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- Tasks: Lead a dynamic customer service team to deliver top-notch support in aviation.
- Company: Join AJW, a global leader in aviation support and innovation.
- Benefits: Enjoy a fun team budget, LinkedIn Learning access, and private healthcare.
- Why this job: Shape the future of aviation while growing your career in a supportive environment.
- Qualifications: Strong leadership skills and a passion for exceptional customer service.
- Other info: Flexible working options and opportunities for community engagement.
The predicted salary is between 36000 - 60000 £ per year.
The opportunity Join AJW as our PBH Customer Service Manager and play a key part in driving operational excellence and strategic leadership across our Power-by-the-Hour programs. In this pivotal role, you’ll oversee end-to-end delivery of PBH services, ensuring contractual compliance, optimising performance, and enhancing customer satisfaction. You’ll lead a talented team, manage complex stakeholder relationships, and shape innovative solutions that strengthen AJW’s position as a trusted partner in aviation support.
Responsibilities include:
- Lead and manage a PBH customer service team to deliver world class service to all customers in order to achieve and exceed contracted service level obligations.
- Responsible for the operational performance in line with the Contracted service levels.
- Responsible for reviewing the financial performance reviews for the PBH customer portfolio.
- Manage the customer service team resolving any day-to-day performance issues.
- Ensure performance is maximised through corrective action and continuous improvement.
- Driving automation.
- Ensure opportunities are maximised in order to drive profitability and ensure defined targets (KPI’s) are met or exceeded.
- Monitor KPI performance of the contracts as well as the team.
- Ensure customer relations are managed and developed to ensure contractual service levels are delivered.
- Identify additional opportunities to ensure we are the customer’s preferred partner of choice.
- Manage regular operational customer reviews including face to face visits and conference calls.
- Contractual interpretation and explanation to other team members and departments.
- Continued support for the Commercial team on existing and future contracts.
- Identify areas for improvement to enhance customer service and business performance.
About you
Essential:
- Exceptional customer service orientation, with a track record of building strong client relationships.
- Strong commercial acumen.
- Proven experience in leading and managing teams, including performance management and talent development.
- Strong strategic thinking and decision-making skills to align PBH operations with business objectives.
- Experience in aircraft component support, inventory planning, and maintenance scheduling.
- In-depth knowledge of PBH programs, including contract management and operational delivery.
- Excellent communication and negotiation skills, both written and verbal.
Why join us? We are AJW. We connect, supply, and deliver. We’re proud to be part of an industry that connects the world. At AJW, we’re more than just a business—we’re a global team shaping the future of aviation. We connect, supply, and deliver to keep the world moving, and we invest in the people who make it happen. When you join us, you’ll be part of an innovative, supportive, and inclusive workplace where you can grow and thrive.
Here’s what we offer:
- A team fun budget to bring colleagues together.
- Free access to LinkedIn Learning to support your development.
- Opportunities to take part in charity events, volunteering, and community projects.
- A modern office with an onsite gym, bike-to-work scheme, and a great restaurant.
- A discretionary bonus and private healthcare.
- Relocation support if you’re moving closer to our HQ.
We encourage five days a week in the office to strengthen teamwork, collaboration, and development. However, we understand personal circumstances vary, and we support flexibility where needed. Some roles may require more in-office presence to meet business needs, but we’re committed to finding the right balance for our team.
PBH Customer Service Manager in Slinfold employer: AJ Walter Aviation
Contact Detail:
AJ Walter Aviation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land PBH Customer Service Manager in Slinfold
✨Tip Number 1
Network like a pro! Reach out to current or former employees at AJW on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding PBH programs inside out. Brush up on your knowledge of operational delivery and customer service excellence. We want to see that you’re not just a fit for the role but also passionate about what we do!
✨Tip Number 3
Showcase your leadership skills during the interview. Share specific examples of how you've managed teams and improved performance in previous roles. We love hearing about your successes and how you can bring that to AJW!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role and summarising why you’d be a great fit can leave a lasting impression. We appreciate candidates who take the extra step!
We think you need these skills to ace PBH Customer Service Manager in Slinfold
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the PBH Customer Service Manager role. Highlight your experience in customer service, team management, and any relevant aviation knowledge. We want to see how you can bring your unique skills to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about this role and how your background aligns with our mission at AJW. Be sure to mention specific examples of your achievements in customer service and team leadership.
Showcase Your Communication Skills: Since excellent communication is key for this position, make sure your application is clear and concise. Use professional language but let your personality shine through. We love seeing candidates who can communicate effectively both in writing and verbally!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to explore more about our culture and values while you’re there!
How to prepare for a job interview at AJ Walter Aviation
✨Know Your PBH Inside Out
Before the interview, make sure you understand the ins and outs of Power-by-the-Hour programs. Familiarise yourself with how they operate, the key performance indicators (KPIs) involved, and any recent trends in the aviation support industry. This will show your potential employer that you're not just interested in the role but are genuinely invested in their business.
✨Showcase Your Leadership Skills
As a Customer Service Manager, you'll be leading a team, so be prepared to discuss your leadership style. Think of specific examples where you've successfully managed a team or resolved conflicts. Highlight your experience in performance management and talent development, as this is crucial for the role.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations, such as resolving customer complaints or improving service delivery. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you articulate your thought process and demonstrate your problem-solving skills effectively.
✨Demonstrate Your Commercial Acumen
Since the role requires strong commercial awareness, be ready to discuss how you've previously driven profitability or improved financial performance in your past roles. Bring examples of how you've identified opportunities for growth or enhanced customer satisfaction, as this aligns perfectly with what AJW is looking for.
