Operations and Client Experience Officer

  • Full Time

Website Aviair

About this Job

Aviair, formerly known as Slingair, was founded in 1984 and has been under local Kununurra ownership since April 2016. We are a multi-award-winning regional airline, with significant operations in Kununurra, Broome, Karratha, and Adelaide. Aviair offers a range of Scenic Air Tours, Charter Flights, and Scheduled Flights to serve the Kimberley and Pilbara regions.

Broome is an iconic town with an interesting history and stunning natural beauty. Life in this dynamic location for individuals and families are abundant with aquatic, sporting, camping, waterfall chasing and other recreational opportunities. Broome has access to good schools and a strong sense of community. If you’re looking for adventure and the exciting lifestyle that the Kimberley can provide, this opportunity is for you!


About the role          

Aviair is seeking a highly motivated and customer service focused individual to come onboard as an Operations and Client Experience Officer.

As an Operations and Client Experience Officer you are the first point of contact in ensuring our guests and passengers have an amazing experience.


Key Duties and responsibilities of the role include

  • Maintain an exemplary level of customer service within our office and terminal
  • Answer all telephonic and electronic queries in a timely manner, accurately complete flight plans and take charter requests from clients
  • Follow daily procedures as outlined in checklist and manuals, be the point of contact for charter clients and scheduled services with regard to schedule changes, delays and general enquiries
  • Responsible for all flight bookings being correctly entered into Takeflite
  • Coordinate reservations and logistics of all flights and ground components, including support service providers, such as fuel orders, accommodation, landing requests and bay bookings
  • Maintain relevant and professional relationships with agents, regular contacts, suppliers and stake holders
  • Facilitate flight departure and arrival operational requirements, perform passenger check-in and baggage acceptance procedures as well as coordinating in and outbound freight
  • Liaise with pilots regarding to flight following, ETA and ETD updates, passenger and freight manifests and courtesy transfers
  • Manage the office-based procedures for the Aviair terminal, including administration, mail, banking and management of office supplies
  • Collate and develop daily/monthly revenue and performance reports
  • Review all pricing prior to invoicing and approve relevant invoices
  • Manage customer complaints in a deescalating manner, referring unresolved cases to the relevant manager
  • Responsible for the after-hours phone on a roster rotation
  • Operate all computer, radio and ground handling equipment relevant to the role
  • Ensure terminal, office, kitchen and toilets are neatly maintained at all times
  • Be aware of role in Emergency Procedure and Transport Security Program


To be successful in this role

Thrive when working as part of a team, be able to follow directions and be a good communicator as well as following:

  • Excellent computer skills including Microsoft Office Suite and logistics programs
  • Outstanding organisational skills with a strong attention to detail
  • Ability to be self-motivated and work without daily direction
  • Approachable and friendly with a positive attitude, particularly during stressful environments
  • A team player with the ability to take ownership of own role whilst providing support to the other key staff within the business


Desirable experience

  • Current Dangerous Goods Awareness certificate
  • 2 years’ experience in a similar role


What we offer you

  • On the job training
  • An attractive salary
  • Personal development opportunities to grow in a diverse, inclusive company
  • A great team environment
  • Salary Sacrifice / salary packaging benefits (including remote area housing benefits)


To apply, please submit a cover letter and resume outlining your relevant qualifications and experience.

To apply for this job please visit www.seek.com.au.