Customer Support Representative

CAE; Gatwick; On-site; GBP 24,000 - 30,000; Full time

Job summary

A leading aviation training organization seeks a Customer Support Representative at their Commercial Flight Training Centre in Gatwick. This operational role involves acting as a Cadet Welfare Officer, providing excellent customer service, and managing various administrative tasks. Ideal candidates have customer support experience, familiarity with training programs, and proficiency in MS Excel and Word. The position offers a permanent contract with attractive benefits including health insurance and flexible holiday policies.

Benefits

Flexible holiday policy

Health insurance (BUPA)

Healthcare cash plan

Pension scheme

Life Assurance

Qualifications

• Experience in a customer-facing role.
• Exposure to a Progressive Training Syllabus.
• Familiarity with goal-oriented training plans.
• Background in Educational or Aviation Training.

Responsibilities

• Coordinate cadets' medical tracking for training.
• Act as primary contact for customer requests.
• Maintain Visa application process and documentation.
• Book Embassy appointments for Visa applications.
• Manage Student Visa tracker for compliance.
• Provide administrative support as required.

Skills

Customer service experience

Analytical skills

Fluent in English

Proficient in MS Excel

Proficient in MS Word

Job description

About This Role

Join our Flight Training Organisation as Customer Support Representative at our Commercial Flight Training Centre in Crawley (Gatwick). In this office-based and operational role you will hold the reigns and be the first point of contact for all cadet training enquiries.

As part of our global flight training organisation, you’ll act as Cadet Welfare Officer, working closely with our Training team to ensure every cadet receives the highest standard of support throughout their program.

The role we are offering you

In this role you will be working with Airline customers globally, students, flight instructors and internal colleagues. You will have the opportunity to work independently on-site at our Training Centre in Gatwick, while also collaborating with a global team remotely.

By taking ownership and showing proactiveness you can truly take part in the journey of our approximately 160 cadet’s embarking on their journey of becoming a pilot!

Key Job Responsibilities

• Co-ordinate with cadets regarding their EASA and/or UK CAA Class 1 medicals, tracking expiration dates throughout training to ensure validity, as required.
• Act as the primary point of contact to the program’s customer, responding to requests and delivering excellent customer service.
> cadets in gaining any required Visas (M1 US Visa, UK Student Visa, European Study Visa, etc.) to ensure they can complete their whole training journey.
• Create and maintain a thorough Visa application process and guide and ensure this is effectively communicated to students. Ensure all required documentation, such as CAS letters, IELTS, passport scans, I20s, SEVIS, etc. are all in check, processed and stored accordingly.
• Book and communicate Embassy appointments and ensure all students have completed the required applications and criteria to obtain their Visa to start their training.
• Actively manage the Student Visa tracker to ensure all students remain compliant and report any Visa breaches.
• Maintain a professional and technical/product knowledge by attending educational workshops, reviewing technical/specialty publications, and/or participating in professional associations.
• Administrative tasks, as required, for the smooth-running of the FTO (including, but not limited to)
• Processing of cadet expense claims, Purchase Orders and fingerprints on the cadets return from Phoenix (USA), managing flight bookings for training in the USA.
• Rostering tasks, processing of exam bookings and monitoring of progress and results for all cadets and organising and hosting of orientation days.
• Administrative support to the Flight Crew Licensing Specialist.

Our ideal candidate

• Brings experience from a customer facing role or has customer support experience.
• Had exposure to a Progressive Training Syllabus and experience with structured, step-by-step learning programs,
• Is familiar with goal-oriented training plans and brings experience from the Educational or Aviation Training industry.
• Has good analytical skills and a very customer- and solution driven mindset.
• Is fluent in English language (any other language is beneficial)
• Is a confident MS Excel and MS Word user.

What kind of person will succeed in this team?

You are very organised with good attention to detail, and you thrive in a busy, live-training environment working towards deadlines. Available information in this role is often incomplete, so you enjoy seeking answers from others to determine your course of action. You are approachable, confident and a team player and you enjoy interacting with other internal departments and colleagues on-site. You enjoy delivering a high-quality customer service and can handle a busy workload.

Contract details & location

This on-site position is based at our modern Commercial Aviation Training Centre in Crawley/Gatwick. We are offering a permanent contract, working hours of the role are Monday to Friday with total working hours of 37.5 hours a week.

CAE offers

Attractive benefits including a flexible holiday policy and flexi-time scheme.

Private health insurance (BUPA)

Healthcare cash plan

Pension scheme

Life Assurance & more!

Position Type

Regular

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Opportunity Employer

Equal Opportunity Employer