Client Services Coordinator

Gama Aviation; Farnborough; On-site; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Private healthcare

Free car parking

2 volunteering days per year

Training and development

Job summary

Gama Aviation Plc in Farnborough is seeking a Client Services Coordinator to join the air ambulance team. You will be the main client contact, delivering timely, cost-effective services and coordinating with Ground Operations, CAMO, Medical and Crew Training to ensure high-quality client experiences.

You will handle trip set-ups, quotations for Air Ambulance and Ground Ambulance operations, and support overall aircraft operations delivery.

Qualifications

• Experience in customer service, ideally in aviation.
• Experience in aviation operations is advantageous but not essential.
• Excellent problem-solving skills and ability to manage multiple high-priority tasks.
• Above average computer literacy.
• Good knowledge of world geography and time zones.
• Excellent interpersonal and communication skills.
• UK driving licence would be beneficial but not essential.

Responsibilities

• Liaise with Clients to manage requirements and expectations.
• Prepare and communicate trip itineraries and quotations for air and ground transport.
• Set up trips and hand over to Duty Operations Manager with oversight.
• Proactively identify additional services to improve the Client experience.
• Maintain timely communication with stakeholders and address issues promptly.
• Serve as first point of escalation for Client issues and resolve them.
• Assign crew to flights in coordination with Team Leader/Account Manager.
• Coordinate with medical staff for transfers and related support.
• Ensure safe, compliant and on-time delivery within budget.

Skills

Customer service

Aviation operations

Problem solving

Interpersonal skills

Multitasking

Communication skills

Job description

/ Working Hours:

4 on, 4 off – 12 hour shifts

Gama Aviation is currently recruiting for a Client Services Coordinator to join the air ambulance team. This role calls for individuals with exceptional communication skills and a can-do attitude. Working with a range of high-profile international Clients and Assistance providers, you will take on responsibility for the full delivery of safe, cost effective and timely services. You will be fully supported by the various facets of the Operations Team (Ground Operations, CAMO, Medical and Crew Training), ensuring you have the appropriate resources available to deliver the highest quality client experience.

The role will spend time acting as the main point of contact for our clients, providing quotations for Air Ambulance, Commercial airliners and Ground Ambulance operations, as well as supporting the overall delivery of aircraft operations.

You need to demonstrate an ability to be flexible, adaptable and above all to remain calm in pressurised situations. The Client Services Coordinator will join the team on a rostered basis of 4 on 4 off, working 12-hour shifts.

/ About us:

Gama Aviation is a hugely diverse business that offers much more than perhaps its name would suggest. Yes, we fly but we also save lives, provide mission critical intelligence, and build systems that deliver decisive advantage.

With operations in the UK, Jersey, Europe and the Middle East, a career with us can offer travel, personal growth opportunities and the ability for long-term progression in a fast paced and dynamic service industry.

/ Responsibilities:

• Frequent liaison with Clients to manage requirements
• Production and communication of any requested trip itineraries, quotations (both in fleet and sub charter), their amendments and cancelations as required
• Completion of trip set up, including task diary management and handover to Duty Operations Manager for action whilst maintaining oversight of output
• Identification and offering of additional service capabilities that could improve Client experience, i.e. ground transport, bed booking, etc
• Ensure timely and accurate communication with all key relationships to identify any areas of weakness and work with Operational Teams to suggest and implement improvements
• Act as the first point of escalation against any Client issue or complaint and manage through to resolution
• Action and respond to initial Client request within a timely manner of receipt or as agreed with the Client’s Representative
• Assign crew to specific flights, consulting the Team Leader or Account Manager as appropriate, particularly when there are commercial implications
• Liaison with the medical department to ensure suitable medical staff are available for the requested transfer
• Liaison with the medical department for all medical related support and engagement
• Ensure crew briefing is provided, both from a flight operations perspective but also with consideration to security, health and safety, and risk assessments with specific attention given to operations within areas of elevated risk
• Commitment to delivering quality service on time and within budget
• Following established procedures in aspects of daily operational duties

/ Skills, Qualifications and Experience required:

• Demonstrated experience in customer service, ideally in an aviation environment
• Ideally possess experience within aviation operations, but not essential
• Excellent problem-solving skills and an ability to manage multiple high-priority tasks simultaneously
• Above average levels of computer literacy
• Multitasker with good knowledge of world geography and time zones
• Excellent interpersonal and communication skills, with an ability to foster enduring Client and colleague relationships
• Ability to digest and process large volumes of information
• Exceptional attention to detail, and ability to think outside the box
• Flexible, adaptable and able to remain calm in pressurised situations
• Excellent written communication and high levels of numeracy
• A UK driving licence would be beneficial however not essential

/ In addition to a Competitive Salary, we will offer you:

• Great work life balance with a 4-4 shift pattern
• Comprehensive Private Healthcare (after successful passing of probation) *
• Free Car Parking
• 2 Paid Volunteering Days each calendar year (subject to line manager approval)
• Investment in Training, Qualifications and Professional Development

* (Subject to insurance underwriting)