Customer Support Manager

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 andamp; 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 andamp; 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
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
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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