customer relations Remote
Job description
AIRDAT is a UK based systems, training & consultancy company providing services specifically to the Aviation sector. Our products relate to the management of training, assurance, compliance, fleet and auditing. In addition, AIRDAT offers airports an array of support services.
As AIRDAT’s online product functionality grows and evolves, so too does our need to support it, which is where this new role comes in. We support our clients using chat, phone, email, ticket systems and online articles.
At AIRDAT, it’s about life-work balance. You can expect 28 days off, plus public holidays (pro-rata) and further time during the Christmas period too. The company also runs around 6 free ‘activity days’ throughout the year (including things like Go Karting, Off-Road Driving, Shooting, Kayaking, Spa days) - you can vote for other activities you’d like to do and you can book onto as many of these as you like (or not!) - plus our team Christmas Party.
We offer a 4 day working week, operate a Cycle To Work Scheme, ‘Meet Free Fridays’, a Private Healthcare Scheme, Discretionary Occupational Sick Pay and an EAP Scheme too. You’ll be provided with all the equipment you need and we reserve an annual budget to help improve skills and further your development too.
You’ll be empowered and working as part of a small, highly supportive agile team, delivering bespoke, complex systems to the aviation industry. Most importantly, we take our work seriously, but never ourselves.
Our company values are Proactive, Evolving, Confident and Supportive - these should resonate with any potential applicants.
This is a permanent contract and we are looking for someone who can work full time (based on a 4 day working week) between the hours of 0900 to 1700. This role will be home-based but there will be a need to travel to Crawley for training and to meet with the management team when required.
In this role you will be responsible for:
- Learning everything about AIRDAT’s products and services to assist clients
- Assist clients directly using chat, email, telephone and ticketing systems.
- Working with the internal team to help improve processes and ensure the smooth operation of the business
- Responding to queries (internal and external) in a timely manner and prioritising critical tickets.
- Being a champion for AIRDAT’s products and services and cross selling/promoting use of them whenever possible.
- The generation and maintenance of support articles & bibles.
- Attending and contributing to the online morning support meeting and monthly/check in meetings
You will report into and work with the Support Lead. There will also be a need to self manage whilst maintaining our company culture & values.
Applicants must be able to demonstrate that they are proactive, confident, work well with others, have exceptional customer service skills, are good decision-makers, highly organised & self-motivated, reliable and can work under their own steam unaided.
Strengths & Behaviours
Are you:
- Someone who loves to help people?
- Comfortable interacting with stakeholders of all types and with exceptional customer service skills?
- Loves tech and enjoys using systems to make their life easier?
- Capable of building good relationships leading to trust and commitment?
- Driven with the enthusiasm to work in a complex fast-moving environment?
- Able to work to targets and deadlines?
- An excellent communicator (verbal and written)?
- Able to convey complex information in a clear and concise manner
- Able to work at pace, a self-starter who can work with the minimum of supervision?
- Able to put forward, consider and adapt to better methods of working?
Role Requirements
Required
- Have experience in customer service
- Good time management and organisational skills
- Excellent written and verbal communication skills.
- Highly proficient computer skills
- A good team player
Desirable
- Experience on MacOS
- Knowledge and use of Google Workplace
- Experience with video editing software
- Experience with help ticketing systems such as helpscout
- Experience of project management systems such as JIRA & Trello
Salary & Benefits
- £22k to £25k
- 4 Day Working Week
- Remote Working
- 28 Days off Pro-rata and extra time at Christmas
- Private Healthcare Scheme
- EAP Scheme
- Cycle to Work Scheme
- Up to 6 Fully Paid Company Activity Days per annum
- Discretionary Occupational Sick Pay Scheme
Job Type: Full-time
Salary: £22,000.00-£25,000.00 per year
Benefits:
- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- Private medical insurance
- Sick pay
- Work from home
Schedule:
- Monday to Friday
Application question(s):
- Are you authorised to live & work in the United Kingdom and happy to travel to Gatwick for initial Training and occasional management meetings?
Education:
- GCSE or equivalent (preferred)
Experience:
- customer service: 2 years (required)
Language:
- English (required)
Licence/Certification:
- Driving Licence (preferred)
Work authorisation:
- United Kingdom (required)
Work Location: Remote
