Customer Service Specialist (Apprentice

Job Description

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.

• 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.

• Demonstrate a continuous improvement and future focussed 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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…