Customer Liaison Officer

End date: 31, October 2022

Location: Birmingham / Type: Full Time

We’ve taken to the skies and are looking for a fabulous customer service focused individual with a passion for aviation to join our Operations Control Centre (OCC) team as a Customer Liaison Officer. You’ll be a key member of the team helping to ensure our customers receive the best service possible.

This role will be shift based and you will be required to work 6 days on / 3 days off with a mixture of shifts from 0600-1400 and 1400-2200

About us

We’re on a journey as a new company taking the much-loved flybe brand into a new era. Putting our customers and team mates at the heart of everything we do, our motto is ‘smile and go the extra mile’.

We are in the business of serving the demand for faster and easier connections in a friendly, responsible, and sustainable way.  Our talented people really are the key to our success and future ambitions. At flybe you can really be yourself and we celebrate and value the differences that make us all unique

Role purpose

You will be an integral part of our OCC and will ensure all flybe customer policies are adhered to across the network consistently, particularly during times of disruption.

You will be the link between our Duty Manager and  Airport personnel, helping to provide our customers with the best service possible.

Key responsibilities:-

  • Liaising between Operations Control Centre and Airports regarding the flight schedule, especially during times of disruption to ensure our customers have the most up to date information.
  • Maintaining the operations system with all policy information, including the authority of light refreshment vouchers, ground transport/hotels and customer compensation.
  • Working closely with both internal and external departments to resolve system, airport and passenger queries, both over the phone and written responses.
  • Contributing to continuous improvement across processes and systems and team working.

About you

You’ll ideally have experience in a fast-paced customer service role within aviation, however we’ll also consider people with a customer service background and a passion for our industry.

If you’ve been working at the airport/ground handling/cabin crew or something similar where you’re used to offering great customer service but also with the ability to deal with difficult situations, this will help you be successful in the role.

It goes without saying that you’ll need excellent communication skills, including the ability to listen and solve problems in a quick and effective way. Remaining calm in a busy and sometimes stressful environment is also key. So if you have a ‘can do’ attitude and enjoy working as part of a team to deliver great results, then we want to hear from you!

If you have a good appreciation of EU261 legislation and experience using check-in or DCS software and knowledge of disruption procedures, this will be an added advantage.

Things to know

You will receive a rewards package that includes a pension scheme, health & wellbeing cash plan including an employee assistance programme, staff travel benefits, elearning opportunities and free car parking onsite. You’ll also have the chance to work in an environment where you can really thrive and develop further as we grow. It’s a really exciting time to join the business where you will have the ability to make an impact and help flybe be successful.

The closing date for this role is 2nd November 2022 but please don’t delay in applying as we’d love to start reviewing applications straight away and may close the advert early if we receive a sufficient number of applications.

You must have the eligibility to live and work in the UK










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