Flight Operations Coordinator

Flight Operations 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 home-based, permanent role, with working hours of 7pm-7am Tuesday to Friday (initial 4 week training period will be based at Solihull head office).

The Role

The role of Flight Operations Coordinator is a new position, working remotely, and as part of a small team, with a primary focus on pre-flight operations. The role requires proactive liaison with selected aircraft operators to prepare passenger manifests and itineraries ahead of each flight, as well as providing overnight flight overwatch for departures from the USA and Canada, including the coordination and resolution of delay situations. In addition, the role will also support the Customer Experience team, providing out-of-hours customer service administration. Your duties will include: Flight Operations - General

• Deliver consistently high levels of service at all times
• Act as the single point of contact overnight for aircraft operators; maintaining pre-existing, strong relationships
• Create flight itineraries for each flight and securely submit passenger passports and visas
• Crosscheck GENDEC's and GAR's for accuracy, and in a timely manner to avoid delays
• Collate and submit in-flight catering orders to suppliers, andor aircraft operators
• Ensure all relevant pet documentation is received, and approved, for imminent departures
• Liaise with F.B.O's (airport private terminals) to book ground transport for customers
• Update the Flight Ops handover brief, before shift end, for the Operations Manager Flight Overwatch
• Act as the single point of contact for aircraft operators and airport representatives, providing relevant updates and support, which may impact flight operations or customer experience
• Proactively monitor departures to ensure on time departures, and in the event of delays, coordinate hotels, ground transport, concierge services and update passengers via CRM
• Liaise and update F.B.O's and pet clearance teams in the event of a delay
• Review, update, and issue Team Briefs to airport representatives, plus supporting information for flight crew where applicable
• Escalate emergency situations to on-call manager Customer Experience Administration
• Respond to customer enquiries via email and phone within standard response times and in line with the values of our 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
• Recognise repeat customers and manage relationships to ensure loyalty is valued
• Action callback requests
• Ensure shared email inboxes are managed and organised Key Skills and Experience
• Previous experience within aviation operations preferred (private aviation advantageous) and able to demonstrate experience of handling delaysirregular operations
• 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 third parties, 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 delay situations

Benefits

• £35,000 - £38,000 salary
• 33 days holiday including bank holidays
• Additional paid day off for birthday
• Private medical care
• Pension
• Hours of work 7pm-7am Tuesday to Friday Flight Operations Coordinator Remote £35,000 - £38,000 + benefits