Customer Service Executive

Reporting to the Customer Experience Manager, the Customer Experience Executive will be a passionate advocate responsible for a first‑class customer experience, ensuring our students and staff have their requests attended to in a cheerful manner, leaving our students, staff, and visitors with a positive experience.

This is a full‑time role working 37.5 hours per week, based at our Oxford Campus.

Role Duties

On‑Boarding Duties

• Be the first point of contact for all students who have been allocated a future training slot within the academy (known as STARTS).
• Coordinate regular newsletters with the Marketing department to keep STARTS informed and engaged with current events around the academy, and keep them excited to start their training with us!
• Week 1 preparations: welcome students to their accommodation, ensure uniform and equipment are in place and ready for their training journey.
• Track STARTS’ requisite Class 1 & 2 Medical certificates, Initial Airside Pass, General Security & Awareness Training and DBS application before Day 1.
• Coordinate start date with current students returning from Spain for their Advanced Flight Training and keep the Training Delivery Manager informed of any changes to student circumstances.
• Facilitate the on‑boarding administration for the BNU Degree Course, ensuring applications are filled in correctly, then sent to BNU with photographs and completed course spreadsheets, and arrange the initial BNU student Q&A session.

Off‑Boarding Duties

• Coordinate Ground School transition to Spain in collaboration with Ground School Training Admin, Training Delivery Manager and Alhama CX Team to ensure a seamless handover.
• Responsible for the End‑of‑Training process where students transition to Alumni; track the departments students will work through to ensure all off‑boarding tasks are completed or in process.
• Handover Alumni to Graduate Services & Marketing department so employment status and graduation planning can be tracked when students have completed training and become LEA Alumni.

General Office & Student Administration

• Provision of scheduling and administrative support to the Head of Training (HoT) or Training Delivery Manager as required, such as scheduling student appointments.
• Cover the telephone switchboard as required, screening calls and taking appropriate messages where applicable.
• Coordinate the transportation of students.
• Make travel arrangements for the business, including flight bookings, car hire and hotel arrangements.
• Meet and greet visitors, ensuring they are signed in correctly and Health and Safety information is provided.
• Coordinate the arrival of deliveries that arrive at the Academy during office hours, ensuring any post and parcels reach the relevant areas.
• Occasional Open Day support (weekends).
• Assist with visa paperwork for students travelling to Spain.
• Airside Pass administration.
• Provide other support to the Academy and staff team as required.

OUR CULTURE

At Leading Edge Aviation, our Vision, Mission and Values guide everything that we do. The Safety & Compliance Assistant is expected to maintain the highest levels of professionalism, compliance and integrity. This role requires flexibility and a collaborative mindset to contribute to our vision of excellence in everything that we do.

Core Competencies

• A positive and enthusiastic personality combined with excellent written and verbal communication skills.
• A student‑first attitude with the willingness to go the extra mile for our students.
• Excellent IT skills with working knowledge of Microsoft Office & Zoho CRM applications.
• Proven administrative experience.
• Strong organisational skills with the ability to manage multiple tasks.
• Demonstrable alignment with the company’s core values in attitude, conduct, and work.

What We Offer

• Salary of £30,000 – £33,000 per annum, depending on experience, reviewed annually.
• Commitment to your personal and professional development.
• Generous holiday entitlement of 25 days, which increases with service, plus public holidays.
• An Airspace day for wellbeing and what is important to you.
• Enhanced sick pay and leave.
• Pension scheme with enhanced employer contributions.
• Life assurance scheme of 2 × your annual salary.
• Critical illness cover.
• Access to our Individual Assistance Programme and lifestyle discounts.
• Cycle to work scheme.
• Free on‑site parking.
• Employee referral scheme.

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