Client Retention Consultant

Company Description

We are the number air charter provider globally and provide chartering services to our Cargo, Commercial and Private Jet clients. Our success is simple, it is our people! We recruit the best talent available and then provide industry leading mentoring and training; allowing our teams to reach their best potential.

The Role Purpose

Working alongside the Client &xa0;Experience Team, the role of the Client Retention Consultant is to liaise with Clients via phone call and email to gather vital feedback, for all three charter departments, on the service and experience they had whilst working and flying with ACS. Then passing that feedback to the charter consultant and working with them to ensure that the Clients return to book with ACS again. This ranges from assisting Private Jet charter consultants in sourcing an extra special touch for a flight to helping resolve a loading issue for a Cargo Client.

Job Description

The Duties

Pre-Flight:

• Work closely with charter consultants from the Private Jet division to create bespoke ideas as to how they can elevate the service offered to their respective clients.

Post Flight:

• Call Clients for all three charter divisions once their flights have flown to gather feedback.
• Deal with any objections or negative feedback in a professional and polite way whilst keeping the best intentions for the business at heart.
• Handle and distribute feedback forms, both digital and physical, to the correct offices and line managers in each region

Charter Consultant Support

• Monitor and maintain stock levels for the gifting cupboard for each department, working closely with marketing to ensure ACS has enough stock available inhouse.

Working with People:

• Build meaningful working relationships with charter consultants in each department in order to better understand their clients.
• Work closely with non-sales departments as they are a vital part of ACS being a successful business.
• Ability to adapt personal style and communication preferences to mirror the needs and requirements, both externally with clients and internally with colleagues and peers.

Delivering Results & Meeting Expectations:

• Ensure you consistently hit your after sales call targets to drive increased client retention.
• Complete requested data projects using inhouse reports and systems

Achieving Goals & Objectives:

• Consistently demonstrates an uncompromising high level of expectations of themselves and will move all obstacles and invest the time and energy required to achieve these goals.
• Ensure company procedures are followed in a methodical and chronological way to &xa0;ensure protection of both ACS and the client.

Additional Information

• 22 days annual leave (increasing to 25 after 1 year & with length of service)
• Free breakfast and lunch in our onsite canteen
• Free onsite gym – including classes
• Free onsite parking
• Continued professional development
• Life insurance
• Private healthcare and pension
• Employee assistance programme (EAP)
• 2x “Giving Back” charitable days per year
• Cycle to work scheme

DIVERSITY & INCLUSION

Here at ACS were passionate about bringing people together to create a truly inclusive environment that promotes and values diversity, across our global network of offices.

Qualifications

The Person

• Fluency in English - Essential
• Ability to speak French, Spanish, German or Arabic is desired
• Strong desire to constantly outperform
• Ability to work both independently and in a team
• Enjoys working towards goals and objectives in a competitive environment
• Outstanding written and verbal communication skills
• Strong numeracy skills.
• Resilient with the ability to bounce back when things go wrong
• Able to work flexible hours where required (aviation isn't 9-5!)