Customer Support Manager
Kidlington, Oxford | Permanent | Competitive Salary + Excellent Benefits
Are you an experienced aviation professional with a passion for customer relationships, operational excellence, and solving complex challenges?
We're recruiting for a Customer Support Manager to join a leading organisation within the helicopter and aerospace sector. This is a fantastic opportunity to become the primary point of contact for a portfolio of customers, ensuring exceptional service delivery while supporting operational performance and long-term business growth.
The Role
As Customer Support Manager, you will act as the trusted partner for helicopter operators across the UK and Ireland, managing all aspects of customer support activities from initial enquiry through to resolution.
You'll work closely with engineering, maintenance, operations, commercial and finance teams to ensure customer requirements are met efficiently and effectively, while building strong, long-term relationships.
Key Responsibilities
- Manage and develop relationships with a portfolio of aviation customers.
- Act as the primary point of contact for all customer support activities.
- Coordinate maintenance, repair and support requirements with internal teams.
- Manage and support Aircraft on Ground (AOG) situations.
- Lead customer reviews, service meetings and performance discussions.
- Resolve customer enquiries, complaints and account-related issues.
- Identify opportunities to grow support and service offerings.
- Work collaboratively with Sales, Operations, Engineering and Commercial teams.
- Manage customer activity and opportunities through CRM systems.
- Monitor customer satisfaction and drive continuous improvement initiatives.
About You
We're keen to speak with candidates who have experience within:
- Aviation or aerospace environments
- Customer support or service delivery
- Account management or customer relationship management
- Aircraft maintenance, MRO, CAMO or airworthiness operations
- Helicopter or rotary aviation operations
You will also possess:
- Excellent communication and stakeholder management skills
- Strong problem-solving abilities
- The ability to manage multiple priorities in a fast-paced environment
- Experience dealing with both operational and commercial matters
- A proactive and customer-focused approach
Desirable Experience
- Knowledge of Part 145 and/or CAMO regulations
- Helicopter or rotary-wing industry experience
- Aerospace maintenance or engineering exposure
- Experience presenting to senior stakeholders and customers
What's on Offer?
- Competitive salary
- Annual bonus scheme
- Private medical insurance
- Enhanced pension contributions
- Increasing annual leave entitlement linked to service
- Employee discount schemes
- Cycle to Work scheme
- Technology purchase schemes
- Employee Assistance Programme
- Career development within a globally recognised aviation environment