Customer Support Manager

Airbus; Packmoor; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading aerospace firm based at Oxford Airport is looking for a Customer Support Manager. The role involves managing customer interactions and ensuring service excellence for civil and military customers. Candidates should have extensive experience in a customer-facing role within the aerospace industry, strong communication skills, and the ability to handle complex situations. The position offers a competitive salary and a range of benefits including private medical insurance and pension contributions.

Benefits

Private Medical Insurance

Pension Contribution

Share Incentive Plan

Discretionary Group Bonus

Qualifications

• Extensive experience in a customer facing technical operational or service management role within the aerospace industry.
• Experience in helicopter operations.

Responsibilities

• Oversee customer support activities and manage customer requirements.
• Drive customer satisfaction and business growth.

Skills

Strong communication

Negotiation

Relationship management

Attention to detail

Education

Bachelor or Master Degree in aerospace maintenance or management discipline

Job description

Job Description :

Customer Support Manager

Permanent

Oxford

About our team...

Airbus Helicopters is the worlds largest helicopter manufacturer and the companys site at Oxford Airport is Britains civil helicopter hub.

AHUK offers considerable experience in helicopter sales bespoke completions maintenance (MRO) CAMO training and spares supply and management. Its in-house engineering capabilities include design customisation installation flight-testing and certification as well as technical support.

AHUK is also the MoDs chosen provider of helicopters and maintenance for its Defence Helicopter Flying school (referred to as MFTS) located in RAF Shawbury (Shropshire) and RAF Valley (Anglesey).

Description / Overall purpose of the Job

The Customer Support Manager (CSM) will be responsible for the end-to-end management of all customer-facing Support & Services activities for civil and military customers / operators of Airbus 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 (proactive and strategic).

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 both internal (AHUK contracted) and external customers (UK & Ireland based) to oversee all customer support activities 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 AHUKs support and services (S&S) capabilities.

Act as the customer advocate within AHUK to collate and share all customer feedback requests priorities and irritants / hot topics to ensure actions are agreed and managed with relevant internal stakeholders and back-office support teams.

Ensure monitoring of cost control by collaborating closely with Finance and Commercial 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 S&S activities managing requests from initial enquiry through to completion or closure by engaging with all business functions and the Service Delivery Managers 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 KPIs 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.

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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 (SMs) in order to identify promote and drive new Support & Services (S&S) business opportunities.

Manage customer requests and new business opportunities within Salesforce working collaboratively with the Front Office tandem and key stakeholders to progress and close opportunities within defined timescales.

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

Lead the delivery of commercial offers for S&S activities to customers post close collaboration with Commercial teams and other key stakeholders as necessary.

IV. Quality Process & Continuous Improvement

Oversee and execute the Customer Satisfaction Management process via the Airbus CX Platform Tool including the raising of MRO surveys analysis of all survey responses and active management of resulting action plans and resolutions for any dissatisfaction recorded.

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 AHUKs objectives and Top Company Objectives (TCOs).

Knowledge Skills & Requirements

Essential

Detailed understanding of end to end processes across multi-functional teams

Working knowledge of the regulation relating to Part 145 and Part CAMO.

Experience and strong understanding of 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 a customer facing technical operational or service management role within the aerospace industry

Desirable

Experience and working knowledge of Airbus Helicopters products or other rotary aircraft

Specific experience of managing a range of different customers from high profile / VIP customers to fleet operators.

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 and identify and understand 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.

Addition Informal requirements

Position based at Oxford Airport UK.

Travel within the UK or abroad to support related business requirements (not extensive).

The Reward

In joining the Airbus family you will play a critical part in delivering the most efficient helicopters for its customers who serve protect save lives and carry passengers in demanding environments. On top of your competitive base salary you will have access to the following benefits below via our Airbus salary sacrifice schemes :

Private Medical Insurance (Bupa) single cover for employees paid by the company

Pension : Employees are auto-enrolled into the Airbus Group UK Retirement Fund. Initially AH contributes 6% employee 4% basic

Share Incentive Plan and ESOP. Annual share schemes at company discretion.

Success Share Discretionary Group bonus scheme (conditions apply)

Bikes to Work (up to 3000) (employee purchase scheme)

Technology ( employee purchase scheme)

Mydrive (employee car purchase scheme)

Den-Plan (employee purchase scheme)

Health-care Cash Scheme

Personal Accident Insurance (employee purchase scheme)

Health Assessments

Travel Insurance

Financial / Legal Advice (eg Will-writing; Lasting Power of Attorney)

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.

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 .

At Airbus we support you to work connect and collaborate more easily and flexibly. Wherever possible we foster flexible working arrangements to stimulate innovative thinking.

This job requires an awareness of any potential compliance risks and a commitment to act with integrity as the foundation for the Companys success reputation and sustainable growth.

Company : Airbus Helicopters UK Ltd

Employment Type : Permanent

Experience Level : Professional

Job Family : Customer Account and Service Management