Customer Support and Service Delivery Lead

Role:
Customer Support and Service Delivery Lead
Basis:
Project-Based Contract (6-12 Months) Full-time

Location:

Yeovil, Somerset
3 days onsite, 2 days WFH (after onboarding)
Pay: 24 - 30 per hour PAYE only (plus holiday pay in addition)

We can only accept UK or NATO passport holders due to the nature of the work.
Please DO NOT apply if you do not hold a UK or NATO passport.

My aerospace client in Yeovil is seeking a Customer Support and Service Delivery Lead to support a high-visibility transformation programme.

This is a project-focused contract role suited to a confident, customer-facing professional who can operate autonomously while coordinating across complex internal and external stakeholder networks.

You will play a critical role in managing a key customer escalation, acting as the primary interface between the customer, internal teams (Supply Chain, Engineering, Programmes), and external partners.

Around 60-70% of the role is customer-facing, with the remainder focused on internal coordination, delivery assurance, and supply chain engagement.

Main Responsibilities:

• Lead day-to-day customer relationship management, ensuring high levels of service and satisfaction.
• Act as the primary point of contact for customer escalations, supporting recovery plans, clear communication, and expectation management.
• Build strong working relationships with customer partners and external stakeholders, strengthening trust across the programme.

• Drive internal supply chain engagement to support customer commitments, programme milestones, and on-time delivery targets.
• Liaise closely with site-based and cross-functional teams to align priorities, manage risk, and resolve issues.
• Support sourcing and procurement-related coordination as required.

• Identify gaps in customer support or delivery processes and recommend or implement improvements.
• Contribute to operational excellence and transformation initiatives across customer support and programme functions.

• Operate in a semi-autonomous environment, taking ownership of actions and driving issues to closure.
• Support project tracking, reporting, and governance activities.
• Provide clear, timely updates to senior project and leadership stakeholders.

Ideal candidate profile:

• Minimum 3 years' experience in Customer Support Management or a similar customer-facing operational or programme role.
• Strong organisational skills with the drive and confidence to work independently.
• Experience working with ERP systems (SAP strongly preferred).
• Proven ability to build effective relationships with customers, suppliers, and internal stakeholders.
• Comfortable managing multiple priorities in a fast-paced, project-driven environment.
• Degree in Business Administration, Supply Chain, Engineering, or a related discipline is preferred.
• Experience with in aerospace or a regulated industrial environment (preferred).
• Exposure to supply chain, procurement, or sourcing activities.
• Strong problem-solving, decision-making, and communication skills.
• High emotional intelligence and a passion for customer service and continuous improvement.

Vetting will include a right to work check, drug screen, 5 years' referencing and a DBS check.

If you are interested in applying for this position, and you meet the above requirements, please apply immediately.

Due to the number of applications we receive, it's not always possible to contact unsuccessful applicants. Unless you hear from us within 14 days of your application, please assume that you have been unsuccessful on this occasion.