Customer Support Manager

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Customer Support Manager

Permanent

Oxford

Airbus Helicopters is the world’s largest helicopter manufacturer and the company’s site at Oxford Airport is Britain’s civil helicopter hub. AHUK offers considerable experience in helicopter sales, bespoke completions, maintenance (MRO), CAMO, training and spares supply and management. Its in‑house engineering capabilities include design, customisation, installation, flight‑testing and certification, as well as technical support. AHUK is also the MoD’s chosen provider of helicopters and maintenance for its Defence Helicopter Flying School (MFTS) located in RAF Shawbury (Shropshire) and RAF Valley (Anglesey).

The Customer Support Manager (CSM) will be responsible for the end‑to‑end management of all customer‑facing Support & Services activities for civil and military customers/operators of Airbus products within the UK, Ireland, Isle of Man, and the Channel Islands.

The core objective of the CSM position is to ensure the delivery of customer service excellence through proactive management and timely fulfillment of complex customer requirements and daily interactions relating to Support & Services (S&S) activities.

The CSM plays a critical role coordinating, facilitating and ensuring collaboration across all business functions within AHUK and the wider Airbus Helicopter network to support the Senior Sales Operations Manager in the execution of strategic Customer Support initiatives to drive business growth, revenue, and long‑term customer loyalty.

• Serve as the primary strategic relationship manager and single point of contact (SPOC) for a defined portfolio of both internal (AHUK contracted) and external customers (UK & Ireland based) to oversee all customer support activities, requirements, and ad‑hoc support requests as necessary.
• Proactively engage with all customers through a regular visit routine to build and maintain robust, long‑term relationships, capture market intelligence, and strategically promote AHUK’s support and services (S&S) capabilities.
• Act as the customer advocate within AHUK to collate and share all customer feedback, requests, priorities and irritants/hot topics to ensure actions are agreed and managed with relevant internal stakeholders and back‑office support teams.
• Ensure monitoring of cost control by collaborating closely with Finance and Commercial teams to proactively manage and drive complex customer invoicing and account disputes through to rapid resolution.
• Own and lead the end‑to‑end delivery of customer support for all S&S activities, managing requests from initial enquiry through to completion or closure by engaging with all business functions and the Service Delivery Managers as necessary.
• Maintain continuous, transparent communication with customers for the planning and execution of maintenance activities and AOG (Aircraft on Ground) events through collaboration with MRO and Delivery Teams as necessary.
• Organise, lead, and take full ownership of customer meetings as required under the terms of customer contract KPIs or as deemed necessary for specific customer topics.
• Drive high levels of customer satisfaction and confidence through proactive engagement and deep understanding of customer priorities and operational requirements to enable and secure future business growth.
• Play an active and collaborative role within the Airbus Clear & Efficient Front Office (CEFO) process, forming a close alliance with Sales Managers (SMs) to identify, promote, and drive new Support & Services (S&S) business opportunities.
• Manage customer requests and new business opportunities within Salesforce, working collaboratively with the Front Office tandem and key stakeholders to progress and close opportunities within defined timescales.
• Ensure alignment between the Sales team and Customer Support from opportunity phase through to completion and delivery for new aircraft acquisitions to ensure smooth entry into service and comprehensive capture of all in‑service requirements.
• Lead the delivery of commercial offers for S&S activities to…