Contact Center Manager jobs in United Kingdom

Build an Aviation Career You’re Proud Of

Build your career with integrity by working at a company that values you as more than just a number. You’ll be provided with the tools to perform your duties effectively in a clean and safe environment, along with the trust to resolve issues proactively. Our comprehensive on-the-job training and team of experts will set you up for success.

Key responsibilities and duties include, but are not limited to:

1. Develop and manage customer relationships to enhance satisfaction and ensure effective communication.
2. Accurately prepare and process customer transactions such as quotations, purchase orders, rentals, cost estimates, invoicing, and financial analysis.
3. Review estimates and invoices in collaboration with the CPM.
4. Assist finance in setting up and managing customer accounts within the ERP system.
5. Communicate customer issues, needs, and concerns to relevant departments.
6. Ensure all Cycle Zeros are completed before product induction.
7. Process customer and intercompany purchase orders.
8. Monitor warranty payments from OEMs and prepare necessary journal entries.
9. Coordinate the delivery of customer documentation to support engine operations and forecast shop visits.
10. Collaborate with production, engineering, and logistics to customize and update project and production plans in the ERP system.
11. Create and maintain reports and KPIs.
12. Manage time effectively to meet personal goals and support team objectives.
13. Maintain proficiency in office software and equipment.
14. Adhere to company policies, procedures, and create new procedures if necessary.
15. Provide frontline support via incoming calls and maintain a professional image.
16. Organize and maintain a coherent filing system.
17. Work flexible hours as required.
18. Participate actively in meetings and operational improvement activities.
19. Support other team members across different product areas.
20. Perform additional duties to ensure departmental efficiency.

Competencies:

• Excellent interpersonal and communication skills, both written and verbal.
• Ability to build effective working relationships to meet customer needs.
• Strong financial knowledge and understanding of related processes.
• Ability to follow and develop processes and procedures.
• Self-motivated with good workload management skills.
• Fluent in English communication.
• Must meet health screening and surveillance requirements.

Essential Requirements:

• Customer-facing experience.
• Understanding of financial terminology and processes.
• Strong planning, organizational, analytical, and problem-solving skills.
• Experience working in diverse cultural environments with sensitivity to norms and practices.
• Adherence to quality, environmental, safety, and compliance policies.

Desirable Qualifications:

• Experience in aviation.
• Experience with Salesforce.com.
• Valid full driving license.
• Willingness to work flexible hours and travel within the UK and internationally.
• Experience in an office setting with extensive computer use.
• Knowledge of relevant products, engines, propellers, and accessories.
• Experience with ERP systems or similar tools.

Organizational Relationships:

Collaborate with CPM, OEMs, Sales, Commercial, Operations, Engineering, Supply Chain, and Procurement teams. Contribute to other areas such as Technical, Quality, and Material departments. Work effectively across internal teams.

Qualifications and Training:

• Customer administrative experience.
• High competency in Microsoft Office, especially Excel and Word.
• Financial knowledge, with prior experience or formal training.
• Fluent in English communication.

Experience:

• Relevant customer administrative experience.
• Proficiency in computer skills, especially in Excel and Word.