Customer Support Representative

About This Role

Join our Flight Training Organisation as Customer Support Representative at our Commercial Flight Training Centre in Crawley (Gatwick). In this office-based and operational role you will hold the reigns and be the first point of contact for all cadet training enquiries.

As part of our global flight training organisation, you’ll act as Cadet Welfare Officer, working closely with our Training team to ensure every cadet receives the highest standard of support throughout their program.

The role we are offering you

In this role you will be working with Airline customers globally, students, flight instructors and internal colleagues. You will have the opportunity to work independently on-site at our Training Centre in Gatwick, while also collaborating with a global team remotely.

By taking ownership and showing proactiveness you can truly take part in the journey of our approximately 160 cadet’s embarking on their journey of becoming a pilot!

Key Job Responsibilities 

• Co-ordinate with cadets regarding their EASA and/or UK CAA Class 1 medicals, tracking expiration dates throughout training to ensure validity, as required.
• Act as the primary point of contact to the program’s customer, responding to requests and delivering excellent customer service.  
• Support cadets in gaining any required Visas (M1 US Visa, UK Student Visa, European Study Visa, etc.) to ensure they can complete their whole training journey.
• Create and maintain a thorough Visa application process and guide and ensure this is effectively communicated to students.  Ensure all required documentation, such as CAS letters, IELTS, passport scans, I20s, SEVIS, etc. are all in check, processed and stored accordingly.
• Book and communicate Embassy appointments and ensure all students have completed the required applications and criteria to obtain their Visa to start their training.
• Actively manage the Student Visa tracker to ensure all students remain compliant and report any Visa breaches.
• Maintain a professional and technical/product knowledge by attending educational workshops, reviewing technical/specialty publications, and/or participating in professional associations.  
• Administrative tasks, as required, for the smooth-running of the FTO (including, but not limited to)

• Processing of cadet expense claims, Purchase Orders and fingerprints on the cadets return from Phoenix (USA), managing flight bookings for training in the USA.
• Rostering tasks, processing of exam bookings and monitoring of progress and results for all cadets and organising and hosting of orientation days.
• Administrative support to the Flight Crew Licensing Specialist.

Our ideal candidate  

• Brings experience from a customer facing role or has customer support experience.
• Had exposure to a Progressive Training Syllabus and experience with structured, step-by-step learning programs,
• Is familiar with goal-oriented training plans and brings experience from the Educational or Aviation Training industry.
• Has good analytical skills and a very customer- and solution driven mindset.
• Is fluent in English language (any other language is beneficial) 
• Is a confident MS Excel and MS Word user.

What kind of person will succeed in this team?

You are very organised with good attention to detail, and you thrive in a busy, live-training environment working towards deadlines. Available information in this role is often incomplete, so you enjoy seeking answers from others to determine your course of action. You are approachable, confident and a team player and you enjoy interacting with other internal departments and colleagues on-site. You enjoy delivering a high-quality customer service and can handle a busy workload.

Contract details & location

This on-site position is based at our modern Commercial Aviation Training Centre in Crawley/Gatwick. We are offering a permanent contract, working hours of the role are Monday to Friday with total working hours of 37.5 hours a week.

CAE offers

Attractive benefits including a flexible holiday policy and flexi-time scheme.

Private health insurance (BUPA)

Healthcare cash plan

Pension scheme

Life Assurance & more!

With over 13,000 employees located in 35 countries, CAE is a global leader in training for the civil aviation, defence and security, and healthcare markets. To learn more: Visit www.cae.com!

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Position Type                       

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

CAE is an equal opportunity employer committed to providing equal employment opportunities to all applicants and employees without regard to race, nationality, colour, religion, sex, gender indentity and expression, sexual orientation, disability, neurodiversity, veteran status, age, or other characteristics protected by local laws.

If you don't see yourself fully reflected in every job requirement listed in the job posting, we still encourage you to reach out and apply. At CAE, everyone is welcome to contribute to our success. Applicants needing reasonable accommodations should contact their recruiter at any point in the recruitment process.  If you need assistance to submit your application because of incompatible assistive technology or a disability, please contact us at [email protected]