Willis Engine Repair Centre (UK)
Customer Service Manager - Engine MRO
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Willis Engine Repair Centre
Willis Engine Repair Centre (WERC), part of Willis Lease Finance Corporation (WLFC), is where world-class engine repair expertise meets an exceptional workplace culture. We don't just repair engines, we build trust, develop talent and deliver excellence. Our collaborative, people-first culture empowers our teams to innovate, grow and consistently exceed customer expectations. It's this culture, combined with our technical expertise and commitment to quality, that sets us apart from our competitors.
This newly created role requires an experienced Customer Service Manager – Engine MRO to act as the key point of contact between our customers and the Engine Repair Centre, ensuring customer requirements are met and contractual terms are delivered across every project.
Working closely with Commercial, Planning, Finance, Operations, Maintenance and Sales, you will manage customer relationships, approvals, billing and commercial queries while supporting the smooth and efficient delivery of repair and maintenance projects.
Responsibilities
- Act as the key customer point of contact and maintain strong professional relationships.
- Manage contractual terms, customer requirements and commercial expectations.
- Hold regular customer meetings to review project progress and requirements.
- Liaise with customers to agree and approve over-and-above charges.
- Support accurate billing, recharge schedules and invoice queries.
- Work with Operations, Finance, Commercial and Procurement teams to resolve issues and ensure accurate costs.
- Produce reports on maintenance activity, billing and project performance.
- Support customer satisfaction surveys and identify opportunities to improve customer service and processes.
- Act as an ambassador for the business, ensuring a consistently professional customer experience.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Qualifications & Requirements
- Minimum 2 years' experience within an aircraft maintenance or continuing airworthiness environment.
- Strong customer service, commercial and relationship-management skills.
- Excellent written and verbal communication skills.
- Strong planning, organisational and analytical abilities with excellent attention to detail.
- Ability to influence, collaborate and work effectively with internal and external stakeholders.
- Knowledge of aviation maintenance activities, safety standards and safe working practices.
- Experience in customer service, account management or customer liaison, preferably within aviation, maintenance or transportation, is desirable.
- Proficient in Microsoft Office Suite and relevant business systems.
Key Skills
- Planning & Organisation – able to manage competing priorities and deliver against deadlines.
- Attention to Detail & Analysis – accurate and methodical, with the ability to identify discrepancies and trends.
- Communication – confident and professional written and verbal communication.
- People & Relationship Management – able to build trust and maintain effective relationships with customers, colleagues and stakeholders.
- Commercial Awareness – understands contractual requirements, costs, billing and the impact of commercial decisions.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
We Offer
- Employee health cash plan
- Discretionary Bonus Scheme
- Life Assurance
- Employee Assistance Program (EAP)
- Pension Scheme
- Employee Discount Scheme
- Willis VIP Employee Recognition
- Electric Vehicle Leasing Scheme
- Personal development
- Cycle to work scheme
- 25 days of annual leave with an option to buy or sell an additional 3 days per year
- Free parking
- Unlimited free hot drinks with bean-to-cup coffee
- Social events
- 37.5 hours per week
- Excellent Employee referral bonus scheme
- Recognition and long-service awards
- Modern workshop and facilities
- Supportive, inclusive and collaborative culture
- Monday to Friday (no shift pattern)
We're committed to investing in our people. From career development and wellbeing support to great workplace perks, we offer a benefits package designed to help you thrive, both at work and beyond.
We are proud to be an equal opportunities employer. We celebrate diversity, value every voice and champion an inclusive workplace where everyone is treated with respect. We recruit, develop and reward people based on their skills, experience and potential, creating an environment where everyone has the opportunity to succeed.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location