Fbo - Customer Service Manager

Airflite is a proven leader in aviation related services for both the Commercial and Defence sectors, specialising in Aircraft Maintenance, Repair and Overhaul (MRO), Aircraft Sales, Avionics Line Maintenance, Avionics major modifications, Component Repair/Overhaul, Spares/Logistics Support, Structural Repairs and Fixed Based Operations (FBO) with VIP Lounge.

An exciting position has opened within the aircraft FBO division of Airflite. We are looking for a well presented, motivated individual to fill the position of Fixed Base Operations Customer Service Manager.

To be successful for this role, you must be available at short notice, provide a safe, efficient and courteous service to our customers, while offering a professional level of service which exceeds expectations.

1. Operations Management:

- Ensure the efficient and safe operation of the FBO facility and related services, including fuelling, ground handling, hangar services, and passenger amenities.
- Develop and implement standard operating procedures (SOPs) to ensure consistent and top-tier service delivery to all clients.
- Monitor and manage daily operations to ensure compliance with industry regulations and safety standards.

2. VIP and Government Relations:

- Act as the primary point of contact for VIP and government clients, providing exceptional customer service and attending to their unique requirements promptly.
- Foster strong relationships with clients, government officials, and other stakeholders to enhance the company's reputation and secure long-term partnerships.

3. Charter and RPT Services:

- Collaborate with the Charter and RPT teams to facilitate smooth aircraft movements and assist with schedule coordination.
- Ensure that all clients experience a seamless transition through the FBO from arrival to departure.

4. Global Network Management:

- Oversee FBO facilities and staff at various locations around the world, ensuring consistent service quality and adherence to company standards.
- Develop and maintain an extensive network of FBO partners and suppliers to support worldwide operations.

5. Team Leadership:

- Lead, mentor, and manage a diverse team of FBO professionals, fostering a positive and collaborative work environment.
- Conduct regular training and performance evaluations to ensure the team remains skilled and knowledgeable in their roles.

6. Financial Management:

- Prepare and manage the FBO budget, including forecasting and cost control measures.
- Monitor financial performance and identify areas for improvement to maximize profitability.

7. Safety and Compliance:

- Ensure compliance with all relevant aviation regulations, security protocols, and safety guidelines at all times.
- Conduct regular safety audits and implement corrective actions as necessary.

8. Crisis Management:

- Develop and implement contingency plans to handle emergency situations, disruptions, or unexpected events that may impact operations.

Essential Selection Criteria:

- 5+ years of experience in FBO operations management, preferably in a global context serving VIP, government, charter, and RPT clientele.
- Strong knowledge of international aviation regulations and safety standards.
- Exceptional communication, negotiation, and diplomatic skills.
- Ability to handle high-pressure situations with professionalism and poise.
- Proven leadership experience with the ability to inspire and motivate a team.
- Flexibility to travel frequently and work irregular hours, as the role requires 24/7 availability.
- Possess a valid ASIC
- Possess a valid Airside Drivers License
- Possess a Dangerous Goods Awareness

**Salary**: $70,000.00 - $90,000.00 per year

Schedule:

- 8 hour shift

Supplemental pay types:

- Commission

Application Question(s):

- Vaccine Status - fully Vaccinated

**Experience**:

- Customer service: 3 years (preferred)

Work Authorisation:

- Australia (required)

Work Location: In person