Customer Experience Advisor

ADS Group Ltd; Farnborough; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading UK events organization is seeking a Customer Experience Coordinator for the Farnborough International Airshow. The role involves providing excellent customer support, managing inquiries, and assisting exhibitors and visitors from pre-event to onsite operations. Candidates should have a positive attitude, ability to multitask under pressure, and excellent communication skills. Flexibility and proficiency in basic software are a plus, alongside a willingness to assist the team as needed.

Qualifications

• Fluent and excellent communicator at all levels.
• Experience working in a call center is beneficial but not necessary.
• Willingness to assist wherever required.

Responsibilities

• Look after inquiries, respond or redirect queries promptly.
• Correspond with stakeholders, team, and suppliers.
• Provide administrative support including purchase orders and invoicing.
• Answer phone calls and log themes and actions.
• Develop FAQs and address any customer feedback.
• Be the first point of contact for customer enquiries.

Skills

Positive, can-do attitude

Ability to work under pressure and multi-task

Excellent communication

Call Centre experience

Proficiency in Word, Excel, and Outlook

Good team player

Flexible working attitude

Job description

Customer Experience Coordinator (FTC Until End Of August 2026)

Role Outline

Providing a professional, well informed, and proactive customer experience for exhibitors and visitors for the Farnborough International Airshow (FIA). Guided by the Customer Experience Manager, working within the customer experience team providing exceptional proactive and reactive customer service pre, during and post FIA2026.

The customer experience team are responsible for imparting important information to exhibitors, contractors, local residents and stakeholders addressing any potential questions early in the planning process and making sure that they have all the relevant information they require to make the most out of their investment at FIA2026. This will be a combination of proactive phone calls, emails and responding to incoming enquiries.

The customer experience coordinator will form part of the onsite FIA helpdesk team from 13th 24th July 2026 situated in the Show Control Office on a rota (same daily hours as contracted) to cover the open hours of 0700hrs 1900hrs.

The customer experience coordinator will be provided with the relevant training, resources, and direction to ensure that they can operate in line with the business values.

Role Responsibilities

Primary

• Looking after the enquires, business support email inboxes, responding or redirecting all queries in a timely manner.
• Correspondence with exhibitors, team, suppliers & contractors, visitors, and local stakeholders.
• Administration support: purchase orders, invoicing, updating documents, arranging meetings, and data entry.
• Answering phone calls and logging themes and actions.
• Directing calls to the appropriate FIL or ADS representative.
• Developing the FAQs.
• Capture, log and address any feedback raised. Escalate complaints.
• First point of contact for any customer enquiries and complaints.

Secondary

• Providing additional support to the FIL team as necessary.

Budget Responsibilities

None

Reporting Structure

The role directly reports to the Customer Experience Manager.

Skills & Competencies

• Positive, can-do attitude.
• Ability to work under pressure and multi-task.
• A fluent and excellent communicator at all levels.
• Call Centre experience would be beneficial, but not necessary.
• Proficient in Word, Excel, and Outlook.
• Willingness to assist where and when required.
• Personable and a good team player.
• Flexible attitude to working hours.

Company Description

At Farnborough International we are known for running one of the worlds biggest and most prestigious air shows. Whilst we will continue to build on every air show, were also on a journey to become more than this.

Our aim is to transform what we are known for to make Farnborough International a globally recognised brand, famous for its pioneering spirit in delivering world class airshows and hosting business events in our state of the art 20,000 sqm exhibition and conference centre.

People & Values

Farnborough has a rich history of pioneering aviation triumphs and we at Farnborough International have stood shoulder to shoulder with industry pioneers for decades. It is this pioneering spirit that continues to run through our business today and will enable us to grow in the future.

People Are At The Heart Of What We Do At Farnborough, And We Are Looking For Individuals Who Can Embrace And Deliver The 3 Core Values At The Centre Of Our Business.

Positivity: Were always looking for a better way. We have a confident can-do attitude in the work we deliver every day.

Precision: We take care and pride in every detail of safety and organization, so that our clients shine.

Partnership: We work as one team to get the best results and work openly and collaboratively withour clients.