Customer Support Manager

Job Overview

Customer Support Manager Permanent Kidlington, Oxford.

About AHUK:
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 and spares support. Its in‑house engineering capabilities include design, customisation, installation, flight‑testing and certification, as well as technical support, maintenance, training and the supply of spares for civil and military applications.

AHUK is the MoD’s chosen provider of helicopters and maintenance for its No.1 Helicopter Flying school (referred to as MFTS) located in RAF Shawbury (Shropshire) and RAF Valley (Anglesey).

• Holiday Allowance:
  We value loyalty and work‑life balance; your annual leave entitlement grows with you, rewarding your commitment with an extra day of leave for each year of service (up to an additional 4 days).
• Health:
  Private Medical Insurance (Bupa). You also have the flexibility to add family members to your policy at an additional cost. Other options include Health‑care Cash Schemes and Den‑Plan.
• Future Wealth: up to 8% Company Pension contribution, when you contribute 6%. Plus Yearly Share Incentive Plans, and Discretionary Group Bonuses.
• Everyday Savings:
  Access to exclusive shopping discounts, including a cashback card to help your money go further.
• Lifestyle:
  Bikes to Work scheme (up to £3,000), Mydrive car purchase scheme, and Technology purchase schemes.
• Added Protection:
  Benefit from Personal Accident Insurance, Health‑care Cash Schemes, and professional Financial/Legal advice.
• Refer a friend Scheme:
  We offer a generous Referral Bonus for any successfully placed candidates you recommend to the business.

The Customer Support Manager (CSM) will be responsible for the end-to-end management of all customer-facing Support & Services activities for civil customers/operators of Airbus Helicopter 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 internal (AHUK contracted) and/or external customers (UK & Ireland based) to oversee all customer support activities, customer 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 customer feedback and requests with relevant internal stakeholders and back‑office support teams. Ensure monitoring of cost control by collaborating closely with Finance, Commercial and Service Delivery 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…