FBO Client Experience Supervisor

Job Description:

Position: FBO Client Experience Supervisor
Location: Jersey, Channel Islands
Working Hours: 40 Hours per week, 4 days on, 2 days off (rostered basis)
Role Summary: The FBO Client Experience Supervisor is responsible for leading the FBO & Client Experience team to deliver exceptional, safe and efficient services across FBO (Fixed Based Operations), aircraft management, aircraft charter and easily accessible conference facilities. This role ensures a consistently high standard of hospitality, communication and operational excellence for clients, crew, VIPs and visitors.This position will be key in living and breathing The Red Thread Academy company ethos and values. It is the strategic core of the promise we make to our clients. Its purpose is to empower every employee to embody a culture of client-centricity and operational excellence. Continuously evolving, the Academy equips our people to deliver today’s standards while together innovating and defining the excellence of tomorrow.Acting as a key support to the FBO Manager, the Supervisor oversees daily FBO lounge operations, staff coordination, and ramp and handling activities. They champion the client experience culture, supervise staff performance, maintain service standards, and ensure readiness for all aircraft movements. The role also involves monitoring suppliers, coordinating events, and upholding strict confidentiality.Operationally, the FBO Client Experience Supervisor assists with implementing procedures, managing training, supporting internal and external enquiries, and promoting a strong safety culture through the SMS system. They contribute to accurate revenue capture, provide shift coverage when needed, and participate in out‑of‑hours callout duties.
Client Service Main Responsibilities:

Drive the client experience culture in the FBO and to ensure high standards are maintained across all shifts to show consistency and professionalism.
Responsible for the day to day running of the FBO lounge providing great hospitality to all clients and crew
Front Of House - Liaise and deliver a seamless service to the crew, FBO clients, VIP’s, third-party service providers and visiting guests.
Coordination with the FBO Manager in relation to rosters for staff, ensuring that there is always staff coverage at the right time.
Act as point of contact and provide ongoing support to all clients using FBO facility.
Staff supervision, ensuring high standards are maintained for all customers using the facility.
Ensuring that the overall service experience provided to clients are of the highest standard.
Keep up to date with daily movements and prepare for arrival and departure of clients to and from the lounge and aircraft.
Oversight for the safe, efficient management of the FBO, including cleanliness of the FBO lounge.
Monitor suppliers for quality of service and provide feedback.
Help to plan, organise, and coordinate events and liaise with organisers and caterers.
Ensure a high level of confidentiality is always maintained.

FBO Supervisor Main Responsibilities:

Assist with the performance management of all FBO staff.
Assist with the implementation of FBO procedures and standards.
Oversee the training of FBO staff to ensure all training is suitable and current.
Assist with all external and internal FBO enquiries.
Assist with maintaining open channels of communication between the team members within the FBO.
Assist co-ordination between staff shifts within the FBO.
Oversee usage and gain detailed understanding of Air Ops software.
Assist with the promotion of the safety culture through SMS system.
Help to drive accurate FBO revenue capture and communicates new opportunities with FBO Manager.
To cover for staff shortfall in the role as Client Experience Representative where needed and to supplement staffing at busy times where necessary.
To cover shared callout responsibilities for out of hours services.

Security Responsibilities: (when required)

Supervision of physical searches of cabin/hold luggage, customers, staff and vehicles
Supervision of Conducting physical searches of in-flight supplies
Supervision of Body searching (pat-downs) of customers and staff
Operating high-tech security equipment such as X-Ray machines and metal detectors
Checking of staff and visitor passes to ensure authority to enter security areas

Skills, Qualifications and Experience required:Essential

Proven background in premium customer service, hospitality, VIP client management or aviation
Experience within a supervisory or team-lead position, coordinating rosters, shift coverage and day to day team operations
Ability to deliver a consistently high‑end service experience in a fast‑paced environment
Ability to coach, motivate, and performance‑manage staff
Possess excellent interpersonal skills with strong confidence in communicating across all levels
High attention to detail and strong organisational skills
Confident individual who remains composed and professional under pressure
Excellent IT proficiency including strong working knowledge of Microsoft Office (Outlook, Excel, Word, Teams)
Full clean driving licence and ability to hold a valid Airside Security Pass
Physically fit with a good general health, reasonable strength and no physical incapacity which would prevent the undertaking of a range of tasks, including moving luggage on and off aircraft and aviation security duties
Be able to pass a colour blindness test
With or without vision aids be able to read a UK car registration plate at 23 metre distance.
With or without vision aids be able to read labels on bottles between 30 – 50 cm as selected by the candidate.
With or without an aid, be able to hear radio and telephone communications, audio signals emitted by security equipment, and an average conversational human voice at 2.5 metres in a quiet room.
Be free from dependence on alcohol or illegal substances.

Desirable

Proven track record in a similar role and/or similar industry experience
Experience in managing flight operations and general ground management.
Experience managing inventory, cost control, customer satisfaction, staff training, Health & Safety and more.
Jersey residence preferred.

In addition to a Competitive Salary, we will offer you:

Increased Salary after successful passing of probation
Competitive Group Pension Scheme
Comprehensive Life Assurance *
Comprehensive Income Protection *
Comprehensive Travel Insurance *
Comprehensive Private Healthcare (after successful passing of probation) *
Investment in Training, Qualifications and Professional Development

*(Subject to insurance underwriting)Due to the volume of applications received, only candidates selected for interview will be contacted. If you do not hear from us within 20 working days then your application has been unsuccessful on this occasion.

Job Ident #: VN1312

Company Details

Gama Aviation Signature

Two Corporate Drive
Suite 1050
Shelton, Connecticut 06484 USA
www.gamasignature.com

Gama Aviation has operations in 45 locations in 17 countries across five continents, making it one of the world’s leading aviation services companies. Its services include line and base maintenance, FBO services, engineering design, aircraft management...

Benefits:
Health, 401K, dental, vision, long-term disability, life insurance

Supported Manufacturers:
Gulfstream, Bombardier, Dassault, Cessna, Hawker Beechcraft and Embraer

Supported Models:

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Job Info

Location

Farnborough, International, International

Type

Permanent

Company Details

Gama Aviation Signature

Two Corporate Drive
Suite 1050
Shelton, Connecticut 06484 USA
www.gamasignature.com