Charter Operations and Client Experience Officer
Shoal Air is a small, locally owned and operated aviation company that has proudly serviced the Kimberley region for over 25 years.
Operating across some of the region's most remote and spectacular destinations, we provide a diverse range of services using fixed-wing aircraft, including scenic flights and tours, private and corporate charters, remote freight transportation, passenger movements and essential community support services.
At Shoal Air, we believe the experience extends far beyond the flight itself. From the first enquiry through to the moment our guests return home and beyond, we pride ourselves on delivering personalised service, local knowledge and genuine Kimberley hospitality that creates memorable experiences for every passenger and client.
About the Role
Shoal Air is seeking a highly organised and motivated individual to join our Kununurra office as a Charter Operations & Client Experience Officer, supporting the day-to-day coordination of charter and tour operations.
You'll be part of a small and supportive team, acting as one of the first points of contact for guests, passengers and clients. Assisting with enquiries, bookings and travel coordination to ensure a smooth and positive experience at every stage of their journey.
This is a varied and rewarding role, from coordinating charter and scenic flight bookings to assisting with passenger movements, travel arrangements and day-to-day flight logistics, you'll play an important role in helping our operations run smoothly while delivering a high level of customer service.
Working closely with the Charter Manager, Head of Flying Operations, flight crew and broader operational team, you will support the safe and efficient delivery of charter and tourism services across the Kimberley.
We are looking for someone seeking a long-term opportunity who is excited to become a valued part of a small regional team and contribute to the positive experience Shoal Air is known for.
Key Responsibilities
* Coordinate charters, scenic flights and tour bookings, ensuring passenger and booking information is accurately maintained
* Respond to enquiries via phone, email and face-to-face interactions, providing friendly and professional customer service
* Act as one of the first points of contact during check-in, assisting with baggage acceptance, refreshments and helping ensure passenger comfort and a welcoming experience
* Liaise with guests, charter clients, tourism partners and service providers regarding bookings, travel arrangements and schedule updates
* Assist with passenger movements, departures and arrivals, including freight and baggage acceptance
* Support daily charter operations, flight logistics, scheduling and operational administration activities
* Process payments, quotations, reservations and booking amendments
* Maintain an understanding of Shoal Air tours, charter services and aircraft capabilities to confidently assist guests and clients with suitable travel options
* Coordinate tour and travel arrangements, assisting with special requirements and helping tailor flight and tour experiences to meet individual needs and expectations
* Support general office administration, including banking, ordering, correspondence and office organisation
* Work closely with the Charter Manager, Head of Flying Operations, flight crew and broader team to support smooth daily operations and undertake other reasonable duties as required
About You
You enjoy working with people, are highly organised, and take pride in delivering a positive customer experience.
Ideally, you will have:
* Minimum 1 year of experience in a similar role
* Previous experience within the aviation and/or tourism industry will be highly regarded
* Strong written and verbal communication skills, with confidence interacting professionally with guests, clients and industry partners
* Excellent organisational skills, strong attention to detail and the ability to manage multiple priorities at once
* A high level of computer literacy, including confidence using Microsoft Office and booking or reservation systems
* The ability to work both independently and as part of a small team
* A proactive attitude, willingness to learn and the ability to adapt in a varied role
* A friendly, approachable nature and genuine passion for providing positive customer experiences
What We Offer
* Full-time position with salary ranging from $74,000 – $80,000
* The opportunity to work in a rewarding role within a small, supportive team environment
* Ongoing learning and development opportunities within a dynamic aviation and tourism environment
* Opportunities to experience Shoal Air flights and tours during quieter periods and the off‐season
* A unique opportunity to live and work in the beautiful Kimberley region
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