Coordinatore Customer Service & Training Operations

“In compliance with Law 68/99, priority will be given to applications from individuals belonging to the Protected Categories.”

Description

To ensure the efficient execution of daily training centre operations, delivering an excellent customer experience while coordinating effectively with internal departments (Operations, Planning, Sales, Maintenance, Security). The role supports all stages of the customer journey and ensures contractual compliance and smooth training delivery.

Key Responsibilities

1. Training Centre Operational Coordination

• Manage operational changes, improvements, and updates in coordination with Operations, Sales, and Planning.
• Act as primary Point of Contact (POC) for the local Training Centre and CAE ROM.
• Monitor simulator usage and availability (STARS verification, on-site checks, incident follow-up).
• Manage DRY/WET bookings and scheduling for CAE, FTA, and ITA customers.
• Coordinate maintenance reservations and support technical teams.
• Ensure training rooms, facilities, and equipment are prepared daily for operations, events, or customer visits.

2. Customer Management & Onboarding

• Send Welcome Packs and coordinate all pre-arrival requirements (documentation, databases, instructor approvals, customer preferences).
• Conduct pilots’ welcome, initial briefing, and provide continuous support throughout their stay.
• Assist instructors with material, room access, and operational needs.
• Coordinate AOG situations and customer emergencies.
• Responsible for Client Satisfaction Surveys and feedback management.

3. TSA & Contract Compliance

• Ensure adherence to DRY scheduling guidelines.
• Oversee TSA management for ITA (FTA & CAE).
• Execute and monitor customer agreements and ensure contractual compliance.
• Perform monthly billing data validation (ELBA, STARS, ITA reconciliation).
• Close JL (CAE & FTA) after verification in ELBA.

4. Logistics: Hotac, Transportation & Services

• Select and manage preferred hotel partnerships.
• Arrange hotel and ground transport for clients, staff, and instructors.
• Manage lockers, access credentials (ELBA), WiFi codes, and other customer services.
• Coordinate courier shipments and documentation.
• Prepare and manage proforma invoices and shipping (e.g., FedEx, spare parts).

5. Security & EHS Coordination

• Distribute and reinforce Health & Safety information.
• Coordinate H&S activities with CAE and ITA.
• Manage client check-in (Gemini), access requests, parking authorisations, and security clearances (L231).
• Ensure compliance with local security procedures and requirements.

6. Training Department Support

• Prepare training folders (Epcaf, lesson plans, Appendix 9, CAE forms).
• Request, configure, and update iPads for Type Rating (TR) courses.
• Request and coordinate cockpit panels for training.
• Prepare examiner documentation and maintain ATO archives.
• Deliver hard copies of training records to Madrid when required.

7. General Administrative Support

• Schedule rooms (briefing rooms, classrooms for CAE/FTA/ITA).
• Manage office supplies and consumables (ARIBA requisitions).
• Support other departments with administrative and operational tasks as required.
• Ensure Training Centre readiness (connectivity, heating, screens, supplies).

Minimum Qualification

• Experience in Customer Service, Training Administration, or Operational Coordination.
• Strong organisational, multitasking, and communication skills.
• Customer-oriented mindset with high attention to detail.
• Ability to work across multiple teams and manage several stakeholders.
• Fluent English; additional languages are an asset.
• Famil