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Customer Support Manager
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About The Role
This permanent Customer Support Manager role in Kidlington offers a negotiable salary and full-time hours. The successful candidate will lead end-to-end customer-facing support and services activity for civil operators across the UK, Ireland, Isle of Man, and Channel Islands. Duties include acting as primary strategic contact for a defined portfolio, owning support tasks and ad-hoc requests, and building long-term relationships through proactive engagement and regular visits to understand priorities and gather market intelligence. Coordinating internal teams to resolve issues and turn client needs into business outcomes is central. Applicants should demonstrate strong communication, relationship management, problem-solving, and organizational skills, with a customer-focused approach and the ability to remain calm under pressure.
If you're passionate about delivering exceptional customer service, bringing calm to complex situations, and helping teams turn customer needs into real business outcomes, this is a role where your impact will be felt daily. My Client in Oxfordshire is hiring for a Customer Support Manager to lead end-to-end customer-facing Support and Services activity for civil customers/operators within the UK, Ireland, Isle of Man, and the Channel Islands.
What You'll Be Doing
- Act as a primary strategic point of contact for a defined customer portfolio, owning customer support activities and ad-hoc requests
- Build long-term customer relationships through proactive engagement, including a regular visit routine to understand priorities and gather market intelligence
- Coordinate internal support across business functions to deliver customer solutions from initial enquiry through to completion or closure
- Maintain clear, transparent communication with customers to plan and execute maintenance activities and Aircraft on Ground (AOG) events (in collaboration with relevant teams)
- Organise and lead customer meetings as required, ensuring actions and follow-ups are completed to customer expectations and timescales
- Manage complex customer invoicing and account disputes in partnership with Finance, Commercial, and Service Delivery, driving resolution efficiently
- Support growth by identifying and progressing new Support and Services opportunities in collaboration with Sales Managers
- Work within the customer CRM tool (Salesforce) to progress and close opportunities to defined timescales
- Oversee customer satisfaction management via the CX Platform Tool, including survey actions, analysis of feedback, and resolution of dissatisfaction
- Escalate critical issues to the Senior Sales Operations Manager when necessary, keeping the customer experience front and centre
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What You'll Bring
- Strong communication, negotiation, and relationship management skills—able to confidently represent the business with customers and internal stakeholders
- The ability to work cross-functionally and collaborate with stakeholders at all levels, often under tight deadlines
- A sharp eye for detail, with a practical, solution-focused mindset (including when situations are complex)
- Experience managing complex scenarios across internal and external parties, driving them through to resolution
- Confidence hosting high-level, strategic customer meetings and presenting to multiple stakeholders
- Working knowledge of Part 145 and Part CAMO regulations, plus a strong understanding of aviation and helicopter operations
- Experience in an aerospace environment, ideally with a background in account management, customer support, service delivery, operations, or technical/MRO
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Additional Information
- Bachelor or Master Degree level qualification in an aerospace, maintenance, or management discipline
- Desirable: experience and working knowledge of Aviation products and the UK rotary market, and experience managing a range of customer profiles
Benefits
Our client offers a competitive salary, bonus, and a comprehensive benefits package, including:
- Private Medical Insurance (Bupa) - single cover for employees paid by the company
- Pension: Employees are auto-enrolled into the Retirement Fund. Company contributes 6%, employee 4% basic
- Share Incentive Plan and ESOP. Annual share schemes at company discretion.
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