Customer Support Manager

Volantes Technical Recruitment Ltd Verified

Oxford, Oxfordshire, England

Management

Customer Service Manager

Onsite

Full time

8 days ago

Volantes Recruitment are looking for a Customer Support Manager (CSM) to be responsible for the end-to-end management of all customer-facing Support & Services activities for civil customers/operators of our client 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 this clients organisation 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 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 the clients support and services (S&S) capabilities.
• Act as the customer advocate within the organisation 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 for all Support & Services (S&S) activities, managing requests from initial enquiry through to completion or closure by engaging with all business functions 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 KPI’s or as deemed necessary for specific customer topics. Ensure all associated actions and follow-up tasks are diligently executed in line with customer expectations and timescales.

• 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 (SM's) in order to identify, promote, and drive new Support & Services (S&S) business opportunities.
• Manage customer requests and new business opportunities within the organisation CRM tool (Salesforce), working collaboratively with Front Office teams and key stakeholders to progress and close opportunities within defined timescales.
• Ensure alignment between Customer Support and Sales from opportunity phase through to completion and delivery of new aircraft acquisitions to ensure smooth entry into service and comprehensive capture of all in-service requirements for seamless customer operations.
• Lead the delivery of commercial offers for Support & Services (S&S) activities to customers following close collaboration with Commercial teams and other key stakeholders across the organisation as necessary.

• Oversee and execute the Customer Satisfaction Management process via the CX Platform Tool, including raising customer satisfaction surveys, analysis of survey responses and dissatisfaction, and pro-active management of any associated action plans and resolutions required.
• Ensure the timely and effective resolution of all customer requests and complaints through a unified, collaborative approach across the organisation, escalating critical issues to the Senior Sales…