Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead customer service excellence and enhance the end-to-end customer experience.
- Company: Join Ontic, a leading innovator in aerospace and defence.
- Benefits: Enjoy up to 29 days leave, volunteering time, and a bonus scheme.
- Why this job: Shape customer experiences and drive growth in a dynamic environment.
- Qualifications: Strong leadership and customer service experience in aviation/MRO required.
- Other info: Be part of a community that values innovation and career development.
The predicted salary is between 48000 - 84000 ÂŁ per year.
Ontic, a leading licensor and manufacturer of complex engineering parts for the global aerospace and defence industries, are recruiting for a strategic and customer-focused Head of Customer Services, MRO Europe to lead customer service excellence across our MRO business unit in Tewkesbury. This is a critical leadership role responsible for shaping and delivering an outstanding customer experience, ensuring strong relationships, effective service delivery, and continued business growth across Civil, Military, and Marine sectors.
As Head of Customer Services – MRO Europe, you will be responsible for overseeing and enhancing the end-to-end customer experience within the MRO business unit. You will ensure effective communication with customers, proactive management of expectations, and timely resolution of issues to drive customer satisfaction. You will work cross-functionally with Operations, Planning, Supply Chain, Quality, and Commercial teams to ensure customer requirements are fully understood and delivered. This role also plays a key part in developing long-term customer relationships and supporting business growth through exceptional service delivery.
- Customer Relationship & Account Management
- Lead and develop a team of Customer Account and Customer Programme Managers across Civil, Military, and Marine sectors
- Act as the senior escalation point for customer concerns and critical issues
- Build and maintain strong, long-term customer relationships
- Ensure customer expectations on turnaround times, pricing, and service delivery are clearly defined and managed
- Conduct regular customer meetings and service reviews to drive continuous improvement
- Champion a “customer first” culture, ensuring SLA adherence and responsiveness
- Collaborate closely with Operations, Planning, and Supply Chain to align priorities and deliver on customer requirements
- Oversee execution of customer contracts and programmes, ensuring SLAs and contractual commitments are met
- Manage and resolve customer issues, complaints, and disputes effectively and professionally
- Lead, mentor, and develop a high-performing customer services team
- Foster a collaborative, customer-centric culture
- Provide strategic direction to enhance customer management capability
- Drive alignment between customer services, commercial, revenue, and operational teams
- Monitor and report on key KPIs including on-time delivery, turnaround time, and customer satisfaction
- Identify and address service performance gaps, driving continuous improvement
- Report MRO performance to airframers in support of in-service support contracts
- Ensure compliance with aviation regulatory requirements and industry standards
- Support contract negotiations and pricing discussions to ensure commercial viability
- Partner with the PMO to onboard new customer accounts, licences, and acquisitions
- Manage warranty claims, contract variations, and additional service requests
- Ensure timely invoicing and resolution of billing discrepancies
- Support forecasting and annual budget planning, particularly MRO backlog and customer demand
At Ontic, our culture is integral to how we deliver for our customers. We’re looking for a strong leader who combines customer focus with commercial awareness and operational understanding.
- Key Skills & Competencies
- Strong leadership experience managing multi-sector customer accounts
- Deep understanding of MRO operations and aviation regulatory frameworks
- Excellent communication and stakeholder management skills
- Strong commercial acumen, including contracts and P&L awareness
- Highly organised with the ability to prioritise across a complex customer base
- Experience with ERP/CRM systems (Infor Syteline, MS Dynamics advantageous)
- Confident handling complex or challenging customer situations
- Bachelor’s degree in Business, Aviation, or a related field
- Significant experience in Customer Service, Account Management, or Programme Management within aviation/MRO
- Experience managing international customer accounts
- Proven leadership experience in Civil, Military, and/or Marine sectors
- Experience managing SLAs and contractual obligations
- Familiarity with aviation regulatory bodies (CAA, EASA, FAA)
- Knowledge of airframer support contracts (e.g. PSAA, GCP)
At Ontic, we care about your financial, physical, and mental wellbeing. Our benefits support what matters most to you and promote a healthy work/life balance.
- Up to 29 days annual leave plus Bank Holidays
- 10 hours paid volunteering time
- Annual goal share bonus scheme
- 24/7 Employee Assistance Program (EAP)
- Retail discounts and offers
We are more than the sum of our parts—and we’re recognised for it:
- Ranked #9 in Best Companies’ Q3 leaderboard for Best Manufacturing Company
- 72.5% of employees said they are proud to work at Ontic (2023 survey)
We are a fast-paced business with ambitious growth plans; so if you are dedicated, enthusiastic and always seeking ways to improve, you will enjoy a career with us!
Head of Customer Services - MRO in Tewkesbury employer: Ontic Engineering and Manufacturing, Inc.
Contact Detail:
Ontic Engineering and Manufacturing, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Services - MRO in Tewkesbury
✨Tip Number 1
Network like a pro! Reach out to people in the aerospace and defence industries, especially those who work at Ontic or similar companies. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching Ontic's values and recent projects. Show us you’re not just another candidate; demonstrate how your experience aligns with our mission of customer service excellence.
✨Tip Number 3
Practice your STAR technique for answering behavioural questions. We want to hear about specific situations where you've led teams or resolved customer issues effectively—make it memorable!
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email reiterating your enthusiasm for the role can keep you top of mind. And remember, apply through our website for the best chance!
We think you need these skills to ace Head of Customer Services - MRO in Tewkesbury
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service and MRO operations. We want to see how your skills align with the role of Head of Customer Services, so don’t hold back on showcasing your relevant achievements!
Showcase Leadership Skills: As a leadership role, it’s crucial to demonstrate your ability to lead and develop teams. Share examples of how you've successfully managed customer accounts and fostered a customer-centric culture in your previous roles. We love seeing strong leaders in action!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make your key achievements stand out. We appreciate straightforward communication, especially when it comes to complex topics like customer service and operational management.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to track your application and ensure it reaches the right people. Plus, you’ll get to see all the other exciting opportunities we have at Ontic!
How to prepare for a job interview at Ontic Engineering and Manufacturing, Inc.
✨Know Your MRO Inside Out
Before the interview, make sure you have a solid understanding of MRO operations and the specific challenges faced in the aerospace and defence industries. Familiarise yourself with Ontic's role in these sectors and be ready to discuss how your experience aligns with their needs.
✨Showcase Your Leadership Skills
As a Head of Customer Services, you'll need to demonstrate strong leadership capabilities. Prepare examples of how you've successfully led teams, managed customer accounts, and resolved complex issues. Highlight your ability to foster a customer-centric culture and drive team performance.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle challenging customer situations. Think of specific scenarios from your past experiences where you effectively managed customer expectations or resolved disputes, and be ready to share those stories.
✨Understand the Importance of KPIs
Familiarise yourself with key performance indicators relevant to customer service in the MRO sector, such as on-time delivery and customer satisfaction. Be prepared to discuss how you've monitored and improved these metrics in previous roles, showcasing your commitment to continuous improvement.