Customer Support Manager in Kidlington, Oxfordshire

Air Personnel are looking for a Customer Support Manager to join their client based at Kidlington Airport

The Customer Support Manager (CSM) will be responsible for the end-to-end management of all customer-facing Support & Services activities for civil customers/operators products within the UK, Ireland, Isle of Man, and the Channel Islands.

The core objective of the CSM position is to ensure the delivery of customer service excellence through proactive management and timely fulfillment of complex customer requirements and  daily interactions relating to Support & Services (S&S) activities. The CSM plays a critical role coordinating, facilitating and ensuring collaboration across all business functions within and the wider network to support the Senior Sales Operations Manager in the execution of strategic Customer Support initiatives to drive business growth, revenue, and long-term customer loyalty.

Key Responsibilities

 I:  Customer Relationship & Account Management (Front Office)

Serve as the primary strategic relationship manager and single point of contact (SPOC) for a defined portfolio of  internal (contracted) and/or external customers (UK & Ireland based) to oversee all customer support activities, customer requirements and ad-hoc support requests as necessary.

Proactively engage with all customers through a regular visit routine to build and maintain robust, long-term relationships, capture market intelligence, and strategically promote support and services (S&S) capabilities.

Act as the customer advocate within to collate and share customer feedback and requests with relevant internal stakeholders and back-office support teams.

Ensure monitoring of cost control by collaborating closely with Finance, Commercial and Service Delivery teams to proactively manage and drive complex customer invoicing and account disputes through to rapid resolution.

II. Customer Support Delivery & Co-ordination 

Own and lead the end-to-end delivery of customer support for all Support & Services (S&S) activities, managing requests from initial enquiry through to completion or closure by engaging with all business functions as necessary.

Maintain continuous, transparent communication with customers for the planning and execution of maintenance activities and AOG (Aircraft on ground) events through collaboration with MRO and Delivery Teams as necessary. 

Organise, lead, and take full ownership of customer meetings as required under the terms of customer contract KPI’s or as deemed necessary for specific customer topics.  Ensure all associated actions and follow-up tasks are diligently executed in line with customer expectations and timescales.

III. Strategic Growth & Business Development

Drive high levels of customer satisfaction and confidence through proactive engagement and deep understanding of customer priorities and operational requirements to enable and secure future business growth.

Play an active and collaborative role within the Clear & Efficient Front Office (CEFO) process forming a close alliance with  Sales Managers (SM’s) in order to identify, promote, and drive new Support & Services (S&S) business opportunities. 

Manage customer requests and new business opportunities within  CRM tool (Salesforce), working collaboratively with Front Office teams and key stakeholders to progress and close opportunities within defined timescales.

Ensure alignment between Customer Support and Sales from opportunity phase through to completion and delivery of new aircraft acquisitions to ensure smooth entry into service and comprehensive capture of all in-service requirements for seamless customer operations.

Lead the delivery of commercial offers for Support & Services (S&S) activities to customers following close collaboration with Commercial teams and other key stakeholders across the organisation as necessary. 

IV. Quality, Process, & Continuous Improvement

Oversee and execute the Customer Satisfaction Management process via the CX Platform Tool, including raising customer satisfaction surveys, analysis of survey responses and dissatisfaction, and pro-active management of any associated action plans and resolutions required.

Ensure the timely and effective resolution of all customer requests and complaints through a unified, collaborative approach across, escalating critical issues to the Senior Sales Operations Manager as necessary.

Actively contribute to the Transformation program as necessary, supporting the deployment of process and operational improvement initiatives that align with objectives and Top Company Objectives (TCOs).

Knowledge and Skills

Essential

Working knowledge of Part 145 and Part CAMO regulations

Strong understanding of Aviation and Helicopter Operations

Strong communication, negotiation and relationship management

Ability to work cross-functionally and collaborate with internal and external stakeholders at all levels

Attention to detail and ability to think “outside the box” to find solutions

Ability to work in a highly demanding, fast paced operational role, often working to    deadlines (internal or customer driven)

Ability to drive and manage complex situations with both internal and external stakeholders

Ability to host high level, strategic customer meetings and present to multiple stakeholders

Education, Qualifications or Training

Essential

Extensive experience in the aerospace industry; preferably Account Management /Customer Support,  Service Delivery, Operations or Technical/MRO. 

Desirable

Experience and working knowledge of Airbus Helicopters products and the UK rotary market

Experience  managing a range of customer profiles

Bachelor or Master Degree level qualification in an aerospace, maintenance or management discipline

About You

A fundamental requirement to be successful in this role is the ability to listen to customers, identifying and understanding their problems with a view to formulating and driving sustainable solutions 

Excellent organisational skills and time management.

Well-developed interpersonal skills and an excellent communicator at all levels.

Flexible to working requirements and the ability to rapidly adapt to changing situations, priorities and demands.

Flexibility to react positively to customer requirements efficiently and effectively.

Highly presentable at all times.

Additional requirements

This position is subject to National Security Vetting. Candidates must be able to obtain SC clearance, which generally requires having lived in the UK for the last five years. All successful applicants will also undergo a mandatory BPSS check. 

Applicants must meet any/all requirements of Export Compliance Regulations.

Please call Michelle for further information or apply with your CV