Customer Service Executive (FTC) - 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 individual with excellent communication and customer service skills 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! Although we are part of a large global organization, we work hard to retain a strong family culture. As part of our Customer Experience team, your role is highly valued within our business area. We are looking for someone who is, confident and responsible, keen to take ownership of their individual areas of responsibility as well as support their colleagues across the business.


Primary purpose of the role:
Whilst our Customer Experience team members all share responsibility for ensuring our visitors and customers have an excellent first and lasting impression of us, each individual member of the team has a primary area of responsibility. The role we are currently looking for will manage the experience of a selected number of cadets from the day they join, all the way through their journey to graduation.

You will be working in a team in a busy and buzzing environment. It is essential you are self-motivated and full of energy. You will have a ‘customer first’ approach and be passionate about delivering excellent customer service, and possess the confidence to communicate openly and regularly with our customers in a calm and pleasant manner that best represents our organization

Core responsibilities will involve, but not be limited to:

  • Focus on delivering a consistent, excellent customer experience for all customers
  • Proactively manage your cadet group with news and updates, monitoring and seeking to improve their experience wherever possible
  • Responding efficiently and effectively to feedback and complaints from cadets and their sponsors and liaising with relevant departments across our business and global academy sites to resolve concerns
  • Working with the customer experience team, help champion and deliver improvements to our customer experience
  • Assist with the organization of, and supporting customer events and focus groups
  • General administrative duties to support the Customer Experience team
  • Through your work, support the improvement of our NPS target



The successful applicant will hold a strong level of service experience background. They will be approachable and confident with a highly flexible attitude and will be able to deal with customers and colleagues from a diverse background.


Essential skills and experience:

  • Excellent customer service experience or experience in a customer complaints department
  • Significant experience in undertaking administrative tasks
  • Strong communication skills, particularly when influencing others and in problem handling
  • Knowledge of Microsoft Office (specifically Word, Excel and power point)
  • Pro-active, self-motivated and able to work on own initiative as well as part of a team
  • Friendly and approachable “can do” attitude with the ability to work well under pressure
  • Demonstrate proven problem solving abilities
  • Professional telephone and written communication and presentation skills
  • Solid numeracy skills
  • Strong experience in a public facing role
  • International outlook, ability to deal comfortably with various cultures
  • Previous operational aviation training industry knowledge and experience would be an advantage.

Qualification, educational requirements and work based certifications:

  • Educated to GCSE level, including English and Maths


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 L3 CTS 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 Please include ‘Agency Information’ followed by your company name in the subject line.

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Application deadline: Sep 06 2019






Job Type
Customer Services
Southampton, UK
Start date(s)
July, 07.25.2019
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