Insignis Talent
Aerospace MRO Customer Operations & Service Specialist
Bromley
Posted 2 days ago
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Aerospace MRO Customer Operations & Service Specialist
Customer Operations & Service Specialist – Landing Gear MRO
Role Summary: We’re recruiting on behalf of a leading aerospace organisation for a Customer Operations & Service Specialist to support a high-performing Landing Gear MRO (Maintenance, Repair, and Overhaul) business.
This role serves as the key operational liaison between global airline, leasing, and trading customers, alongside internal delivery teams. The position ensures seamless communication, coordination, and alignment throughout the MRO event lifecycle.
Primary Responsibilities
Customer Communication & Relationship Management
- Act as the primary operational contact for all assigned MRO customer events.
- Build and maintain strong, daily relationships with customers to foster trust.
- Provide clear, concise, and professional communications across all stages of the MRO process.
- Prepare and issue customer status reports.
- Coordinate customer meetings and facilitate agreed-upon discussions.
- Deliver updates on operational progress, milestones, risks, and delivery commitments.
- Support the communication of quotations, cost estimates, and invoices with customers.
- Escalate commercial or contractual matters to the Account Management team when necessary.
MRO Event Coordination
- Lead customer-facing coordination throughout the entire MRO lifecycle.
- Work closely with internal teams (e.g., Engineering, Operations, Quality, Supply Chain, Finance) to monitor progress, identify risk bottlenecks, and ensure on-time delivery.
- Coordinate all operational requirements including induction, shipping, and documentation processes.
- Track and manage any operational delays, communicating impacts to customers promptly and transparently.
- Translate and align customer needs with internal capabilities, aiming to meet or exceed expectations.
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Issue Resolution & Customer Support
- Manage customer complaints, discrepancies, warranty claims, and quality investigations in adherence to established procedures.
- Orchestrate cross-functional resolution of operational issues affecting customers.
- Oversee corrective action tracking, ensuring full resolution and maintaining transparent customer updates.
Continuous Improvement
- Identify recurring customer issues and collaborate on root cause analysis.
- Contribute to process improvements within customer service and operational workflows.
- Champion collaboration and a strong customer-first culture across the business.
Key Requirements
Experience & Skills
- Proven customer service, operations, or account coordination experience (preferably within aerospace, maintenance, or MRO environments).
- Strong familiarity with aerospace MRO workflows and complex operational settings.
- Experience using ERP systems and common tools like Microsoft Office (Excel, Outlook, PowerPoint).
- Ability to prioritise and execute in a fast-paced, high-pressure environment.
- Exceptional stakeholder engagement and cross-team collaboration skills, bridging gaps between technical and non-technical teams.
- Demonstrated experience in operational delivery, issue resolution, and customer communication.
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Commercial Acumen
- Strong commercial awareness within a service-led or operations-driven environment.
Education
- Degree in a relevant field such as: Business, Engineering, Aviation Management, or Related Discipline (highly beneficial) — industry experience may also align requirements.
Desired Personal Attributes
- Customer-centric mindset, reliability, and a proactive, solution-driven approach.
- Professional diplomacy and strong communication skills to navigate complex scenarios.
- Highly organised with keen attention to detail.
- Capable of working independently while collaborating seamlessly across teams.
- Resilient, adaptable, and thriving in dynamic environments.
- Commitment to continuous improvement and operational best practices.
Special Considerations
- Position is non-managerial (no direct reports).
- Full-time arrangement: Monday to Friday (38 hours per week).
- Ability to respond to short-notice overtime and travel requirements (occasional international travel possible).
- Must hold unrestricted right to work in the UK.
- Mandatory training will be provided as part of onboarding.
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Skills
Customer Service
Customer Operations
Customer Support
Account Coordination
Aerospace MRO
ERP Systems
Microsoft Office
Stakeholder Management
Communication Skills
Operational Delivery
Issue Resolution
Commercial Awareness
Problem Solving
Attention to Detail
Organizational Skills
Team Collaboration
Location