Customer Support Manager

About the role

The Customer Support Manager will own end‑to‑end management of all customer‑facing Support & Services activities for civil Airbus Helicopter operators across the UK, Ireland, Isle of Man and the Channel Islands. The role aims to deliver service excellence by proactively handling complex customer requirements and coordinating across the wider Airbus Helicopter network.

Key responsibilities

• Serve as the primary strategic relationship manager and single point of contact for a defined portfolio of internal and external customers, driving proactive engagement and market intelligence.
• Lead the delivery of Support & Services activities from initial enquiry through to completion, coordinating with MRO, delivery teams and finance to manage invoicing, AOG events and contract KPIs.
• Identify and develop new support business opportunities in collaboration with sales and commercial teams, managing opportunities in Salesforce and ensuring smooth transition to service delivery.
• Oversee customer satisfaction processes via the Airbus CX Platform, analyse feedback, and drive continuous improvement and transformation initiatives.

Required profile

• Extensive experience in the aerospace industry, preferably in account management, customer support, service delivery or technical/MRO roles.
• Strong understanding of Part 145 and Part CAMO regulations and aviation/helicopter operations.
• Excellent communication, negotiation and relationship‑management skills with the ability to work cross‑functionally and host strategic customer meetings.

Required skills

• Working knowledge of Part 145 regulations.
• Working knowledge of Part CAMO regulations.
• Proficiency with Salesforce CRM for opportunity and request management.

What we offer

• Competitive base salary with a robust benefits suite including private medical insurance, pension contributions up to 8 % and share incentive plans.
• Generous holiday allowance that increases with service years, plus additional perks such as exclusive shopping discounts, bike‑to‑work scheme and personal accident insurance.
• Referral bonus scheme for successful candidate recommendations.