Customer Support Manager

Customer Support Manager

Volantes Recruitment are looking for a Customer Support Manager (CSM) to be responsible for the end-to-end management of all customer-facing Support & Services activities for civil customers/operators of our client 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 this clients organisation 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.

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  internal and/or external customers (UK & Ireland based) to oversee all customer support activities, customer 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 the clients support and services (S&S) capabilities.

• Act as the customer advocate within the organisation to collate and share customer feedback and requests with relevant internal stakeholders and back-office support teams.

• Ensure monitoring of cost control by collaborating closely with Finance, Commercial and Service Delivery 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 Support & Services (S&S) activities, managing requests from initial enquiry through to completion or closure by engaging with all business functions 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 KPI’s 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.

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 (SM’s) in order to identify, promote, and drive new Support & Services (S&S) business opportunities. 

• Manage customer requests and new business opportunities within the organisation CRM tool (Salesforce), working collaboratively with Front Office teams and key stakeholders to progress and close opportunities within defined timescales.

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

• Lead the delivery of commercial offers for Support & Services (S&S) activities to customers following close collaboration with Commercial teams and other key stakeholders across the organisation as necessary. 

IV. Quality, Process, & Continuous Improvement

• Oversee and execute the Customer Satisfaction Management process via the CX Platform Tool, including raising customer satisfaction surveys, analysis of survey responses and dissatisfaction, and pro-active management of any associated action plans and resolutions required.

• Ensure the timely and effective resolution of all customer requests and complaints through a unified, collaborative approach across the organisation, escalating critical issues to the Senior Sales Operations Manager as necessary.

• Actively contribute to the organisations Transformation program as necessary, supporting the deployment of process and operational improvement initiatives that align with the organisations objectives and Top Company Objectives (TCOs).

Knowledge and Skills

Essential

• Working knowledge of Part 145 and Part CAMO regulations

• Strong understanding of Aviation and 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 the aerospace industry; preferably Account Management /Customer Support,  Service Delivery, Operations or Technical/MRO. 

Desirable

• Experience  managing a range of customer profiles

• Bachelor or Master Degree level qualification in an aerospace, maintenance or management discipline

The successful candidate will also have:

• A fundamental requirement to be successful in this role is the ability to listen to customers, identifying and understanding their 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.

Additional Requirements

This position is subject to National Security Vetting. Candidates must be able to obtain SC clearance, which generally requires having lived in the UK for the last five years. All successful applicants will also undergo a mandatory BPSS check. 

Applicants must meet any/all requirements of Export Compliance Regulations.

All candidates must possess the current, legal right to work in the United Kingdom. This client will not be able to offer sponsorship for any employment Visa's.

Interested?

If you are looking for your next opportunity and meet the requirements above, we would love to hear from you.