Customer Experience Coordinator

Reports to: Operations Manager

Location: Office based. Blythe Valley Business Park, Solihull

Salary: £30,000 per annum

Hours of Work: Monday-Friday, 11:00am–7:00pm

Benefits:

• 25 days, paid annual leave, plus Bank Holidays

• Additional paid leave on Birthday

• Pension scheme

• Private medical care (on completion of satisfactory probation)

About K9 JETS

Launched in 2023, K9 JETS is the original, British-based, pay-per-seat, private jet public charter

operator. We’re dedicated to delivering an exceptional experience for owners to travel with their

pets by their side between major global destinations. As a fast-growing aviation business, we are

trailblazers who continuously seek to improve our service and expand our network to meet the

needs of our extensive community.

Role

The role of Customer Experience Coordinator is integral to the success of the operation and focuses

on supporting our customers throughout their journey from the moment they make a reservation

until they arrive at their end destination. The role is heavily customer service based and includes a

variety of data entry tasks, general administration and communicating with customers by phone

and email. Working collaboratively in a small team, alongside other operational departments.

Key Skills and Experience

• Previous experience of customer service and administration within the private aviation

sector preferred OR within the luxury travel industry or another premium service sector

• Proficient in core IT systems, including but not limited to, Microsoft Office Suite, MS Teams,

Google spreadsheets, HubSpot (or another CRM system)

• Attention to detail and data accuracy essential (must be able to demonstrate this)

• Excellent English language skills; must be able compose professional emails to customers

and confidently answer and respond to inbound and outbound telephone enquiries

• Organised, proactive, and self-motivated

• Remain calm under pressure and able to multitask during peak operations

Key Responsibilities (including, but not limited to)

Customer Support

• Deliver consistently high levels of service at all times

• Respond to customer enquiries via email and phone within standard response times and in

line with the values of our brand book, ensuring replies are professional, clear, concise,

reassuring and caring

• Provide accurate information on destinations, pet documentation, ground transport options,

hotel recommendations and coordinate requests where applicable

• Provide pre-flight briefings to customers who missed the original session or who require

additional support

• Recognise repeat customers and manage relationships to ensure loyalty is valued

• Action callback requests and re-assign calls to sales team, where applicable

• Ensure shared email inboxes are managed and organised

Booking & Customer Journey

• Input new bookings accurately and update relevant trackers – attention to detail is essential

to ensure passenger, pet and financial information is correct

• Process passport data in preparation for security checks and ensure trackers are updated

• Liaise with customers in a timely manner with queries relating to booking data and/or

passport information

• Raise booking conflicts with the Operations Manager as quickly as possible

• Maintain reservation records, ensuring relevant information is continually added or updated

• Create and issue ATOL certificates

• Process pet documentation and update relevant trackers. Liaise with customers if

documentation is missing or if queries are raised by the relevant authority

• Update merchandise trackers to ensure passenger gifts are coordinated

• Issue invitations for pre-flight briefings via CRM

• Assist with post-flight follow-up

Operational Support

• Assist the Operations Manager and Operations Team as directed with pre-flight preparation

• Prepare accurate Team Briefs for Airport Representatives

• Coordinate in-flight catering requests