Customer Service Leader

VSE; Leigh on Sea; On-site; GBP 40,000 - 60,000; Full time

Job summary

Rotable Repairs Ltd, based in the United Kingdom, is seeking a Customer Service Leader to drive a professional, responsive, and customer-focused service for airlines and aerospace organisations worldwide.

You will head the Customer Service Team, coordinate with Operations, Production, Engineering, Compliance and Logistics to ensure accurate and timely updates on enquiries, quotations, repair orders, and service requests.

Qualifications

• Previous experience in a customer service, customer support, or account management role.
• Experience supervising, leading, or mentoring a team.
• Excellent communication and interpersonal skills, with the ability to build strong customer relationships.
• Strong organisational skills with the ability to manage multiple priorities and deadlines.
• Proficient in Microsoft Office applications, including Word, Outlook and Excel.

Responsibilities

• Lead and develop the Customer Service Team, ensuring high levels of performance and professionalism.
• Act as the primary point of contact for key customers, building and maintaining strong relationships with airlines and aerospace organisations.
• Oversee the management of customer enquiries, quotations, repair orders, and service requests.
• Ensure customers receive accurate and timely updates regarding repair status, turnaround times, and delivery schedules.
• Work closely with Operations, Production, Engineering, Compliance, and Logistics teams to coordinate customer requirements and resolve issues.
• Monitor and improve customer satisfaction, responding promptly to customer concerns and complaints.
• Support the preparation and negation of commercial quotations and service agreements.
• Ensure customer records, contracts, and documentation are maintained accurately and confidentially.
• Provide regular reports and updates to senior management on customer service activities, performance, and customer feedback.

Skills

Customer service

Team leadership

Communication

Organizational skills

Problem solving

MS Office

Tools

MS Office

CRM systems

ERP systems

Job description

COMPANY DESCRIPTION:Rotable Repairs Ltd is a UK based C&D rated Part 145 EASA and UK CAA/FAA Maintenance and Repair organisation for aircraft wheels and brakes, with an extensive capability list that supports the majority of the current aircraft platforms trust by airlines and aerospace organisations all over the world.JOB SUMMARY:The Customer Service Leader is responsible for leading the customer service function, ensuring the delivery of a professional, responsive, and customer-focused service to airlines and aerospace organisations worldwide. The role acts as the key liaison between customers and internal departments, overseeing enquiries, quotations, repair orders, and service updates while maintaining strong customer relationships.DUTIES & RESPONSIBILITIES:Responsibilities include, but are not limited to:Lead, manage and develop the Customer Service Team, ensuring high levels of performance and professionalism.Act as the primary point of contact for key customers, building and maintaining strong relationships with airlines and aerospace organisations.Oversee the management of customer enquiries, quotations, repair orders, and service requests.Ensure customers receive accurate and timely updates regarding repair status, turnaround times, and delivery schedules.Work closely with Operations, Production, Engineering, Compliance, and Logistics teams to coordinate customer requirements and resolve issues.Monitor and improve customer satisfaction, responding promptly to customer concerns and complaints.Support the preparation and negation of commercial quotations and service agreements.Ensure customer records, contracts, and documentation are maintained accurately and confidentially.Provide regular reports and updates to senior management on customer service activities, performance, and customer feedback.MINIMUM REQUIREMENTS:Previous experience in a customer service, customer support, or account management role.Experience supervising, leading, or mentoring a team.Excellent communication and interpersonal skills, with the ability to build strong customer relationships.Strong organisational skills with the ability to manage multiple priorities and deadlines.Proven problem-solving and decision-making abilities.Proficient in Microsoft Office applications, including Word, Outlook and Excel.Strong attention to detail and accuracy.Customer-focused approach with a commitment to delivering high levels of service.PREFERRED REQUIREMENTS:Experience in the aerospace, aviation, MRO (Maintenance, Repair and Overhaul), or related industry.Knowledge of aircraft wheel and brake maintenance and repair services.Experience using ERP, CRM or customer management systems.Rotable Repairs Ltd are an equal opportunities employer and are committed to creating a diverse and inclusive workplace. We welcome applications from all individuals regardless of age, disability, gender identity or expression, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation. We value the unique contributions that every employee brings to our organisation and strive to ensure a fair and supportive recruitment process for all.