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- Tasks: Manage key customer accounts and resolve complex enquiries in the aviation industry.
- Company: Join Rotable Repairs Ltd, a leading specialist in aircraft wheel and brake repairs.
- Benefits: Competitive salary, career growth, and a chance to work in a dynamic environment.
- Other info: Opportunity to collaborate across departments and drive continuous improvement.
- Why this job: Be a vital part of enhancing customer satisfaction in the aviation sector.
- Qualifications: 4+ years in technical customer service with strong communication skills.
The predicted salary is between 36000 - 60000 £ per year.
Work Location: 20 Progress Road, Leigh on Sea, Essex SS9 5PR.
COMPANY DESCRIPTION:
Rotable Repairs Ltd is one of the world’s leading specialist Aircraft Wheel and Brake MRO’s that specialises in the repair and overhaul of aircraft wheels, brakes, freight, and hydraulic components. As a Part 145 EASA/FAA and TCCA Approved Workshop facility, Rotable Repairs provides quality repair and overhaul services for most classic and current generation jet & turboprop aircrafts trusted by airlines and aerospace organisations all over the world.
Job Summary
The Senior Customer Service Representative is a key leader within the customer support function, responsible for managing key MRO customer accounts, overseeing complex order management, resolving escalated enquiries, and driving operational excellence across administrative and service activities. The role demands advanced communication skills, strategic cross-functional coordination, and a proactive approach to regulatory compliance and continuous improvement. The Senior Customer Service Representative plays a critical role in enhancing customer satisfaction and business performance.
Responsibilities
- Oversee and manage high-value customer orders with precision and urgency.
- Act as escalation point for complex enquiries, complaints, and service issues.
- Provide expert-level technical and product guidance to customers and internal teams.
- Lead quotation preparation for repair services, parts, and logistics, ensuring commercial alignment.
- Ensure timely dispatch of work order documentation and technical certificates.
Data & System Oversight
- Maintain and audit customer records, order status, and inventory data in Quantum ERP.
- Ensure accuracy and completeness of work order documentation uploads.
- Oversee CRM updates and ensure consistency across customer profiles and service history.
Logistics & Regulatory Compliance
- Coordinate with logistics providers and customs authorities to resolve complex import/export challenges.
- Review and approve customs documentation, ensuring full compliance with export control regulations.
- Monitor and enforce adherence to regulatory and quality standards across service operations.
Strategic Cross-Functional Collaboration
- Serve as senior liaison between Customer Service and Sales, Production, Engineering, Purchasing & Logistics teams.
- Resolve technical queries and ensure alignment with repair timelines and service level agreements.
- Lead contract reviews and support strategic account planning.
Continuous Improvement
- Analyse customer feedback and service metrics to identify and implement improvement initiatives.
- Track and report KPIs such as turnaround time, delivery accuracy, and customer satisfaction.
- Organise and lead customer visits, audits, and virtual meetings to strengthen relationships and transparency.
Qualifications
Minimum requirements:
- Vocational Level 4, HNC, Certificates of Higher Education (CertHE). Aeronautical and Technical School, Aeronautical Military School or QA Assessment. OEM or OEM training.
- Minimum of 4 years’ experience in technical customer service or aviation support roles.
- Strong proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook).
- Proven experience in office administration and ERP/CRM systems (Quantum preferred).
- Exceptional organisational, time management and prioritisation skills.
- High attention to detail and strong numerical accuracy.
- Excellent written, verbal, and interpersonal communication skills.
- Demonstrated ability to lead and collaborate across departments.
- Strategic thinker with a pro-active, solutions-orientated mindset.
Preferred requirements:
- A background in aviation and/or repair cycle management.
- Comprehensive knowledge of aircraft spares.
- Technical knowledge of aircraft components preferably touching on MROs, aviation distribution or similar environments.
- Experience of Quantum ERP Software and web-based Aircraft parts databases.
- Familiarity with ISO, FAA, EASA, or other aviation regulatory standards.
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Sr. Customer Service Representative- UK employer: VSE
Contact Detail:
VSE Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Sr. Customer Service Representative- UK
✨Tip Number 1
Network like a pro! Reach out to folks in the aviation industry, especially those who work at Rotable Repairs or similar companies. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for the interview by brushing up on your technical knowledge about aircraft components and MRO processes. We want you to show off your expertise and passion for the industry, so be ready to discuss how your experience aligns with the role.
✨Tip Number 3
Practice your communication skills! As a Senior Customer Service Representative, you'll need to convey complex information clearly. Try mock interviews with friends or use online resources to refine your pitch and responses.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Sr. Customer Service Representative- UK
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the role of Senior Customer Service Representative. Highlight your experience in technical customer service and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the aviation industry and how your background makes you a perfect fit for Rotable Repairs. We love seeing enthusiasm and a personal touch!
Showcase Your Communication Skills: Since this role requires advanced communication skills, make sure your application reflects that. Use clear and concise language, and don’t shy away from demonstrating your interpersonal skills. We’re looking for someone who can connect with both customers and colleagues!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy to do!
How to prepare for a job interview at VSE
✨Know Your Stuff
Make sure you brush up on your knowledge of aircraft components and MRO processes. Familiarise yourself with the specific services Rotable Repairs offers, as well as any relevant regulations like EASA and FAA standards. This will show that you're not just interested in the role but also understand the industry.
✨Showcase Your Communication Skills
As a Senior Customer Service Representative, you'll need to demonstrate exceptional communication skills. Prepare examples of how you've effectively resolved customer issues or escalated enquiries in the past. Practising clear and concise responses will help you shine during the interview.
✨Be Ready for Technical Questions
Expect some technical questions related to aircraft spares and repair cycle management. Brush up on your technical knowledge and be prepared to discuss how you've applied this in previous roles. This will help you stand out as a candidate who can provide expert-level guidance.
✨Highlight Your Organisational Skills
With responsibilities like managing high-value customer orders and overseeing documentation, showcasing your organisational skills is crucial. Prepare to discuss specific tools or methods you use to stay organised, especially if you have experience with ERP systems like Quantum.