Job Description
Job Summary:
Are you passionate about Aviation? Do you like working with customers from all over the world? Would you like to work in a fun and exciting team?
NAVBLUE, an Airbus Company is currently seeking a Customer Support Specialist to join our growing team!
Reporting to the Head Of UK Customer Support, the candidate will provide support for NAVBLUE products that are operationally critical to our customers. Primary support activities will include NAVBLUE N-Flight Planning with scope extending to additional products in line with business needs.
The Customer Support Specialist is the customers champion and represents their voice into the organization. They are responsible for providing a first class level of Support to Navblue customers and will have regular contact including resolving queries through the NAVBLUE support system (telephone, chat, forums & tickets).
The Customer Support Specialist will also at times provide training to customers on both the products and use of the support system. This training is typically provided through both webinars and on-site customer visits.
The Customer Support Specialist role is transversal and will work across the business at all levels to ensure that customers queries are resolved to their satisfaction, owning the ticket from creation to resolution. This will include working with Product Management, Production, Technical Support and Software Development.
The successful candidate is expected to be able to work with minimal supervision, and be fully competent in the execution of the position’s required duties.
A team player who likes problem solving, has good communication skills and is passionate about Aviation.
Previous experience as a Dispatcher/Pilot/ Airport Staff or a strong Aviation background is highly recommended.
This role is working on a shift pattern including weekends and bank holidays on a rotational basis. Typical shift hours are 8:00am - 5:00pm with availability 7 days per week (working days rotate).
Main Responsibilities
- Act as the main point of customer contact for all products in scope through the NAVBLUE Support Portal.
- Ensure that all customer queries or requests are logged, managed, followed up and closed as per the internal and customer specific SLA’s.
- Troubleshoot queries through all available tools to try to resolve queries before escalation to other teams, performing system changes where required and where permitted through the defined operating procedures
- Work closely with and assist the Product, Development, Technical Operations and other departments within NAVBLUE to resolve customer issues and improve customer satisfaction
- Develop basic knowledge on other products in the NAVBLUE suite
- Complete all training assigned
- Monitor customer satisfaction and build loyalty by providing excellent customer service.
- Ensure Quality and Health & Safety is always maintained.
Experience, Knowledge, Skills:
- The ideal candidate will have a working knowledge of airline operations - ideally from a Dispatcher or Airline Ops role.
- Familiar with Aviation terminology
- Excellent customer service skills and experience is welcomed.
- Ability to multitask, and prioritize workload
- Strong analytical and problem-solving skills
- Ability to work independently and as part of a team
Academic/Educational Requirements
- Aviation/Aeronautical background is beneficial but not essential.
- A degree is ideal but not essential
Licensure/Certifications:
- Pilot license/Dispatcher experience helpful
Communication Skills:
- Fluent in English
- Strong written/verbal communication, organizational and customer service skills
Technical Systems Proficiency:
- Strong computer skills: familiar with Google Workspace and associated programs.
Perks:
Located in Hersham Place Technology Park, NAVBLUE has an on-site restaurant, Nuffield gym, cycle area, and is only 6 miles away from the M25 or A3. The modern design of our suite draws its inspiration from airport terminals, and features open workstations, rather than boxed-in cubicles. As part of our family, you will enjoy:
- Being part of Airbus Network
- Vacation Days (26 days)
- Hybrid working environment
- Free parking
- Training and Development Support
- Strong work-life balance
- Casual dress code
- Private Medical Care
- Private Dental Care
- Group Income Protection
- Work travel ability
- Strong focus on mental health support benefits
- Generous pension scheme
- Employee stock ownership plan
- Learning and Development opportunities
- Referral program
- Cycle to work Scheme
- Rewards and Recognition program
- Monthly Lunch and Learns
- Organized Volunteer Activities
- An active social committee
- An active inclusion and diversity committee
- And much more!
Not to mention, the aviation industry’s ongoing digital transformation means we must continually innovate and rise to the many challenges faced by our geographically diverse customers. We are always looking for creative ways to improve our processes and technologies to be a leader in the highly competitive aviation market.
How to Apply:
Candidates who are interested in joining the NAVBLUE team are invited to submit their resume and cover letter, highlighting their work experiences and skills via indeed.
We thank all applicants for applying. Only selected applicants will be contacted.
Navblue is committed to creating an environment and a culture where everyone feels like they belong no matter who they are or where they are from. We are committed to providing equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job. We do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national or ethnic origin, religion, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, record of offences, and basis of disability or any protected class. Accommodations will be available on request for candidates throughout the entire recruitment and selection process.
About Us:
NAVBLUE, an Airbus Company, is a leading global provider of flight operations solutions, including aeronautical charts, navigation data solutions, flight planning, aircraft performance software (take-off/landing, weight and balance), and crew planning solutions. You’ll be able to shape the future of the digital aviation industry by working on several of the best in the industry flagship products enabling pilots, dispatchers, flight engineers and other aviation personnel on a daily basis to deliver safe, efficient, and reliable flight operations all over the world. You’ll have the opportunity to support millions of flights each year and help NAVBLUE customers maximize efficiency, reduce costs, ensure compliance with complex national and international safety regulations, and effectively deliver their services.
You’ll join a team with a focus on digital and collaborative innovation that is passionate and customer-focused. Over the last few years, Airbus has been supportive of various initiatives such as Going Digital, Performance Based Navigation Services, Air Traffic Management Modernization Programs, FlySmart on iOS and other digital projects related to new aircraft technologies; the launch of NAVBLUE was therefore a natural step to further develop its Flight Operations and Air Traffic Management Portfolio.
NAVBLUE is a fully owned subsidiary of Services by Airbus, fueled by the agility of Airbus ProSky and Navtech (acquired in 2016), and the pioneering spirit of Airbus, NAVBLUE was created in July 2016 with one mission: lead aviation into the digital age.
NAVBLUE is based in Hersham (UK), Toulouse (France), Waterloo, ON (Canada), Bangkok (Thailand) and Malmö (Sweden), Gdańsk (Poland), with other offices all around the world.
The Future is Yours for the Taking: https://youtu.be/vdY6gYuceYY
Job Types: Full-time, Permanent
Benefits:
- Casual dress
- Company events
- Company pension
- Life insurance
- On-site parking
- Work from home
Schedule:
- Day shift
- Weekend availability
Work Location: Hybrid remote in Walton-on-Thames