Fleet Support Officer

Synopsis As a Fleet Support Officer at Etihad, you will help deliver efficient, responsive services to our pilot community. Working within the Pilot Support function of Flight Operations, you will coordinate crew-related processes, support Fleet Management and provide a high standard of internal customer service. You will bring strong organisation, attention to detail and a service-focused approach to supporting our pilots. Through accurate reporting, effective coordination and contributions to engagement initiatives, you will help enhance the pilot experience and identify opportunities to improve how we work through technology and innovation. Accountabilities Provide administrative and coordination support across Pilot Support and wider Flight Operations, ensuring accurate records, data integrity, confidentiality and timely delivery of assigned responsibilities. Support Fleet Management with crew-related HR processes, ensuring effective coordination, documentation and follow-up in accordance with established procedures. Respond to pilot and stakeholder enquiries, coordinate resolutions, escalate matters appropriately and share emerging pilot concerns with the Functional Lead and/or Fleet Management. Maintain and validate operational data, prepare periodic reports and analyse trends relating to crew performance, operational matters and career progression. Assist with the administration and monitoring of official pilot communication channels, ensuring effective communication and adherence to established guidelines. Support pilot engagement initiatives, including coordinating events and activities that contribute to a positive pilot experience. Identify and recommend improvements to processes and service delivery through analytical thinking, problem-solving and innovative use of technology, automation and AI-enabled solutions. Support the Pilot Support team with operational requirements and undertake additional tasks, projects and initiatives as assigned by the Line Manager.

Minimum five years’ experience in administration, employee services, HR support, customer service or operational coordination, preferably in aviation or a related industry. Experience delivering excellent customer service to employees, Crew or external customers, with a strong focus on responsiveness, professionalism and service quality. Experience supporting employee engagement initiatives. Ability to manage multiple priorities in a fast-paced operational environment. Knowledge or proven proficiency in digital tools, generative AI, automation and process improvement. Strong communication, organisational, analytical and problem-solving skills.

Provide administrative and coordination support across Pilot Support and wider Flight Operations, ensuring accurate records, data integrity, confidentiality and timely delivery of assigned responsibilities. Support Fleet Management with crew-related HR processes, ensuring effective coordination, documentation and follow-up in accordance with established procedures. Respond to pilot and stakeholder enquiries, coordinate resolutions, escalate matters appropriately and share emerging pilot concerns with the Functional Lead and/or Fleet Management. Maintain and validate operational data, prepare periodic reports and analyse trends relating to crew performance, operational matters and career progression. Assist with the administration and monitoring of official pilot communication channels, ensuring effective communication and adherence to established guidelines. Support pilot engagement initiatives, including coordinating events and activities that contribute to a positive pilot experience. Identify and recommend improvements to processes and service delivery through analytical thinking, problem-solving and innovative use of technology, automation and AI-enabled solutions. Support the Pilot Support team with operational requirements and undertake additional tasks, projects and initiatives as assigned by the Line Manager.