Customer Support Representative

Air Personnel are delighted to support their client for the Customer Support Representative based at the Airport

We are looking for a proactive and customer‑focused Customer Support Representative to join our team at Bournemouth Airport. In this role, you will take ownership of coordinating aircraft maintenance inputs, supporting customers throughout their maintenance events, and ensuring smooth communication between our engineering teams, supervisors, and external stakeholders. You will play a key part in delivering a safe, compliant and customer‑centric service experience.

What you'll be doing:

• Act as the primary point of contact for customers during maintenance inputs, providing timely updates and professional support.
• Coordinate scheduled and non‑scheduled maintenance activities across base and line operations.
• Liaise with MSU Supervisors, engineering teams, manufacturer representatives and regulatory authorities before, during and after maintenance events.
• Manage AOG requirements, both on‑site and remotely, ensuring rapid and effective response.
• Prepare and issue daily status reports, including progress updates and cost information.
• Create, update and manage work packs, work orders and maintenance documentation.
• Provide customers with quotations for approval during maintenance inputs.
• Maintain the aircraft maintenance order book and ensure accurate data entry into CAFAM or similar systems.
• Raise Certificates of Release to Service (CRS) and issue Return to Service (RTS) documentation.
• Update CESCOM with Maintenance Transaction Reports and flight details.
• Support Technical Records, including scanning, archiving and dispatching completed work packs.
• Maintain the Technical Library and manage subscription amendments.
• Verify and input timesheet data when required.
• Ensure document control standards are upheld within the Customer Support Department.
• Participate in engineering meetings and provide technical support where required.

What we're looking for:

• Previous experience in a customer service role, ideally within aviation.
• Strong project management capability with the ability to handle multiple tasks and shifting priorities.
• Confident communicator able to interpret technical information and relay it clearly to customers.
• Proficient in MS Office and comfortable working with maintenance software (Corridor experience desirable).
• Basic understanding of aviation regulatory requirements, particularly EASA Part 145.
• High attention to detail, strong numeracy skills and accuracy in data input.
• Self‑motivated, organised and able to work independently.
• A collaborative team player with a professional, can‑do attitude.
• Strong problem‑solving skills and the ability to respond quickly to issues.
• Fluent written and spoken English.

Key attributes for success:

You will be customer‑focused, organised and calm under pressure, with the ability to manage competing priorities while maintaining accuracy and compliance. You will build strong working relationships, communicate clearly, and support both customers and internal teams to ensure maintenance events run smoothly from start to finish.

This is a fantastic opportunity to join a wonderful organisation - please call Michelle for further