Introduction
AIRDAT is a UK based systems, training & consultancy company providing services specifically to the Aviation sector. Our products relate to the management of training, assurance, compliance, fleet and auditing. In addition, AIRDAT offers airports an array of support services.
AIRDAT is proudly an Employee Ownership Trust (EOT). Joining our Employee Ownership Trust means becoming an integral part of a company where your contributions directly impact our shared success. As an employee-owner, you'll have a stake in the company's achievements, fostering a collaborative and empowered work culture. Our commitment to shared ownership promotes a supportive environment where your dedication is rewarded, creating a fulfilling and mutually beneficial workplace.
At AIRDAT, it’s all about life-work balance. Working only 32 hours a week on a permanent full time basis, you will get 22.5 holiday days and bonus time during the Christmas/New Year period too. The company also runs around 6 free ‘activity days’ throughout the year (including things like Go Karting, Off-Road Driving, Spa Day, Kayaking) - you can vote for other activities you’d like to do and you can book onto as many of these as you like (or not!) - plus our team Christmas Party.
We operate a cycle to work scheme, a Private Healthcare Scheme and Discretionary Occupational Sick Pay. You’ll be provided with all the equipment you need and we reserve an annual budget to help improve skills and further your development too. In addition, all team members receive a purchasing card, so no using your own funds to make company purchases.
Our company values are Proactive, Evolving, Confident and Supportive - these should resonate with any potential applicants.
The Role
The Customer Experience Manager (CX Manager) role combines the proactive relationship-building focus of Customer Success with the responsive problem-solving of Customer Support Management. This position is essential in ensuring a seamless and positive customer journey, from AIRDAT systems onboarding and daily support to driving long-term satisfaction and retention.
This is a permanent contract and we are looking for someone who can work full time (based on a 4 day working week) working either Monday to Thursday or Tuesday to Friday. Working hours will be primarily between 0900 to 1700 with some out of hours meetings to accommodate other time zones. This role is primarily home-based but there will be a need to travel to AIRDAT Offices.
In this role you will be responsible for:
Customer Success
* Conduct regular feedback sessions/business reviews to ensure customers are achieving their desired system outcomes.
* Learning everything about AIRDAT’s systems, products and services to assist clients.
* Assist customers directly using chat, email, telephone and ticketing systems.
* Responding to queries (internal and external) in a timely manner and prioritising critical tickets.
* Streamline processes for case escalation, critical issue tracking, and root cause analysis to ensure a seamless and high-quality support experience.
* Investigating and responding to any complaints raised.
Customer Journey Optimisation
* Identify improvement areas to enhance overall customer experience and satisfaction.
* Run the AIRDAT system onboarding process that accelerates customer time-to-value and facilitates a smooth transition into product usage.
* Develop and maintain educational resources, webinars, support assets and success programs to enable customers to maximise the product's potential.
Support team management
* Ensuring we have adequate resources to provide support, including the scheduling of team members work, approving leave and, when necessary, highlighting the need for/employing/interviewing new team members.
* Running annual appraisals of the support team and reporting back to the Directors.
* Running ongoing training with the support team to ensure they are aware of updates, changes and that their performance remains exemplary.
* Running daily and monthly support meetings with the support team.
Reporting and Metrics
* Preparing reports and data for the quarterly support meetings.
* Ensuring our support KPI’s and SLA’s are met/exceeded.
* Act as the customer advocate within the organisation, working with product, marketing, and sales teams to ensure customer needs and feedback are integrated into development and service improvements.
* Coordinate with the Systems team on feature requests, ensuring that support and success teams are aligned with product updates.
* Liaising with our strategic partners to ensure support levels are consistent to our end customers regardless of the tools they use within our systems.
This role will report to the COO/CEO. There will be a need to self-manage whilst maintaining our company culture & values.
Applicants must be able to demonstrate that they are proactive, confident, work well with and can manage others, have exceptional customer service skills, are good decision-makers, highly organised & self-motivated, reliable and can work under their own steam unaided.
Strengths & Behaviours
Are you:
* Someone who loves to help people?
* Comfortable interacting with stakeholders of all types and with exceptional customer service skills?
* Loves tech and enjoys using systems to make their life easier?
* Capable of building good relationships leading to trust and commitment?
* Driven with the enthusiasm to work in a complex fast-moving environment?
* Able to work to targets and deadlines?
* An excellent communicator (verbal and written)?
* Able to convey complex information in a clear and concise manner?
* Able to work at pace, a self-starter who can work with the minimum of supervision?
* Able to put forward, consider and adapt to better methods of working?
* Able to lead a team to success?
Role Requirements
Required
* Education or relative experience in Business, Communications, or related field.
* 2+ years experience in customer support or a related field, with a proven track record of leadership.
* Time management and organisational skills.
* Excellent written and verbal communication skills.
* Diagnose and troubleshoot hardware, software, and network issues.
* Experience with help ticketing systems such as helpscout.
* Highly proficient computer skills and experience in using multiple online systems.
Desirable
* Experience on MacOS.
* Knowledge and use of Google Workplace.
* Experience with Loom video editing software or similar.
* Experience of project management systems such as JIRA & Trello.
* Experience with CRM systems (e.g., Pipedrive, Salesforce, HubSpot).
Salary
* £27k to £30k.
* 4 Day Working Week.
* Remote Working.
* 22.5 Days off Pro-rata and extra time at Christmas.
* Private Healthcare Scheme.
* Cycle to Work Scheme.
* Up to 6 Fully Paid Company Activity Days per annum.
* Discretionary Occupational Sick Pay Scheme.
Job Types: Full-time, Part-time, Permanent.
Pay: £27,000.00-£31,000.00 per year.
Expected hours: 32 per week.
Benefits:
* Casual dress.
* Company events.
* Cycle to work scheme.
* Health & wellbeing programme.
* Private medical insurance.
* Work from home.
Schedule:
* Day shift.
Experience:
* IT support: 1 year (required).
* Customer Service: 2 years (required).
* Computer skills: 1 year (required).
Work authorisation:
* United Kingdom (required).
Work Location: Hybrid remote in Canterbury.
Expected start date: 06/01/2025.
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