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Job Title:  Customer Services Advisor

Job Type: Permanent 

About Us: 

The RAF Charitable Trust Enterprises organises the Royal International Air Tattoo attracting visitors for a weekend of spectacular aviation action every year.  Our commercial activities enable us to gift our profits to The RAF Charitable Trust in order to foster and encourage an interest in aviation amongst young people and to inspire the next generation of aerospace professionals.

The role will be based at Douglas Bader House, adjacent to RAF Fairford in the heart of the Cotswolds in Gloucestershire. The cities of Bath, Cheltenham and Gloucester are close by as is the town of Swindon and the office is commutable from a wide range of locations across Somerset, Avon, Wiltshire, and the M4 corridor.

The Role:

Reporting to the Customer Services Manager the role is responsible for the smooth running of the Customer Services Department by providing a timely and comprehensive service to all customers, with particular emphasis on RIAT tickets sales and merchandise.

Key Responsibilities:

  • Respond to customer enquiries face-to-face, telephone, email, webchat and post
  • Support Enclosures volunteer teams with ticket scanning over the show
  • Support the capture and secure protection of Customer information
  • Support the customer-facing aspects of all ticket & merchandise sales processes
  • Carry out assigned duties associated with and at RIAT and any other event
  • Support ticket sales, despatch notes, and refund & return processes
  • Package and post out all merchandise orders within the timescale set in the Terms and Conditions
  • Administer and coordinate the effective handling of customer complaints and enquiries
  • Liaise with all departments to resolve customer service issues
  • Process ticket & enclosure sales
  • Pack up & mail out enclosure/parking passes

About You:

  • Previous customer service experience (essential)
  • IT literate - Microsoft Office (essential)
  • Database management (desirable)
  • Some knowledge of accounting systems (desirable)
  • Able to prioritise tasks and handle multiple projects simultaneously (essential)
  • Numerate and literate with attention to detail (essential)
  • Good relationship management (essential)
  • Organised with excellent time management skills (essential)
  • Ability to work under pressure and to tight deadlines (essential)
  • Good verbal communication - telephone and face to face (essential)
  • Flexible (essential)

Working Pattern:

14.5 hours per week (August to May)
36.25 hours per week (June and July)

Remuneration & Discretionary Benefits:

The position enjoys an attractive remuneration package including base salary, discretionary annual bonus, Company Pension, Childcare Vouchers, and Employee Assistance Programme. The company operates a generous holiday entitlement scheme, with the opportunity to purchase and sell holiday.  

Next Steps:

Interested applicants should apply with a current CV highlighting your suitability for this role HERE.

Closing Date: 19th January 2020

Interview date: TBA

“It was an epic spectacle, as magical as anything you've ever seen in the West End, and as loud as anything you've ever heard at Knebworth.”

Jeremy Clarkson, Television Presenter

“All the thrills, excitement and noise of a Grand Prix, but in the air!”

Jenson Button, Former Formula 1 Racing Driver

“Probably the most complete air show I’ve ever been to!”

Al Worden, Apollo 15 Astronaut

“This is THE best airshow!”

Buzz Aldrin, Apollo 11 Astronaut

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