Overview

Our business has evolved since we first began trading in Edinburgh in 1833. The movement of goods was a little different back then, but our people have always been at the heart of our business. Today, we deliver safe and efficient aviation services to every customer, every time.

You will be working on the FastTrack.aero product. FastTrack.aero and Executive Services sit under our Pearl Brand and provide an integrated range of premium travel solutions, combining lounges and Meet & Assist with Executive Aviation services for private jets, charters and aircraft diversions.

Role Purpose

Lead Customer Service operations and support teams in the end-to-end management of global online booking and assistance requests on the Fasttrack.aero platform, particularly those related to the Pearl Elevated, VIP service and Executive Aviation. Ensure efficient coordination across various stations, compliance with SLAs, and deliver seamless, personalized customer experience consistent with Group commitments and quality standards.

What you will be doing

Supervise daily Customer Service operations, managing agent rosters, duty assignments, and workload distribution to match demand.
Oversee the end-to-end handling of Pearl and Executive Aviation bookings to ensure prompt, accurate logging, tracking, and closure.
Maintain service continuity, fluid operations, and high-quality delivery during peak traffic periods and high-demand events.
Act as a direct point of contact for customer queries, resolving issues amicably and stepping in on complex or escalated cases.
Champion a "Customer First" culture, ensuring team members deliver high-end, proactive service compliant with international standards.
Ensure VIP and premium travellers receive personalized, discreet, and attentive care in line with brand commitments.
Guide and support agents through difficult client or station interactions, ensuring every request has a dedicated owner until completion.
Investigate the root causes of customer complaints, coordinating corrective actions to prevent recurrence and enhance service quality.
Coordinate request dispatching across multiple stations, enforcing group procedures and tracking execution deadlines.
Ensure consistent, rigorous use of booking tools to maintain reliable records, full request traceability, and accurate finance billing.
Maintain clear, professional communication across stations, clients, operational teams, and senior stakeholders.
Uphold strict safety, regulatory, and company compliance across all activities, escalating risks or violations to management immediately

Would you like to see more detail on the accountabilities of the role? Please see the attached job description for further information

Safety, Security, Wellbeing and Compliance:

You will have a responsibility and duty whilst at work to take reasonable care of the health, safety and wellbeing of yourself and others in accordance with provided information, training, and workplace health and safety rules or procedures. The company is committed to providing a safe working environment for all staff members. In all areas of our business there is a potential risk to the health, safety and welfare to everyone on our sites through the misuse of alcohol and drugs. As such the Company prohibits such misuse and carries out regular testing to enforce our Substance Misuse Policy.

Please see the attached job description for further details on safety, security, wellbeing & compliance.

What we are looking for

Bachelor's Degree / Master equivalent in Business Administration, Commerce, or related fields.
Minimum 3 to 5 years of professional experience in a customer-facing role, ideally in Customer Service; experience in an international, multi-site environment is a strong advantage.
Demonstrated ability to mobilize a team around common goals and provide clear leadership.
Strong focus on customer experience with the ability to build and foster a "Customer First" culture.
Excellent communication skills across various corporate levels, functions, and cultural backgrounds.
Strong decision-making skills in fast-paced operational environments.
Ability to maintain high levels of professionalism under pressure or in complex situations.
Proven track record of translating Group strategic objectives into measurable operational results.
Proactive mindset with the ability to anticipate operational risks before they impact customer experience.
Ability to make prompt, sound decisions in urgent or sensitive scenarios.
High attention to detail, data quality, and request traceability.
Strict adherence to confidentiality and VIP customer management standards.
Basic IT skills with the capacity to quickly adapt to new tools and software.
Excellent command of spoken and written English.
Physically and mentally fit for the role.
Experience as a Customer Care Agent for more than 4 years or as a supervisor for 2 years is an advantage.

Diversity

Menzies Aviation are a committed equal opportunity employer and encourage applications for suitably qualified and eligible applicants regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, and maternity. We strive to create an inclusive working environment, where the different knowledge, perspectives, experiences, and approaches of our global workforce are represented. Where everyone feels valued and can reach their full potential.

Please be aware that as part of our recruitment process, we may look to use a variety of resourcing tools to help us understand your skills and experience in relation to the role. Please feel free to contact to recruiter below, if there are any reasonable adjustments to our process that you would like us to consider.

As part of our recruitment process, we will always consider how candidates fit with our values which you can learn more about here.

Application Instructions

Is this role ticking all the boxes for you? If so, please click apply now!

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