Customer Support Manager

Airbus

Oxford

On-site

GBP 70,000 - 90,000

Full time

2 days ago

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Benefits offered by this job

Private Medical Insurance (Bupa)

Pension contribution up to 8%

Yearly Share Incentive Plans

Discretionary Group Bonuses

Cycle to Work scheme

Referral Bonus

Job summary

Airbus Helicopters UK Ltd is seeking a Customer Support Manager to lead end-to-end customer support for civil customers in the UK and Ireland. You will manage relationships, coordinate across MRO, delivery and back office, and drive strategic growth in S&S opportunities.

The role emphasizes proactive service delivery, customer advocacy, and collaboration with Sales and CEFO processes to ensure high satisfaction and loyalty. Based in Oxford/Kidlington with UK-wide responsibilities.

Qualifications

Extensive experience in aerospace; account management, customer support, service delivery, operations or technical/MRO.
Desirable experience with Airbus Helicopters products and UK rotary market.
Desirable Bachelor or Master degree in aerospace, maintenance or management.

Responsibilities

Act as the primary SPOC for a defined portfolio of UK & Ireland customers, overseeing all customer support activities and requirements.
Own end-to-end delivery of S&S activities, coordinating with MRO, Delivery, and back-office teams to ensure on-time completion.
Drive growth by collaborating with Sales Managers and using the CRM to identify and progress new S&S opportunities.
Oversee Customer Satisfaction processes, analyze feedback, and lead action plans to resolve issues and improve service quality.

Skills

Part 145 knowledge

Part CAMO knowledge

Aviation operations understanding

Stakeholder management

Cross-functional collaboration

Excellent communication

Education

Bachelor or Master in Aerospace/Maintenance/Management

Job description

Job Overview

Customer Support Manager Permanent Kidlington, Oxford.

About AHUK: Airbus Helicopters is the world’s largest helicopter manufacturer and the company’s site at Oxford Airport is Britain’s civil helicopter hub. AHUK offers considerable experience in helicopter sales, bespoke completions, maintenance and spares support. Its in‑house engineering capabilities include design, customisation, installation, flight‑testing and certification, as well as technical support, maintenance, training and the supply of spares for civil and military applications.

AHUK is the MoD’s chosen provider of helicopters and maintenance for its No.1 Helicopter Flying school (referred to as MFTS) located in RAF Shawbury (Shropshire) and RAF Valley (Anglesey).

Reward

Holiday Allowance: We value loyalty and work‑life balance; your annual leave entitlement grows with you, rewarding your commitment with an extra day of leave for each year of service (up to an additional 4 days).
Health: Private Medical Insurance (Bupa). You also have the flexibility to add family members to your policy at an additional cost. Other options include Health‑care Cash Schemes and Den‑Plan.
Future Wealth: up to 8% Company Pension contribution, when you contribute 6%. Plus Yearly Share Incentive Plans, and Discretionary Group Bonuses.
Everyday Savings: Access to exclusive shopping discounts, including a cashback card to help your money go further.
Lifestyle: Bikes to Work scheme (up to £3,000), Mydrive car purchase scheme, and Technology purchase schemes.
Added Protection: Benefit from Personal Accident Insurance, Health‑care Cash Schemes, and professional Financial/Legal advice.
Refer a friend Scheme: We offer a generous Referral Bonus for any successfully placed candidates you recommend to the business.

Opportunity

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 of Airbus Helicopter 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 AHUK and the wider Airbus Helicopter 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 (AHUK 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 AHUK's support and services (S&S) capabilities. Act as the customer advocate within AHUK 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.

Key Responsibilities 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.

Key Responsibilities 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 Airbus 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 AHUK’s 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.

Key Responsibilities IV: Quality, Process, & Continuous Improvement

Oversee and execute the Customer Satisfaction Management process via the Airbus 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 AHUK, escalating critical issues to the Senior Sales Operations Manager as necessary. Actively contribute to the AHUK Transformation program as necessary, supporting the deployment of process and operational improvement initiatives that align with AHUK's 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
Desirable Experience managing a range of customer profiles
Desirable Bachelor or Master Degree level qualification in an aerospace, maintenance or management discipline

Culture and Wellbeing

Inclusive Space: We provide a dedicated Multi‑Faith Prayer Room, ensuring a quiet, private space prayer during the day.

Employee Assistance Program (EAP): Your mental health matters. Gain access to 24/7 confidential support, counselling, and resources for both your professional and personal life.

The Canteen Hub: A dedicated space to take a break and recharge, featuring on‑site vending machines for quick snacks and refreshments.

Fuel Your Day: Enjoy free tea and coffee throughout the day, because sometimes the best ideas happen over a fresh brew.

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. All candidates must possess the current, legal right to work in the United Kingdom. Airbus will not be able to offer sponsorship for any employment Visa's.

Data Protection

By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.

Equal Opportunities & Diversity

Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.

Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.