Deputy Customer Support Manager

Up to £32,000 (depending on experience)

• 25 days annual leave + 8 bank holidays.
• Additional annual leave purchase scheme.
• Enhanced sick pay.
• 5% employer pension contribution. 
• Private health insurance with discounted family plans. 
• Life assurance scheme of 3x your annual salary.
• Discounted gym membership.
• Employee assistance programme.
• Free mortgage advice.
• Free on-site parking.
• Rewards and recognition scheme.
• Access to state-of-the-art training facilities and resources.
• Free barista style coffee.

If you have any questions or would be looking to arrange an informal chat with a member of the recruitment team, please contact us at [email protected]. 

The Deputy Customer Support Manager is a key customer-facing and site leadership role responsible for delivering a consistently high standard of customer experience throughout the trainee journey at Skyborne, Bournemouth.

Working closely with, and reporting to, the Customer Support Manager based at Gloucester, the role will take direct day-to-day management responsibility for the Bournemouth customer support operation and site. This includes trainee communications, onboarding and enrolment activity, accommodation, transport, facilities, welfare support and customer-facing services. This role requires a high level of ownership, initiative and independence.

• Provide direct day-to-day management of the Bournemouth customer support operation and support the effective general management of the Bournemouth site.
• Provide a professional, proactive and responsive customer support service throughout the trainee journey.
• Take ownership of trainee communications at Bournemouth, ensuring information is accurate, timely, consistent and appropriately coordinated with the Customer Support Manager and wider business.
• Support the trainee onboarding and enrolment process, ensuring new trainees are fully prepared for the commencement of training and that all required documentation, certificates, system access and enrolment communications are completed.
• Arrange and coordinate all practical requirements for new enrolments, including uniforms, equipment, training materials, stock and relevant incoming and outgoing goods.
• Be present for, and support the planning and delivery of, all Bournemouth trainee inductions, ensuring new trainees receive a welcoming, organised and consistent introduction to Skyborne and the site.
• Take day-to-day ownership of the Bournemouth customer experience, ensuring facilities, accommodation and customer-facing areas are maintained to a consistently high standard.
• Coordinate trainee arrivals, departures, accommodation allocations, check-ins, check-outs and key transition points.
• Manage Bournemouth bus schedules and wider trainee transport arrangements, liaising with transport providers and internal stakeholders to ensure services remain reliable and meet operational requirements.
• Support trainee visa administration where required, coordinating documentation, communications and internal follow-up within the remit of the role.
• Support the Customer Support Manager and Group Head of Customer Support with wider projects, reporting and initiatives as required.
• Support the planning and delivery of open days, graduations, airline visits, trainee forums and other customer-facing events.
• Monitor customer correspondence, enquiries and feedback, ensuring issues are responded to promptly, appropriately managed and escalated where required.

This position is based onsite at Bournemouth Airport and is worked 40 hours per week, Monday to Friday 0800-1630 with occasional weekend work. 

Responsibilities

We champion creativity in everything we do. We think differently and we aren’t afraid to ask questions. Innovation drives us forward and we’re always looking for smarter, more effective ways to improve how we operate.

We foster a supportive, team-focussed environment where our staff and students feel empowered, valued and heard. We respect every individual and believe that recognition, inclusion and collaboration are essential.

Safety, expertise and professionalism are at the heart of what we do here at Skyborne. Trusted by our students and airline partners alike, we hold ourselves to the highest standards and we don’t settle for anything less.

We’re a people-first company and a motivated, passionate team who take pride in giving our trainees the strongest start to their aviation careers.

Our carefully selected team of professionals are committed to shaping the next generation of pilots. We partner with an extensive list of major global airlines, including British Airways, SkyWest, DHL, Jet2.com and easyJet. Whether aviation has always been on your radar or you’re discovering it for the first time, we’d love to hear from you!