The posting
About the role
The Customer Service Representative owns the day-to-day customer journey from pre-training preparation through programme completion. The role combines customer service, training coordination, scheduling, logistics, access administration and billing support to help deliver training safely, accurately and on time. Working closely with customers, airline planners, instructors, schedulers, Finance, Security and operational teams, the role requires strong ownership, precise documentation, calm problem-solving and clear communication in a fast-paced aviation training environment.
Key responsibilities
- Own the customer experience from pre-arrival through training completion, serving as the main operational point of contact.
- Welcome customers on their first day, conduct facility orientation and required safety briefings, and ensure they understand site arrangements and points of contact.
- Respond professionally to enquiries across in-person, phone, email and approved online channels; resolve where possible and escalate promptly when specialist support is required.
- Prepare and issue joining instructions, pre-training information, service advisories and operational updates that are clear, accurate and timely.
- Capture customer feedback, support survey follow-up and flag recurring service gaps or improvement opportunities.
- Maintain customer-facing areas, training rooms and supplies to a profession and ready-to-use standard.
- Coordinate training booking requests from airline planners and internal stakeholders, ensuring requirements are understood before scheduling.
- Create, update and maintain training events, crew assignments and instructor schedules in Gemini or other approved training-management systems.
- Publish confirmed schedules and communicate simulator, classroom, practical-drill and other training arrangements to affected parties.
- Coorindate classroom bookings and instructor assignments, and flag conflicts involving capacity, availability, qualification or regulatory constraints.
- Maintain schedule integrity by tracking changes, updating systems promptly and communicating operational disruptions, including simulator delays or aircraft-on-ground situations.
- Provide cross-coverage within the team to support continuity of daily training operations.
- Coordinate hotel accommodation, ground transport and other approved customer logistics when required.
- Collect, check and maintain customer information and supporting documents needed for training administration and site access.
- Coordinate security clearance submissions, visitor access and longer-term pass applications with relevant stakeholders.
- Support visa-related administration and prepare invitation or supporting letters using approved processes and templates.
- Maintain accurate customer records and correspondence, handling information in line with applicable confidentiality and data-handling requirements.
- Support billing and invoicing activities for training products and customer services, ensuring inputs are complete and correctly supported.
- Reconcile training records and journey logs with Finance and airline planners, investigate discrepancies and support timely month-end closing.
- Maintain auditable records of completed training, schedule changes, customer arrangements and supporting documentation.
- Process approved purchases and expenses, retain required supporting documents and follow applicable financial controls.
- Monitor training materials, customer supplies and inventory levels; raise replenishment requests before stocks becomes critical.
- Coordinate meetings, customer visits, media tours, milestones and event setup as assigned.
- Manage incoming and outgoing mail, courier arrangements and other shared administrative activities.
- Contribute to handovers, process improvements and team cross-training, and perform other reasonable duties aligned with the role.
About you
- Diploma or equivalent qualification in customer service, business administration, aviation, hospitality, operations or a related discipline.
- 1–3 years of experience in customer service, training coordination, scheduling, administration or a comparable operational role.
- Experience in aviation training, airline operations, simulator scheduling or another safety-critical or time-sensitive environment is an advantage.
- Proficiency in Microsoft 365 and confidence using scheduling, record-keeping and data-management systems; familiarity with Gemini or similar training-management software is an advantage.
- Strong spoken and written English; additional language capability relevant to the customer base is advantageous.
- Customer-focused and professional, with the confidence to engage customers and stakeholders at different levels.
- Highly organised and detail-oriented, able to manage competing priorities, deadlines and last-minute operational changes.
- Clear communicator who provides concise updates, confirms understanding and keeps affected parties informed.
- Solutions-focused, with sound judgement on when to resolve an issue, escalate it or seek guidance.
- Accountable and self-motivated, with strong ownership from request through closure and disciplined follow-through.
- Collaborative and adaptable, able to work effectively across Customer Experience, Training, Finance, Security and operational teams.
- Committed to accuracy, confidentiality, safety, regulatory compliance and consistent service standards.
- Willing and able to support operational schedules, including early starts, evenings, weekends or public holidays when business needs require.
