Customer Experience Coordinator

K9 Jets; Metropolitan Borough of Solihull; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

25 days leave

Birthday leave

Private medical care

Job summary

K9 JETS, a British-based pay-per-seat private jet charter operator, seeks a Customer Experience Coordinator to support customers from booking through to arrival. Based at our Solihull office, you will handle enquiries by phone and email, manage data entry tasks and coordinate with operations across a small team.

You will need excellent English, strong organisational skills and a proactive approach to problems, with attention to detail during peak periods.

Qualifications

• Experience in customer service or administration in premium travel or private aviation.
• Proficient with MS Office, MS Teams, Google Sheets and CRM systems.
• Excellent written and spoken English; professional emails and calls.
• Strong data accuracy and attention to detail.

Responsibilities

• Deliver high levels of customer service at all times.
• Handle enquiries by email and phone within standard response times.
• Provide destination details, pet documentation, ground transport guidance.
• Coordinate pre-flight briefings and manage customer relationships.
• Input bookings accurately and maintain trackers.
• Support pre-flight preparation and airport briefs.

Job description

Location: Office based. Blythe Valley Business Park, Solihull

Salary: £30,000 per annum

Hours of Work: Monday-Friday, 11:00am–7:00pm

• 25 days, paid annual leave, plus Bank Holidays
• Additional paid leave on Birthday
• Private medical care (on completion of satisfactory probation)

About K9 JETS

Launched in 2023, K9 JETS is the original, British-based, pay-per-seat, private jet public charter

operator. We’re dedicated to delivering an exceptional experience for owners to travel with their

pets by their side between major global destinations. As a fast-growing aviation business, we are

trailblazers who continuously seek to improve our service and expand our network to meet the

needs of our extensive community.

Role

The role of Customer Experience Coordinator is integral to the success of the operation and focuses

on supporting our 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.

Key Skills and Experience

• 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 operations

Key Responsibilities

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 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
• 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 organised

Booking & 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-up

Operational Support

• Assist the Operations Manager and Operations Team as directed with pre-flight preparation
• Prepare accurate Team Briefs for Airport Representatives