Customer Experience Coordinator

Customer Experience Coordinator sought for a private aviation service who charter flights to fly owners and their pets across the UK, Atlantic and the Middle East.  Founded in early 2023 this young vibrant entrepreneurial organisation wants to revolutionise pet travel. To date, they have flown over 3500 pets and their owners across the Atlantic and the Middle East.  They are the first company to offer this type of innovative service, and they’re dedicated to providing a first-class experience.
 
This is a permanent, full-time role. Working hours: 11am-7pm Monday to Friday.
 
The Role:
The role of Customer Experience Coordinator is integral to the success of the operation and focuses on supporting customers throughout their journey from the moment they make a reservation until they arrive at their end destination. The role is heavily customer service based and includes a variety of data entry tasks, general administration and communicating with customers by phone and email.  Working collaboratively in a small team, alongside other operational departments.
 
Your duties will include:
 
Customer Support

Deliver consistently high levels of service at all times
Respond to customer enquiries via email and phone within standard response times and in line with the values of the Company 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
Provide pre-flight briefings to customers who missed the original session or who require additional support
Recognise repeat customers and manage relationships to ensure loyalty is valued
Action callback requests and re-assign calls to sales team, where applicable
Ensure shared email inboxes are managed and organisedBooking & Customer Journey

Input new bookings accurately and update relevant trackers – attention to detail is essential to ensure passenger, pet and financial information is correct
Process passport data in preparation for security checks and ensure trackers are updated
Liaise with customers in a timely manner with queries relating to booking data and/or passport information
Raise booking conflicts with the Operations Manager as quickly as possible
Maintain reservation records, ensuring relevant information is continually added or updated
Create and issue ATOL certificates
Process pet documentation and update relevant trackers. Liaise with customers if documentation is missing or if queries are raised by the relevant authority
Update merchandise trackers to ensure passenger gifts are coordinated
Issue invitations for pre-flight briefings via CRM
Assist with post-flight follow-upOperational Support

Assist the Operations Manager and Operations Team as directed with pre-flight preparation
Prepare accurate Team Briefs for Airport Representatives
Coordinate in-flight catering requestsYour Skills & Experience as Customer Experience Coordinator:

Previous experience of customer service and administration within the private aviation sector preferred OR within the luxury travel industry or another premium service sector
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 confidently answer and respond to inbound and outbound telephone enquiries
Organised, proactive, and self-motivated
Remain calm under pressure and able to multitask during peak operationsBenefits:

£30,000 salary
33 days holiday including bank holidays
Additional paid leave on birthday
Private medical care
Pension
Working hours: Monday to Friday, 11am-7pm 
Customer Experience Coordinator
 
Solihull, West Midlands
 
£30,000 + benefits