Customer Experience Development Executive - Southampton

This great opportunity has arisen with an internationally recognized and rapidly expanding, fast-paced airline pilot training and resourcing organization.

We are looking for a highly motivated, enthusiastic executive with customer service and product development experience to join our Customer Experience team at our Southampton (UK) Training Center. You will be someone who delights in turning constructive feedback into a positive outcome and can drive cost effective change through the organisation

Our team’s responsibility is to ensure our cadet customers’ experience as they go through their training journey with us, is constantly monitored and continuously improved. As we grow, this becomes our greatest challenge and as our Customer Experience Development Advisor you will come to fully understand the life cycle of a trainee and be responsible for continuous improvement in order to increase our Net Promoter Score (NPS)

Primary Purpose of the Role

The customer experience team is responsible for ensuring that every aspect of our customer’s time with us exceeds expectations.

The Customer Experience Development Advisor will help to develop, improve and standardise our global trainee experience right the way through all phases of engagement, selection and training from induction to graduation and beyond, enhancing the trainee experience along the way

Core responsibilities will involve, but not be limited to:

  • Collate trainee feedback by numerous and creative means through all stages of engagement, training and alumni
  • Measure the NPS score for cadets globally.   Feedback on insights and proposed ways to improve scores
  • Collaborate across the organization to deliver improvements to the cadet experience
  • Identify areas of the cadet experience that add no real value and asses their requirements
  • Recommend and implement improvements to continuously enhance the cadet customer experience
  • Ensure our induction process - wherever the training destination – reflects our professional and industry leading profile
  • Identify opportunities to enhance our extra-curricular offering; such as access to deals, memberships, clubs, societies, etc.
  • Provide content for trainee newsletters through trainee engagement and focus groups
  • Provide regular feedback and updates to use in Sales teams Key Account updates

PERSON SPECIFICATION

 

Essential skills and experience:

  • Have experience in customer service and/or product and customer experience design
  • Have a genuine interest in supporting young people in their career aspirations
  • Excellent communication skills including the ability to convey information effectively in written and verbal form
  • Interpersonal skills to enable efficient and influential communication at all levels
  • Fully competent in the use of Microsoft Office, specifically Word Outlook
  • Proven organisational skills together with the ability to prioritise and use tact and judgement
  • Willingness and ability to respond flexibly to the needs of the post
  • Proven ability to provide the best quality service to external and internal customers
  • Ability to work flexibly, including some evenings, weekends and public holidays

 

Hours: Working 37 hours per week, Monday to Friday core office hours are 1000-1600. Flexible start and finish times can be arranged around these hours to suit the demands of the job. You will be required to travel between our UK bases on a regular basis. You will also be required to support our customer engagement events which may involve weekend working and some UK travel.

 

Our Values are an integral part of who we are. We seek candidates who share our values:

  • Integrity
  • Excellence
  • Accountability
  • Respect

 

Additional information: Applications will only be accepted from individuals who possess the eligibility to live and work within the EEA.

Note: This Job Description is not intended to be all inclusive. It is designed to indicate the general nature and level of work performed by employees within this job title. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the role. The employee may perform other related duties as required to meet the ongoing needs of the organization.

ADDITIONAL INFORMATION: We do not accept uninvited approaches from recruitment agencies. On occasions that we do have a requirement to obtain third party support on specific recruitment campaigns, we will pro-actively approach a preferred supplier based on our own market research.

We will not pay agency fees associated with unsolicited third party applications. Should you choose to submit CV’s speculatively to any employee associated with L3HARRIS we retain the right to pursue and hire that candidate without any obligation to third party terms and conditions, regardless of their inclusion in any email or supporting documents.

If you are interested in working with us please submit your company details via email to careers.cts@L3Harris.com. Please include ‘Agency Information’ followed by your company name in the subject line.

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Details
Application deadline: Aug 23 2019

1

Days

6

Hours

58

Mins
Organization
Airline Academy
Job Type
Customer Experience
Location
Southampton, UK
Start date(s)
August, 08.09.2019
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