PBH Customer Service Manager

AJ Walter Aviation; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading aviation support company in the United Kingdom is seeking a PBH Customer Service Manager to oversee a customer service team, ensure operational excellence, and strengthen client relationships. This role requires strong leadership, strategic thinking, and a commitment to enhancing customer satisfaction. Ideal candidates will have proven experience in team management and in-depth knowledge of PBH programs. The position offers a modern office environment with competitive perks and opportunities for professional growth.

Benefits

Team fun budget

LinkedIn Learning access

Relocation support

Private healthcare

Onsite gym and restaurant

Qualifications

• Proven experience in leading teams and performance management.
• Experience in aircraft component support planning and maintenance scheduling.
• In-depth knowledge of PBH programs and operational delivery.

Responsibilities

• Lead and manage a PBH customer service team.
• Ensure operational performance aligns with contracted service levels.
• Review financial performance of the customer portfolio.

Skills

Exceptional customer service orientation

Strong commercial acumen

Leadership and management skills

Strategic thinking and decision-making

Communication and negotiation skills

Job description

The opportunity

Join AJW as our PBH Customer Service Manager and play a key part in driving operational excellence and strategic leadership across our Power‑by‑the‑Hour program. This pivotal role will oversee end‑to‑end delivery of PBH services, ensuring contractual compliance, optimizing performance, and enhancing customer satisfaction. You’ll lead a talented team, manage complex stakeholder relationships, and shape innovative solutions that strengthen AJW’s position as a trusted partner in aviation support.

Responsibilities

• Lead and manage a PBH customer service team to deliver world‑class service and exceed contracted service level obligations.
• Ensure operational performance in line with the contracted service levels.
• Review the financial performance of the PBH customer portfolio.
• Manage the customer service team, resolving day‑to‑day performance issues.
• Maximise performance through corrective action and continuous improvement.

Driving automation

• Maximise opportunities to drive profitability and meet or exceed defined KPI targets.
• Monitor KPI performance of contracts and the team.
• Manage customer relations to ensure contractual service levels are delivered and identify opportunities to become the customer’s preferred partner.
• Conduct regular operational customer reviews, including face‑to‑face visits and conference calls.
• Interpret and explain contractual terms to team members and other departments.
• Support the Commercial team on existing and future contracts.
• Identify areas for improvement to enhance customer service and business performance.

Job Requirements

Essential:

• Exceptional customer service orientation with a track record of building strong client relationships.
• Strong commercial acumen.
• Proven experience in leading and managing teams, including performance management and talent development.
• Strong strategic thinking and decision‑making skills to align PBH operations with business objectives.
• Experience in aircraft component support inventory planning and maintenance scheduling.
• In‑depth knowledge of PBH programs, including contract management and operational delivery.
• Excellent communication and negotiation skills, both written and verbal.

Why join us

• We are AJW. We connect supply and deliver. We’re proud to be part of an industry that connects the world.
• At AJW we’re a global team shaping the future of aviation. We invest in the people who make it happen.
• When you join us, you’ll be part of an innovative, supportive, and inclusive workplace where you can grow and thrive.
• A team fun budget to bring colleagues together.
• Free access to LinkedIn Learning to support your development.
• Opportunities to take part in charity events, volunteering, and community projects.
• A modern office with an onsite gym, bike‑to‑work scheme, and a great restaurant.
• A discretionary bonus and private healthcare.
• Relocation support if you’re moving closer to our HQ.

We encourage five days a week in the office to strengthen teamwork, collaboration, and development. However we understand personal circumstances vary and we support flexibility where needed. Some roles may require more in‑office presence to meet business needs but we’re committed to finding the right balance for our team.

Watch the video below to discover who we are, what we do, and why AJW could be the perfect place for your next career move.

To recruitment agencies: AJW Group will not accept unsolicited or speculative agency CVs and will not be responsible for any fees related to unsolicited CVs.