Customer Support Manager

JAM Recruitment Ltd; Cherwell District; On-site; GBP 48,000 - 62,000; Full time

Benefits offered by this job

Private Medical Insurance

Pension plan

Share incentive plan

Job summary

JAM Recruitment Ltd is seeking a Customer Support Manager for a permanent role based in Kidlington. You will lead end-to-end customer-facing support and services for civil customers across the UK, Ireland, Isle of Man and Channel Islands.

You will coordinate internal teams, manage strategic relationships, and drive customer satisfaction through proactive engagement and visits to understand priorities and gather market intelligence. A strong aerospace background is preferred.

Qualifications

• Bachelor or Master degree in an aerospace, maintenance or management discipline.
• Experience in an aerospace environment, ideally with background in account management, customer support, service delivery, operations, or technical/MRO.
• Strong communication, relationship management and problem-solving skills.

Responsibilities

• Act as a primary strategic contact for a defined customer portfolio and own customer support activities.
• Build long-term customer relationships through proactive engagement and regular visits to understand priorities.
• Coordinate internal teams to deliver customer solutions from enquiry to completion or closure.
• Oversee customer invoicing and resolve account disputes with Finance, Commercial and Service Delivery.

Skills

Communication

Relationship management

Cross-functional collaboration

Problem solving

Organisational skills

Education

Aerospace/maintenance/management degree

Tools

Salesforce

Job description

This permanent Customer Support Manager role in Kidlington offers a negotiable salary and full-time hours.

The successful candidate will lead end-to-end customer-facing support and services activity for civil operators across the UK, Ireland, Isle of Man and Channel Islands.

Duties include acting as primary strategic contact for a defined portfolio, owning support tasks and ad-hoc requests, and building long-term relationships through proactive engagement and regular visits to understand priorities and gather market intelligence. Coordinating internal teams to resolve issues and turn client needs into business outcomes is central.

Applicants should demonstrate strong communication, relationship management, problem-solving and organisational skills, with a customer-focused approach and the ability to remain calm under pressure.

If you''re passionate about delivering exceptional customer service, bringing calm to complex situations, and helping teams turn customer needs into real business outcomes, this is a role where your impact will be felt daily.

My Client in Oxfordshire is hiring for a Customer Support Manager to lead end-to-end customer-facing Support andamp; Services activity for civil customers/operators within the UK, Ireland, Isle of Man and the Channel Islands.

What you''ll be doing:

• Act as a primary strategic point of contact for a defined customer portfolio, owning customer support activities and ad-hoc requests
• Build long-term customer relationships through proactive engagement, including a regular visit routine to understand priorities and gather market intelligence
• Coordinate internal support across business functions to deliver customer solutions-from initial enquiry through to completion or closure
• Maintain clear, transparent communication with customers to plan and execute maintenance activities and Aircraft on Ground (AOG) events (in collaboration with relevant teams)
• Organise and lead customer meetings as required, ensuring actions and follow-ups are completed to customer expectations and timescales
• Manage complex customer invoicing and account disputes in partnership with Finance, Commercial and Service Delivery, driving resolution efficiently
• Support growth by identifying and progressing new Support andamp; Services opportunities in collaboration with Sales Managers
• Work within the customer CRM tool (Salesforce) to progress and close opportunities to defined timescales
• Oversee customer satisfaction management via the CX Platform Tool, including survey actions, analysis of feedback and resolution of dissatisfaction
• Escalate critical issues to the Senior Sales Operations Manager when necessary, keeping the customer experience front and centre

What you''ll bring:

• Strong communication, negotiation and relationship management skills-able to confidently represent the business with customers and internal stakeholders
• The ability to work cross-functionally and collaborate with stakeholders at all levels, often under tight deadlines
• A sharp eye for detail, with a practical, solution-focused mindset (including when situations are complex)
• Experience managing complex scenarios across internal and external parties, driving them through to resolution
• Confidence hosting high-level, strategic customer meetings and presenting to multiple stakeholders
• Working knowledge of Part 145 and Part CAMO regulations, plus a strong understanding of aviation and helicopter operations
• Experience in an aerospace environment, ideally with a background in account management, customer support, service delivery, operations, or technical/MRO

Additional information:

• Bachelor or Master Degree level qualification in an aerospace, maintenance or management discipline
• Desirable: experience and working knowledge of Aviation products and the UK rotary market, and experience managing a range of customer profiles

Benefits

Our client offers a competitive salary, bonus and a comprehensive benefits package, including:

• Private Medical Insurance (Bupa) - single cover for employees paid by the company Pension: Employees are auto enrolled into the Retirement Fund. Company contributes 6%, employee 4% basic Share Incentive Plan and ESOP. Annual share schemes at company discretion. Succ