Deputy Customer Support Manager

The Deputy Customer Support Manager is a key customer-facing and site leadership role responsible for delivering a consistently high standard of customer experience throughout the trainee journey at Skyborne, Bournemouth.

Working closely with, and reporting to, the Customer Support Manager based at Gloucester, the role will take direct day-to-day management responsibility for the Bournemouth customer support operation and site.

This position is based onsite at Bournemouth Airport and is worked 40 hours per week, Monday to Friday with occasional weekend work.

• Provide direct day-to-day management of the Bournemouth customer support operation and support the effective general management of the Bournemouth site.
• Provide a professional, proactive and responsive customer support service throughout the trainee journey.
• Take ownership of trainee communications at Bournemouth, ensuring information is accurate, timely, consistent and appropriately coordinated with the Customer Support Manager and wider business.
• Support the trainee onboarding and enrolment process, ensuring new trainees are fully prepared for the commencement of training and that all required documentation, certificates, system access and enrolment communications are completed.
• Arrange and coordinate all practical requirements for new enrolments, including uniforms, equipment, training materials, stock and relevant incoming and outgoing goods.
• Be present for, and support the planning and delivery of, all Bournemouth trainee inductions, ensuring new trainees receive a welcoming, organised and consistent introduction to Skyborne and the site.
• Take day-to-day ownership of the Bournemouth customer experience, ensuring facilities, accommodation and customer-facing areas are maintained to a consistently high standard.
• Coordinate trainee arrivals, departures, accommodation allocations, check-ins, check-outs and key transition points.
• Manage Bournemouth bus schedules and wider trainee transport arrangements, liaising with transport providers and internal stakeholders to ensure services remain reliable and meet operational requirements.
• Support trainee visa administration where required, coordinating documentation, communications and internal follow-up within the remit of the role.
• Support the Customer Support Manager and Group Head of Customer Support with wider projects, reporting and initiatives as required.
• Support the planning and delivery of open days, graduations, airline visits, trainee forums and other customer-facing events.
• Monitor customer correspondence, enquiries and feedback, ensuring issues are responded to promptly, appropriately managed and escalated where required.

• Proven experience in a customer-facing, customer service, people-management or operational support role.
• Experience of supervising or supporting team members and coordinating site-based activities.
• Excellent written and verbal communication skills.
• Strong organisational, planning and prioritisation skills.
• Highly proactive, with a strong sense of initiative, accountability and ownership.
• Able to work independently, make decisions within their remit and follow actions through to completion.
• Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Excellent relationship-building skills with internal and external stakeholders.
• Solutions-focused, adaptable and comfortable responding to changing requirements.
• A genuine commitment to supporting trainees and continually improving the customer experience.
• Willingness to work occasional weekends or outside standard hours when required.

• 25 days annual leave + 8 bank holidays.
• Additional annual leave purchase scheme.
• Enhanced sick pay.
• 5%…