Job Description:
Customer Support Manager
Permanent
Oxford
About our team...
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 (MRO), CAMO, training and spares supply and management. Its in-house engineering capabilities include design, customisation, installation, flight-testing and certification, as well as technical support.
AHUK is also the MoD’s chosen provider of helicopters and maintenance for its Defence Helicopter Flying school (referred to as MFTS) located in RAF Shawbury (Shropshire) and RAF Valley (Anglesey).
Description/Overall purpose of the Job
The Customer Support Manager (CSM) will be responsible for the end-to-end management of all customer-facing Support & Services activities for civil and military customers/operators of Airbus 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 (proactive and strategic).
Key Responsibilities
Serve as the primary strategic relationship manager and single point of contact (SPOC) for a defined portfolio of both internal (AHUK contracted) and external customers (UK & Ireland based) to oversee all customer support activities, 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 all customer feedback, requests, priorities and irritants/hot topics to ensure actions are agreed and managed with relevant internal stakeholders and back-office support teams.
Ensure monitoring of cost control by collaborating closely with Finance and Commercial teams to proactively manage and drive complex customer invoicing and account disputes through to rapid resolution.
Own and lead the end-to-end delivery of customer support for all S&S activities, managing requests from initial enquiry through to completion or closure by engaging with all business functions and the Service Delivery Managers 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.
Drive 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 Salesforce, working collaboratively with the Front Office tandem and key stakeholders to progress and close opportunities within defined timescales.
Ensure alignment between the Sales team and Customer Support from opportunity phase through to completion and delivery for new aircraft acquisitions to ensure smooth entry into service and comprehensive capture of all in-service requirements.
Lead the delivery of commercial offers for S&S activities to customers post close collaboration with Commercial teams and other key stakeholders as necessary.
IV. Quality, Process, & Continuous Improvement
Oversee and execute the Customer Satisfaction Management process via the Airbus CX Platform Tool, including the raising of MRO surveys, analysis of all survey responses, and active management of resulting action plans and resolutions for any dissatisfaction recorded.
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, Skills & Requirements
Essential
Detailed understanding of end to end processes across multi-functional teams
Working knowledge of the regulation relating to Part 145 and Part CAMO.
Experience and strong understanding of 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
Exstensiveexperience in a customer facing, technical, operational or service management role within the aerospace industry
Desirable
Experience and working knowledge of Airbus Helicopters products or other rotary aircraft
Specific experience of managing a range of different customers from high profile/VIP customers to fleet operators.
Bachelor or Master Degree level qualification in an aerospace, maintenance or management discipline
About you
A fundamental requirement to be successful in this role is the ability to listen to customers and identify and understand problems with a view to formulating and driving sustainable solutions
Excellent organisational skills and time management.
Well-developed interpersonal skills and an excellent communicator at all levels.
Flexible to working requirements and the ability to rapidly adapt to changing situations, priorities and demands.
Flexibility to react positively to customer requirements efficiently and effectively.
Highly presentable at all times.
Addition Informal requirements
Position based at Oxford Airport, UK.
Travel within the UK or abroad to support related business requirements (not extensive).
The Reward
In joining the Airbus family, you will play a critical part in delivering the most efficient helicopters for its customers, who serve, protect, save lives and carry passengers in demanding environments. On top of your competitive base salary, you will have access to the following benefits below via our Airbus salary sacrifice schemes:
Private Medical Insurance (Bupa) – single cover for employees paid by the company
Pension: Employees are auto-enrolled into the Airbus Group UK Retirement Fund. Initially, AH contributes 6%, employee 4% basic
Share Incentive Plan and ESOP. Annual share schemes at company discretion.
Success Share, Discretionary Group bonus scheme (conditions apply)
Bikes to Work (up to £3,000) (employee purchase scheme)
Technology ( employee purchase scheme)
Mydrive (employee car purchase scheme)
Den-Plan (employee purchase scheme)
Health-care Cash Scheme
Personal Accident Insurance (employee purchase scheme)
Health Assessments
Travel Insurance
Financial/Legal Advice (eg, Will-writing; Lasting Power of Attorney)
Data Protection
By submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.
This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.
Company:
Airbus Helicopters UK LtdEmployment Type:
Permanent-------
Experience Level:
ProfessionalJob Family:
Customer Account and Service ManagementBy submitting your CV or application you are consenting to Airbus using and storing information about you for monitoring purposes relating to your application or future employment. This information will only be used by Airbus.
Airbus is committed to achieving workforce diversity and creating an inclusive working environment. We welcome all applications irrespective of social and cultural background, age, gender, disability, sexual orientation or religious belief.
Airbus is, and always has been, committed to equal opportunities for all. As such, we will never ask for any type of monetary exchange in the frame of a recruitment process. Any impersonation of Airbus to do so should be reported to emsom@airbus.com.
At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.