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Customer Service Specialist Apprentice
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Customer Service Specialist (Apprentice)
The Customer Service Specialist (Apprentice) is responsible for handling enquiries and reservations for airlines represented by our Company. This role is to efficiently deal with all operational and cargo matters.
You will also gain a full view of the process of cargo in aviation.
Wage
Competitive wage offered
Training Course
Customer service specialist (level 3)
Hours
Monday to Friday, 9:30 am - 5:30 pm, 37 hours 30 minutes a week
Start Date
Monday 7 September 2026
Duration
1 year 3 months
Positions Available
1
What You'll Do at Work
- Managing the bookings and customer service for our partners
- Ensuring cargo booking sheets are sent to the various carriers
- Working with agents
- Assisting partner products with daily flights, ensuring those booking sheets are sent for the allocation of the correct department
- Carry out bookings, resolving queries and check freight when required
- Assisting with the customer service team
- Carry out UK post flights on a daily basis and checking how the build up is being completed
Where You'll Work
Building 558 Shoreham Road West, World Cargo Terminal London Heathrow, Middlesex, TW6 3RN
Training Provider
TOTAL TRAINING PROVISION LIMITED
Training Course
Customer service specialist (level 3)
What You'll Learn
- Business focused service delivery: Demonstrate a continuous improvement and future focused approach to customer service delivery including decision making and providing recommendations or advice
- Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
- Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
- Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
- Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
- Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
- Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
- Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
- Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
- Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
- Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
- Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
- Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
- Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
- Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
- Service Improvement: Make recommendations based on your findings to enable improvement
- Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice
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Training Schedule
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This training schedule has not been finalised. Check with this employer if you’ll need to travel to a college or training location for this apprenticeship.
Requirements
- Attention to detail
- Customer care skills
- Problem solving skills
- Team working
About This Employer
Network Aviation Group heads up a group of two dozen wholly owned and inter-related aviation businesses. Originally formed in 1985 the Network Aviation Group now spans five continents. We offer a variety of sales and services to client airlines, as well as managing a fleet of freighter aircraft on a network of scheduled routes and charters throughout the world.
After This Apprenticeship
Your earnings can increase over time with an apprenticeship. Being a successful Customer Service Agent within the aviation industry.
Ask a Question
The contact for this apprenticeship is: Network Aviation Group, Verity-Ann Harper, verity-ann.harper@network-airline.com. The reference code for this apprenticeship is VAC2000047598.
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