Customer Service Executive

Customer Service Executive

Department: Customer Experience

Employment Type: Full Time

Location: Oxford Campus

Reporting To: Customer Experience Manager

Compensation: £30,000 - £33,000 / year

Description

Reporting to the Customer Experience Manager, the Customer Experience Executive will be a passionate advocate responsible for a first-class customer experience ensuring our students and staff have their requests attended to with a cheerful manner leaving our students, staff and visitors with a positive experience.

This is a full-time role working 37.5 hours per week, based at our Oxford Campus

On-Boarding Duties

• Be the first point of contact for all students who have been allocated a future training slot within the academy (known as STARTS).
• Coordinate regular newsletters with Marketing dept to keep STARTS informed and engaged with current events around the academy. Keep them excited to start their training with us!
• Week 1 preparations responsible for welcoming students to their accommodation, uniform and equipment is in place and ready for their training journey.
• Tracking STARTS have requisite Class 1 & 2 Medical certificates, Initial Airside Pass, General Security & Awareness Training and DBS application before Day 1.
• Coordinate start date with current Students who are returning from Spain where they will start their Advanced Flight Training. Keeping the Training Delivery Manager informed of any changes to Student circumstance
• Facilitate the on-boarding administration for the BNU Degree Course, ensuring applications are filled in correctly to then be sent over to BNU with photographs and course spreadsheet completed. Arrange the initial BNU student Q&A session.

Off-Boarding Duties

• Coordinate Ground School transition to Spain in collaboration with Ground School Training Admin, Training Delivery Manager and Alhama CX Team to ensure handover to Spain is seamless.
• Responsible for the End-of-Training process where the students transition to Alumni. Track the departments the students will work through to ensure all off-boarding tasks are completed or in process.
• Handover Alumni to Graduate Services & Marketing dept where employment status and graduation planning can be tracked accessed when the students have completed their training and officially become LEA Alumni.

General Office & Student Administration

• Provision of scheduling and administrative support to Head of Training (HoT) or Training Delivery Manager as required, such as scheduling student appointments
• Cover the telephone switch board as required, screening calls and taking appropriate messages where applicable.
• To co-ordinate the transportation of students
• To make travel arrangement for the business, including flight bookings, car hire and hotel arrangements
• Meet and Greet visitors ensuring that they are signed in correctly and Health and Safety information is given.
• Coordinate the arrival of deliveries that arrive at the Academy during office hours, ensuring any post and parcels reach the relevant areas.
• Occasional Open Day support (weekends)
• Assisting with Visa Paperwork for students travelling to Spain
• Airside Pass administration
• Providing other support to the Academy and staff team as required

OUR CULTURE

At Leading Edge Aviation, our Vision, Mission and Values guide everything that we do. The Safety & Compliance Assistant is expected to maintain the highest levels of professionalism, compliance and integrity. This role requires flexibility and a collaborative mindset to contribute to our vision of excellence in everything that we do.

Core Competencies

• A positive and enthusiastic personality combined with excellent written and verbal communication skills
• A student-first attitude with the willingness to go the extra mile for our students.
• Excellent IT skills with working knowledge of Microsoft Office & Zoho CRM applications.
• Proven administrative experience
• Strong organisational skills with the ability to manage multiple tasks.
• Demonstrable alignment with the company's core values in attitude, conduct, and work

What We Offer

• Salary of £30,000 - £33,000 per annum, depending on experience, reviewed annually
• Commitment to your personal and professional development
• Generous holiday entitlement of 25 days, which increases with service, plus public holidays
• An Airspace day for wellbeing and what is important to you
• Enhanced sick pay and leave
• Pension scheme with enhanced employer contributions
• Life assurance scheme of 2x your annual salary
• Critical illness cover
• Access to our Individual Assistance Program and lifestyle discounts.
• Cycle to work scheme
• Free on-site parking
• Employee referral scheme