Airline Customer Service | First Choice Staff

Airline Customer Service

  • £18000 - £22000
  • Heathrow
  • Permanent
To provide best in class customer experience to our forwarding and airline customer, to maximise revenue opportunities & grow market share for our Airline. Handling correspondence received into the reservations e-mail inbox. Making bookings and agreeing rates both over the phone and in writing. Assisting the Reservations Manager & Supervisory/Lead Agent staff with new ideas and suggestions to achieve the Airlines targets by meeting all our deadlines, by operating efficiently and is responsible for completing the booking lists for their airline portfolio accurately and on time.

This role is working with 1 Airline. Providing good Customer Service.

Booking Lists Producing the booking list for our airline customer with priorities that take into consideration yield, budget and flown as booked targets on time
Post flights Responsible for providing accurate post flights to all our customers, both in the UK and abroad and chasing up offloads as well as reporting back within agreed timescales
Rates Agrees the rates with our overseas offices and UK customers on all bookings, feeding back to sales with any upselling opportunities or system issues (rates not pulled forward)
Customer/Market intelligence Provides feedback to Reservations Supervisor & CSM when market is weak or strong so that we can make pricing changes in line with the market PB MonitoringInputs the monthly PB allocations so that shortfalls or over deliveries can be dealt with in a timely fashion and escalated so that new agreements can be made in a timely fashion with our customers to the EY team Airline Reporting Ensures we provide accurate and timely reports to our airline customer, as required, in line with their requirements and distributes internally as agreed Reservations Makes bookings in the airlines reservations systems ensuring a high level of accuracy. Responds to all email queries in line with current SLA (one-hour maximum resolution time and response to email bookings/FFRs etc) Spot Rates Sells in line with our tariffs ensuring all processes are actioned to maximise revenue and provide sales with all relevant information and correct rate class chosen in line with company procedures to ensure no revenue leakage/customer queries. Follows up on quotes as requested. Telesales Follows up to close all quotes in a timely fashion Queries Resolves queries and handling complaints including handling reports in line with company standards, within agreed timescales and escalating to the Supervisor and Manager as necessary (not limited to short shipments, over shipments, damage, and claims) Monday to Friday 9am-5.30pm

Previous Customer Service experience, along with good IT skills.

Please forward CVs to

· IF you do not hear from us within 7 days, unfortunately your application has been unsuccessful.


Sue Stone Senior Recruitment Consultant - Heathrow

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