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- Tasks: Lead customer support activities and ensure service excellence for Airbus products.
- Company: Join Airbus, the world's largest helicopter manufacturer, at Oxford Airport.
- Benefits: Enjoy competitive salary, private medical insurance, and flexible working arrangements.
- Why this job: Make a real impact in aviation while building strong customer relationships.
- Qualifications: Experience in customer-facing roles within aerospace and strong communication skills required.
- Other info: Dynamic work environment with opportunities for growth and development.
The predicted salary is between 36000 - 60000 £ per year.
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.
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 fulfilment of complex customer requirements and daily interactions relating to Support & Services (S&S) activities.
Key Responsibilities:
- Customer Relationship & Account Management (Front Office)
- 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).
- Proactively engage with all customers through a regular visit routine to build and maintain robust long-term relationships.
- Act as the customer advocate within AHUK to collate and share all customer feedback, requests, priorities, and irritants/hot topics.
- Ensure monitoring of cost control by collaborating closely with Finance and Commercial teams.
- Customer Support Delivery & Co-ordination
- Own and lead the end-to-end delivery of customer support for all S&S activities.
- Maintain continuous transparent communication with customers for the planning and execution of maintenance activities.
- Organise, lead, and take full ownership of customer meetings as required.
- Strategic Growth & Business Development
- Drive high levels of customer satisfaction and confidence through proactive engagement.
- Play an active and collaborative role within the Airbus Clear & Efficient Front Office (CEFO) process.
- Manage customer requests and new business opportunities within Salesforce.
- Quality Process & Continuous Improvement
- Oversee and execute the Customer Satisfaction Management process via the Airbus CX Platform Tool.
- Ensure the timely and effective resolution of all customer requests and complaints.
- Actively contribute to the AHUK Transformation program.
Knowledge Skills & Requirements:
- 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 skills.
- 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 drive and manage complex situations with both internal and external stakeholders.
Education Qualifications or Training:
- Extensive experience in a customer-facing technical operational or service management role within the aerospace industry.
- Experience and working knowledge of Airbus Helicopters products or other rotary aircraft.
- 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 are essential.
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.
Customer Support Manager employer: Airbus
Contact Detail:
Airbus Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the aerospace industry. Attend events, join online forums, and don’t be shy about reaching out to current employees at Airbus. You never know who might help you land that Customer Support Manager role!
✨Tip Number 2
Prepare for those interviews! Research Airbus Helicopters inside out—know their products, services, and recent news. Practice common interview questions and think about how your experience aligns with the job description. Confidence is key!
✨Tip Number 3
Showcase your soft skills! As a Customer Support Manager, communication and relationship management are crucial. Be ready to share examples of how you've successfully managed customer relationships or resolved conflicts in the past.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the Airbus family. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Support Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Support Manager role. Highlight your experience in customer-facing roles, especially in technical or operational settings. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter should tell us why you're the perfect fit for this position. Share specific examples of how you've managed customer relationships and driven satisfaction in previous roles. Let your personality shine through!
Showcase Relevant Experience: When detailing your work history, focus on experiences that relate directly to the responsibilities outlined in the job description. We love seeing how you've tackled challenges and contributed to business growth in past positions.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Airbus Helicopters!
How to prepare for a job interview at Airbus
✨Know Your Stuff
Make sure you have a solid understanding of Airbus Helicopters' products and services. Familiarise yourself with the company's operations, especially in customer support and service management. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Communication Skills
As a Customer Support Manager, you'll need to communicate effectively with various stakeholders. Prepare examples of how you've successfully managed customer relationships or resolved conflicts in the past. This will demonstrate your ability to engage with customers and internal teams alike.
✨Prepare for Scenario Questions
Expect to be asked about how you'd handle specific customer situations or challenges. Think through potential scenarios related to customer complaints or service delivery issues, and outline your approach to resolving them. This will highlight your problem-solving skills and strategic thinking.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask. Inquire about the team's current challenges, the company's growth plans, or how success is measured in the role. This shows your enthusiasm for the position and helps you gauge if it's the right fit for you.