Working with Matt Hall Racing puts you at the forefront of elite air racing and aviation experiences. If there are no current positions available, please feel welcome to send your resume and cover letter to contact@matthallracing.com, we will certainly look at it and place it on file for future roles. Subscribe to our newsletter or follow us on social to receive notice of job openings.
Job Type: Full-time Tuesday to Saturday
Location: Lake Macquarie Airport, Marks Point, NSW 2280
Reports to: Operations Manager
Applications close: 6 February 2022
We are a world championship winning team and we have created the right balance between safety, fun, adventure and success. Our number one priority is being professional, supportive and engaging towards our clients and each other. We are consistently looking to improve both individually and as a team. We strive to always be honest, fair and respectful towards our clients and each other and when we don’t get this right we listen, learn and improve.
The MHR brand is built upon safety, professionalism and performance. The customer experience manager is the primary point of contact with our valued customers and fan base. This is a critical role and carries the important responsibility of upholding MHR’s image and reputation for service delivery.
For high-performing candidates, career pathways in this role include promotion to MHR’s world series touring team as team coordinator and/or operations manager at home base.
The focus of the role for 2022-2024 includes the following:
Engage customers and fans to ensure a professional and enjoyable MHR experience.
Develop strong knowledge of MHR products, services and brand.
Ensure flight booking inventory is up to date and available for online, phone or in person purchase.
Receive sales enquiries, assist customers with bookings, follow through with sales leads and ensure prompt follow up of all customer related matters.
Engage with, welcome and assist customers on the day of their experience.
Upsell merchandise and other experiences in a natural way.
Manage the booking system and process.
Manage pilot availability and create rosters each month.
Respond to all correspondence in a timely manner including email, social messaging and voicemail.
Sell, transact and distribute merchandise from both in-store and online sales, including supply level management and stock orders.
Ensure initial impressions for customers uphold the exceptional standards of the MHR brand including office presentation, aircraft and attitude.
Summarise and report on all sales in the booking system.
Maintain a proactive self-development program in your area of expertise to ensure that MHR benefits from the latest ideas and practices.
Conduct all activities in accordance with MHR’s Safety Management System.
Ensure all mail and deliveries are tracked until completion (inbound and outbound) and located correctly upon arrival.
Maintain a storage system (equipment, merchandise, paper and electronic).
Ensure serviceability and functionality of all secondary equipment required for flights (headsets, ipads, cameras etc).
Respond to and organise charitable donation requests.
Be available to help other team members and partnering businesses with office related assistance including equipment, postage and other requests.
Orderly management of invoicing, receipt collation and bill paying.
Uniform and staff brand management.
Staff travel bookings.
Joy flight ground operations.
Website updates and social media posts.
Taking photographs and video for social media and other purposes.
Minimum three years customer experience and/or sales background in person, phone and online.
Personnel management.
Spreadsheet management.
Issuing and paying invoices (Xero experience preferable).
Social media management and website management highly regarded.
Highly developed communication and interpersonal skills.
Personable, approachable and passionate about achieving customer experience and sales goals.
Highly developed scheduling, booking and organisational skills.
Leadership qualities
Exceptional problem solving skills.
Ability to work under pressure and to tight deadlines.
Ability to work autonomously and demonstrate initiative.
Ability to work as a member of a team.
Proficient computer skills and readily learns new technology platforms.
Proficiency with Microsoft Office suite.
Proficiency with Rezdy booking system, Squarespace, Mailchimp, Canva, social media platforms and basic graphic design skills highly regarded.
Respectful, tenacious, proactive, competitive, punctual, driven to succeed and the highest level of integrity.
Market competitive for this role. Also dependent on experience and qualifications. Remuneration will be reviewed post probation dependent upon performance and additional work taken on.
Please submit your CV with cover letter to contact@matthallracing.com. If you have questions about the role, please also submit them via email. Good luck!