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- Tasks: Be the go-to person for customer relations in aircraft maintenance.
- Company: Join JMC Aviation, a leader in aviation recruitment.
- Benefits: Earn up to £40,000, enjoy 25 days annual leave, and private medical care.
- Why this job: Make a real impact in the aviation industry while enhancing customer satisfaction.
- Qualifications: Experience in customer-facing roles within aviation or engineering environments.
- Other info: Dynamic role with opportunities for global placements and career growth.
The following information aims to provide potential candidates with a better understanding of the requirements for this role.
Location: St Athan, Barry
Employment Type: Permanent
Start Date: Immediate
Shifts: 44 hours, Monday to Thursday: 7am-4:30pm and Fridays: 7am-3:30pm
Benefits:
- Competitive Salary: Up to £40,000 DOE
- Annual Leave: 25 days plus bank holidays – plus on occasion, discretionary annual leave days given by executive team
- Private Medical Care
- Company Annual Bonus
- Company Pension Plan
About the Role
Aircraft Maintenance Customer Representative serves as the strategic and operational interface between the Part-145 maintenance organisation and its airline, leasing, or asset management customers. Operating within a complex environment involving aircraft storage, return-to-service (RTS), heavy maintenance, or disassembly, the Customer Representative plays a pivotal role in customer satisfaction, operational transparency, and commercial accountability.
Key Responsibilities
This role goes beyond reactive support, proactively anticipating customer needs, mitigating friction, and ensuring all stakeholder touchpoints are optimised for both technical accuracy and professional rapport. The representative will drive continuous improvement initiatives across communication workflows, commercial authorisations, and customer experience delivery.
Other duties involve:
- Customer Interface & Stakeholder Engagement
- Act as the primary on-site liaison and single point of contact (SPOC) for all visiting customer representatives.
- Ensure completion of all customers pre-arrival formalities with the relevant authorities prior to aircraft arrival.
- Lead pre-arrival planning with internal teams to ensure readiness, including schedule coordination, office preparation, and access arrangements.
- Facilitate regular customer engagement sessions, progress reviews, and feedback discussions throughout the aircraft maintenance lifecycle.
- Manage and escalate customer concerns diplomatically, maintaining a balance between customer satisfaction and regulatory or organisational priorities.
- Collaborate with CAMO and customer quality teams to support audits, resolve findings, and provide technical clarifications.
- Commercial & Scope Control
- Oversee the full Additional Work Request (AWR) process, including technical review, commercial justification, and customer approval.
- Manage scope changes effectively to prevent scope creep and ensure accurate and timely financial reconciliation.
- Track and verify labour hours, material usage, and downtime impacts associated with AWRs in coordination with Planning and Commercial teams.
- Participate in customer contract handover meetings to understand service level agreements (SLAs), commercial terms, and cost sensitivities.
- Customer Office & Facility Management
- Take ownership of all customer-facing facilities, ensuring office space, IT access, and health and safety compliance are maintained.
- Implement and manage structured facility booking systems using Microsoft Outlook or digital tools for efficient workspace allocation.
- Conduct regular reviews of customer-facing infrastructure, identifying and escalating improvement opportunities.
- Reporting, Documentation & Governance
- Maintain a centralised record of all customer interactions, issues raised, approvals, and project milestones.
- Prepare and support documentation including: Weekly dashboards with schedule updates, open AWRs, risk areas, and key actions.
- End-of-project reconciliation packs, including final signed-off work scope and cost documentation.
- Inputs for regulatory and customer audits, ensuring full traceability and compliance with Part-145 and MOE requirements.
- Logistics & VIP Support
- Coordinate logistical support for visiting customer personnel, including gate access, parking, accommodation, and catering.
- Manage VIP visits (e.g., airline executives, lessors, or aviation authorities) with professionalism, attention to detail, and a strong focus on brand representation.
Candidate Requirements
- Able to interface professionally with both technical teams and executive stakeholders
- Understands cost drivers, customer contract terms, and how to manage additional work for maximum recovery.
- Capable of handling multiple customers, conflicting priorities, and operational time pressures without compromising on detail.
- Takes initiative to identify risks or delays early and resolve them collaboratively
- Previous experience in a customer-facing role within a Part-145, MRO, or airline engineering environment.
- Working knowledge of EASA/UK CAA Part-145 and Part-M/CAMO frameworks and commercial maintenance practices.
Why Work with JMC Aviation?
- At JMC Aviation, we specialise in aviation recruitment across engineering services and training to airlines, MROs and OEMs, leasing and asset management companies, and component overhaul organisations.
- With deep industry knowledge and a global network, we match the right talent to the right roles — contract or permanent.
- Industry-leading compliance support
- Fast onboarding and documentation assistance
- Dedicated recruitment consultant
- Placements across the globe
- Extensive experience and knowledge of the aviation sector
How to Apply
Submit your up-to-date CV, along with copies of right to work documents.
Compliance & Equal Opportunities
JMC Aviation is committed to equal opportunity and diversity in the workplace. All applicants will be considered based on merit, qualification, and business need, regardless of age, gender, nationality, or background. We operate in full compliance with global aviation recruitment regulations.
GDPR
In applying for the above position and sharing your personal data with JMC Aviation Limited, you acknowledge that your personal data will be processed in accordance with our Privacy Policy (found on our website).
Aircraft Maintenance Customer Representative employer: JMC Aviation
Contact Detail:
JMC Aviation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Aircraft Maintenance Customer Representative
✨Tip Number 1
Get to know the company inside out! Research JMC Aviation and understand their values, mission, and the specifics of the Aircraft Maintenance Customer Representative role. This will help you tailor your conversations and show that you're genuinely interested.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer service and aircraft maintenance. Think about how you can demonstrate your problem-solving skills and ability to handle multiple priorities under pressure.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role can leave a lasting impression. And remember, apply through our website for the best chance at landing that job!
We think you need these skills to ace Aircraft Maintenance Customer Representative
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Aircraft Maintenance Customer Representative role. Highlight relevant experience, especially in customer-facing roles within aviation, and showcase your understanding of Part-145 frameworks.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're the perfect fit for this role. Use it to demonstrate your proactive approach to customer service and how you can enhance operational transparency and satisfaction.
Showcase Your Communication Skills: Since this role involves liaising with various stakeholders, make sure to highlight your communication skills in your application. Give examples of how you've effectively managed customer relationships or resolved conflicts in the past.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you receive updates directly from us!
How to prepare for a job interview at JMC Aviation
✨Know Your Stuff
Make sure you brush up on your knowledge of EASA/UK CAA Part-145 and Part-M/CAMO frameworks. Being able to discuss these regulations confidently will show that you're serious about the role and understand the industry.
✨Showcase Your Customer Skills
Prepare examples from your past experiences where you've successfully managed customer relationships or resolved conflicts. This role is all about being the go-to person for customers, so demonstrating your ability to handle multiple priorities and maintain professionalism is key.
✨Be Proactive
Think about how you can anticipate customer needs before they even arise. During the interview, share ideas on how you would improve communication workflows or enhance customer experience. This shows that you’re not just reactive but also forward-thinking.
✨Ask Smart Questions
Prepare thoughtful questions about the company’s approach to customer satisfaction and operational transparency. This not only shows your interest in the role but also gives you insight into their expectations and culture.
