Customer Support Manager – Aviation

DCS Recruitment; Oxford; On-site; GBP 42,000 - 66,000; Full time

Job summary

DCS Recruitment seeks an experienced Customer Support Manager for a leading aviation and aerospace organisation in Oxford. You will manage end-to-end Support & Services for civil aviation customers across the UK and Ireland, and act as the primary contact, coordinating with internal teams.

The role requires strong stakeholder management, a background in aviation, and the ability to lead multiple functions to deliver exceptional service in a fast-paced environment.

Qualifications

• Experience working with Part 145 and Part CAMO regulations is essential.
• Strong understanding of aviation operations, ideally in helicopter/rotary-wing.
• Proven background in customer support, customer services or account management in aviation.

Responsibilities

• Manage day-to-day customer requirements for Support & Services activities.
• Serve as key interface between customers and internal teams.
• Coordinate across functions to deliver requirements on time and to high standards.
• Manage complex customer situations and resolve operational issues.

Skills

Part 145

Part CAMO

Aviation operations

Customer support

Stakeholder management

Communication

Job description

We are currently recruiting for an experienced Customer Support Manager to join a leading organisation within the aviation and aerospace sector based in Oxford.

This is a key customer-facing position responsible for managing the end-to-end delivery of Support & Services activities for civil aviation customers and operators across the UK and Ireland.

The successful candidate will act as a primary point of contact for customers, ensuring requirements are effectively managed while coordinating closely with internal departments and wider international teams.

The Role:

As Customer Support Manager, you will be responsible for developing strong, long-term customer relationships while ensuring a consistently high level of service.

Your responsibilities will include:

• Managing day-to-day customer requirements relating to Support & Services activities.
• Acting as a key interface between customers and internal operational teams.
• Coordinating across multiple business functions to ensure customer requirements are delivered effectively and on time.
• Managing complex customer situations and resolving operational issues.
• Building and maintaining strong relationships with civil aviation customers and operators.
• Supporting strategic customer initiatives aimed at improving customer satisfaction, retention and long-term business growth.
• Hosting customer meetings, including senior-level and strategic discussions.
• Presenting information and solutions clearly to multiple stakeholders.
• Working closely with internal and external stakeholders to identify practical solutions to customer requirements.
• Supporting commercial and operational activities relating to customer services.

Skills & Experience:

To be considered for this position, you will ideally have:

• Working knowledge of Part 145 and Part CAMO regulations.
• A strong understanding of aviation operations, ideally within the helicopter or rotary-wing sector.
• Previous experience within a customer support, customer services, operations or account-management environment within aviation.
• Strong communication, negotiation and relationship-management skills.
• The ability to work effectively across different departments and with stakeholders at all levels.
• Experience managing complex customer or operational situations.
• Excellent attention to detail and a solutions-focused approach.
• The ability to operate effectively within a demanding, fast-paced environment and work to customer and operational deadlines.
• Confidence hosting senior-level customer meetings and presenting to multiple stakeholders.

The Opportunity:

This is an excellent opportunity to take on a highly visible position within an established aviation organisation, working closely with civil aviation customers and a broad network of operational, technical and commercial stakeholders.

The position would particularly suit someone with a strong aviation background who combines technical/regulatory understanding with excellent customer and stakeholder-management skills.

Location: Oxford, Oxfordshire

Contract: Permanent

Hours: 37.5 hours per week, Monday-Friday

Travel: Please note that this position will involve travel to customer and operational sites as required.