Customer Support Manager

Job description

Job Description: Customer Support Manager Permanent Kidlington, Oxford About AHUK... Airbus Helicopters is the world’s largest helicopter manufacturer and the company’s site at Oxford Airport is Britain’s civil helicopter hub. AHUK offers considerable experience in helicopter sales, bespoke completions, maintenance and spares support. Its in-house engineering capabilities include design, customisation, installation, flight-testing and certification, as well as technical support, maintenance, training and the supply of spares for civil and military applications. AHUK is the MoD’s chosen provider of helicopters and maintenance for its No.1 Helicopter Flying school (referred to as MFTS) located in RAF Shawbury (Shropshire) and RAF Valley (Anglesey). The Reward: Why Join Airbus?We offer a competitive base salary and a robust suite of benefits designed to support your health, wealth, and lifestyle: Holiday Allowance: We value loyalty and work-life balance; your annual leave entitlement grows with you, rewarding your commitment with an extra day of leave for each year of service (up to an additional 4 days) Health: Private Medical Insurance (Bupa). You also have the flexibility to add family members to your policy at an additional cost. Other options include Health-care Cash Schemes and Den-Plan. Future Wealth: up to 8% Company Pension contribution, when you contribute 6%. Plus Yearly Share Incentive Plans, and Discretionary Group Bonuses. Everyday Savings: Access to exclusive shopping discounts, including a cashback card to help your money go further. Lifestyle: Bikes to Work scheme (up to £3,000), Mydrive car purchase scheme, and Technology purchase schemes. Added Protection: Benefit from Personal Accident Insurance, Health-care Cash Schemes, and professional Financial/Legal advice. Refer a friend Scheme : We offer a generous Referral Bonus for any successfully placed candidates you recommend to the business. The Opportunity The Customer Support Manager (CSM) will be responsible for the end-to-end management of all customer-facing Support & Services activities for civil customers/operators of Airbus Helicopter 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 AHUK and the wider Airbus Helicopter network 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 (AHUK contracted) 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 AHUK's support and services (S&S) capabilities. Act as the customer advocate within AHUK 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 DevelopmentDrive 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 AHUK’s 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 ImprovementOversee and execute the Customer Satisfaction Management process via the Airbus 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 AHUK, escalating critical issues to the Senior Sales Operations Manager as necessary. Actively contribute to the AHUK Transformation program as necessary, supporting the deployment of process and operational improvement initiatives that align with AHUK's 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 and working knowledge of Airbus Helicopters products and the UK rotary market Experience managing a range of customer profiles Bachelor or Master Degree level qualification in an aerospace, maintenance or management discipline Culture and Wellbeing Inclusive Space: We provide a dedicated Multi-Faith Prayer Room, ensuring a quiet, private space prayer during the day. Employee Assistance Program (EAP): Your mental health matters. Gain access to 24/7 confidential support, counseling, and