Job Description:

Customer Support Manager

Location: Oxford
Contract: Permanent
Hours: Full-time, Monday–Friday, 37.5 hours per week

We are currently recruiting on behalf of our client for an experienced Customer Support Manager to join their aviation operations team in Oxford.

This is an excellent opportunity for an experienced aviation professional with a strong background in customer support, account management, service delivery, operations or technical/MRO environments.

The Role

The Customer Support Manager will take responsibility for the end-to-end management of customer-facing support and service activities across a defined customer portfolio.

You will act as the primary point of contact for customers, ensuring their requirements are understood, coordinated and delivered effectively. Working closely with internal teams and external stakeholders, you will drive customer satisfaction, resolve complex issues and support long-term customer relationships and business growth.

Key Responsibilities

• Act as the primary point of contact for a portfolio of customers, overseeing customer support activities and requirements.
• Build and maintain strong, long-term customer relationships through regular engagement and proactive communication.
• Understand customer requirements and act as their advocate within the organisation.
• Coordinate customer support requests from initial enquiry through to completion.
• Work closely with maintenance, engineering, service delivery, commercial and finance teams to ensure customer requirements are delivered effectively.
• Coordinate support for maintenance activities and aircraft-on-ground (AOG) events where required.
• Lead customer meetings, ensuring actions and follow-ups are completed within agreed timescales.
• Manage customer requests, complaints and escalations through to resolution.
• Monitor customer satisfaction and proactively manage any areas of dissatisfaction.
• Identify opportunities for additional support and service requirements.
• Work closely with sales and commercial teams to develop and progress new business opportunities.
• Coordinate the preparation and delivery of commercial offers to customers.
• Support the successful introduction of new aircraft and associated in-service support requirements.
• Maintain accurate customer and opportunity information within CRM systems.
• Contribute to continuous improvement and operational transformation initiatives.

About You

We are looking for an experienced aviation professional who is confident managing customers, solving complex problems and coordinating multiple stakeholders in a demanding operational environment.

You should have:

• Experience within the aerospace or aviation industry.
• Experience in customer support, account management, service delivery, operations or technical/MRO environments.
• Knowledge of Part 145 and Part CAMO regulations.
• A strong understanding of aviation operations.
• Excellent communication, negotiation and relationship-management skills.
• The ability to work effectively with stakeholders at all levels.
• Strong organisational and time-management skills.
• The ability to manage multiple priorities and work effectively under pressure.
• Strong problem-solving skills and a proactive approach to finding solutions.
• Experience leading customer meetings and presenting information to multiple stakeholders.
• A professional and customer-focused approach.

Desirable Experience

• Experience with helicopter/rotary-wing operations.
• Knowledge of the UK rotary aviation market.
• Experience working with a range of customer profiles.
• Experience using CRM systems such as Salesforce.
• A degree-level qualification in aerospace, aviation, maintenance, management or a related discipline.

Additional Requirements

The successful candidate will be required to obtain SC security clearance and complete the relevant pre-employment security checks.

Candidates must have the legal right to work in the UK, as sponsorship is not available for this position.

If you have a strong aviation background and are looking for a customer-focused role combining relationship management, operational coordination and business support, we would be interested in hearing from you.