Customer Services Assistant

The Royal International Air Tattoo has been running for over 50 years and is staged in support of the Royal Air Force Charitable Trust. The Royal Air Force Charitable Trust's vision is to ignite the passion for aviation and space, and inspire young minds upwards. Empowering them with the knowledge, skills, inclusive opportunities and experiences to aspire and pursue a rewarding and innovative career in the field of aerospace.

We are looking to appoint 2 x Customer Services Assistants on a fixed‑term contract who will support the Customer Services Manager in the delivery of RIAT 26.

• Support the delivery of the Customer Service function as first point of contact for general email and telephone enquiries on behalf of RAFCTE and RIAT.
• Ensure all customer and company data captured is done so in full compliance of company policy and our GDPR compliant processes.
• Monitor stationary supplies for Douglas Bader House and ensure effective advance ordering for requirements is achieved for the organisation.
• Process customer complaints/refund requests in line with our ticket T&Cs.
• Greet visitors to DBH in a friendly manner.
• Take ticket and merchandise orders both over the phone and face to face.
• Receive deliveries to DBH and notify relevant staff.
• Manage questions coming through Webchat on the website – these are immediate virtual face to face conversations.
• In the run up to the show handle local resident enquiries both over the phone and face to face.

• FTC 13/04/2026 until 24/07/2026.
• 36.25 hours per week.
• Based in Fairford, Gloucestershire.
• All employees are required to work the Saturday or Sunday before the Royal International Air Tattoo and the whole weekend of the event.
• RIAT Weekend Date: 17th-19th July 2026.

• Highly organised and customer‑focused individual with GCSE‑level education or equivalent experience.
• Proven customer service experience, gained within a similar or larger business.
• Strong track record of delivering excellent service across face‑to‑face, online, and telephone channels.
• Knowledge of the outdoor events sector is desirable.
• Essential skills: strong organisation and time‑management, ability to work effectively under pressure and to tight deadlines, excellent collaboration across departments.
• Accuracy, attention to detail, and confident written and verbal communication.
• Strong IT literacy – particularly in Microsoft Excel.
• Empathy, resilience, and a proactive approach to problem‑solving, offering practical solutions and maintaining a commitment to excellence and safety.
• Team‑orientated mindset and a genuine passion for delivering outstanding customer service.

• Salary of £25,000 per annum (pro rata).
• Unique opportunity to be part of the world‑famous Royal International Air Tattoo.
• Two complimentary tickets to RIAT.
• Exclusive staff discount of 50% on up to six additional tickets – share the experience with friends or family and enjoy the event from the inside.