At a Glance
- Tasks: Lead customer support activities and build strong relationships with clients.
- Company: Dynamic aerospace company in Oxfordshire focused on exceptional customer service.
- Benefits: Competitive salary, bonuses, private medical insurance, and share incentive plans.
- Other info: Exciting opportunity for growth in a fast-paced environment.
- Why this job: Make a real impact by enhancing customer experiences in the aviation industry.
- Qualifications: Strong communication skills and experience in customer support or account management.
The predicted salary is between 45000 - 55000 £ per year.
If you're passionate about delivering exceptional customer service, bringing calm to complex situations, and helping teams turn customer needs into real business outcomes, this is a role where your impact will be felt daily. My Client in Oxfordshire is hiring for a Customer Support Manager to lead end-to-end customer-facing Support & Services activity for civil customers/operators within the UK, Ireland, Isle of Man and the Channel Islands.
What you'll be doing:
- Act as a primary strategic point of contact for a defined customer portfolio, owning customer support activities and ad-hoc requests.
- Build long-term customer relationships through proactive engagement, including a regular visit routine to understand priorities and gather market intelligence.
- Coordinate internal support across business functions to deliver customer solutions-from initial enquiry through to completion or closure.
- Maintain clear, transparent communication with customers to plan and execute maintenance activities and Aircraft on Ground (AOG) events (in collaboration with relevant teams).
- Organise and lead customer meetings as required, ensuring actions and follow-ups are completed to customer expectations and timescales.
- Manage complex customer invoicing and account disputes in partnership with Finance, Commercial and Service Delivery, driving resolution efficiently.
- Support growth by identifying and progressing new Support & Services opportunities in collaboration with Sales Managers.
- Work within the customer CRM tool (Salesforce) to progress and close opportunities to defined timescales.
- Oversee customer satisfaction management via the CX Platform Tool, including survey actions, analysis of feedback and resolution of dissatisfaction.
- Escalate critical issues to the Senior Sales Operations Manager when necessary, keeping the customer experience front and centre.
What you'll bring:
- Strong communication, negotiation and relationship management skills-able to confidently represent the business with customers and internal stakeholders.
- The ability to work cross-functionally and collaborate with stakeholders at all levels, often under tight deadlines.
- A sharp eye for detail, with a practical, solution-focused mindset (including when situations are complex).
- Experience managing complex scenarios across internal and external parties, driving them through to resolution.
- Confidence hosting high-level, strategic customer meetings and presenting to multiple stakeholders.
- Working knowledge of Part 145 and Part CAMO regulations, plus a strong understanding of aviation and helicopter operations.
- Experience in an aerospace environment, ideally with a background in account management, customer support, service delivery, operations, or technical/MRO.
Additional information:
- Bachelor or Master Degree level qualification in an aerospace, maintenance or management discipline.
- Desirable: experience and working knowledge of Aviation products and the UK rotary market, and experience managing a range of customer profiles.
Benefits: Our client offers a competitive salary, bonus and a comprehensive benefits package, including: Private Medical Insurance (Bupa) - single cover for employees paid by the company, Pension: Employees are auto enrolled into the Retirement Fund. Company contributes 6%, employee 4% basic, Share Incentive Plan and ESOP, Annual share schemes at company discretion, Success Share, Discretionary Group bonus scheme (conditions apply), Mydrive (employee car purchase scheme), Den-Plan (employee purchase scheme), Personal Accident Insurance and Travel Insurance.
Ready to lead from the front and make an impact? Apply now to be considered for this exciting Customer Support Manager role in Kidlington.
Customer Support Manager in London employer: Manpower
As a leading employer in the procurement sector, we offer a flexible and remote working environment that prioritises employee well-being and work-life balance. Our collaborative culture fosters professional growth through continuous learning opportunities and meaningful projects, making it an ideal place for those looking to make a significant impact in supplier management.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Manpower. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Manpower before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Manpower:Your cover letter is your chance to shine! Tell us why you want to work at Manpower specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Manpower!
How to prepare for a job interview at Manpower
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
