨Tap Into Your School’s Resources
Make sure to use your school’s career services. They often have connections with companies looking for apprentices, which can give you a head start. Plus, they can help you polish your interview skills to shine during those crucial moments.
✨Show Your Passion Online
Create a simple portfolio showcasing any relevant experience, even if it's just customer service experience from part-time gigs. Share it on platforms like LinkedIn to make yourself more visible to employers like Network Aviation Group. It’s all about getting your name out there and showing you’re keen to learn!
We think you need these skills to ace Customer Service Specialist (Apprentice)
Some tips for your application 🫡
Show off your communication skills!:In customer support, being able to communicate clearly and effectively is key. When writing your application, make sure to highlight any relevant experience where you've had to support or assist others, whether that's in a job, volunteering, or even in school projects. We want to see how you express yourself and ensure that your enthusiasm comes through!
Tailor your CV to the support role:Your CV should reflect skills that are essential for customer support, like patience, problem-solving, and empathy. Highlight any instances where you've handled difficult situations or resolved conflicts, even if they're not from a formal job. This is your chance to prove that you have the right mindset for an apprenticeship with us at Network Aviation Group.
Include relevant coursework or certifications:If you've taken any courses related to customer service or communications, shout about them! This could be anything from online courses to workshops. Certifications show us you're serious about getting into the field and help us see your commitment to learning more in your apprenticeship.
Express your willingness to learn:Since this is an apprenticeship, showing that you’re eager to learn and grow is really important. In your cover letter, share specific reasons why you want to join Network Aviation Group and how you're looking forward to gaining hands-on experience in customer support. We love candidates who are enthusiastic and ready to dive into the learning process!
How to prepare for a job interview at Network Aviation Group
✨Mastering Communication Skills
As a customer support apprentice, showcasing your verbal and written communication skills is essential. Think about past experiences where you've had to resolve issues or clarify misunderstandings – be ready to discuss these during your interview. Remember, it's all about demonstrating your ability to empathise with customers and provide effective solutions.
✨Brush Up on Product Knowledge
Get familiar with the products or services offered by Network Aviation Group. Being knowledgeable about what they sell not only shows your interest but also helps you answer possible technical questions about how you’d assist customers. Prepare to discuss how you would approach learning about new products and your strategy for staying updated.
✨Prepare for Scenario Questions
Expect interviewers to throw some real-life scenarios at you. Prepare for questions about how to handle difficult customers or complaints. They want to see how well you can think on your feet and apply your customer service skills in challenging situations. Try role-playing with a friend to feel more prepared!
✨Show Enthusiasm for Learning
Since you’re applying for an apprenticeship, the hiring team at Network Aviation Group will be looking for your motivation to learn and grow. Be ready to express your eagerness to absorb knowledge from seasoned professionals and how you plan to contribute to the team's success. Show them that you're not just looking for a job, but a pathway to build your skills!
