Customer Service Manager

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• Customer Service Manager - Engine MRO

  Bridgend, UK

  Willis Engine Repair Centre

  Bridgend, UK

  Willis Engine Repair Centre

  Summary:

  The Customer Services Manager is the main point of contact between our customers and the Engine Repair Centre and will act to resolve their queries and ensure contractual terms are met on every project.

  Working across Commercial, Planning, Finance, Operations, Maintenance and Sales teams, you will liaise with the customer for approvals, while ensuring contractual terms, billing, costs and customer expectations are accurately managed. Maintaining professional customer service, effective communication, and smooth delivery of repair and maintenance projects whilst establishing a smooth and speedy process for billing services.

  Responsibilities:

  • Maintain customer relationships and act as key POC for all customers on site assisting with administration and welfare requirements of Customer Representatives while on site.
  • At all times act as an ambassador for the business always ensuring professionalism.
  • Manage the contractual terms of each project, assuring margins are maximised.
  • Respond to customer queries regarding invoices and working with Sales to resolve issues as required.
  • Assure all Wills stakeholders are aware of T&C’s for each project and customer by offering structured briefings.
  • Hold weekly meetings with the customers to review project progress and customer needs.
  • Liaise with customer to ensure all over and above charges are evidenced, agreed and signed off for approval.
  • Liaise directly with other departmental managers to provide commercial awareness information as agreed with the customer.
  • Review base maintenance activity daily, checking that all details are correct and working with our Operations/Logistics team to ensure accuracy of booking, costs and categorisation of jobs are accounted for within the Annex’s of the Tracking Plus sales order.
  • Develop a recharge schedule for each input which forms part of the invoice and details manhours, material, 3rd party and hangar/parking charges and acceptance from the customer.
  • Where necessary and in support of the Operations department be prepared to discuss and resolve commercial queries and late payment of Invoices with customers and third parties.
  • Create reports on maintenance activity and other statistics for management review.
  • Work with the commercial/procurement team to review and approve any unusual invoices before sending out to customers.
  • Assist with developing reports highlighting differences between estimated and actual billing for routine and non-routine cards.
  • Assist with the collation and maintenance of Customer Satisfaction Survey, obtaining customer feedback and maintaining a record of the results.

  Requirements:

  • Effective leadership, management, collaboration and communication skills with the ability to influence others.
  • Excellent commercial skills and customer service/relation.
  • Minimum of 2-years’ experience in an aircraft maintenance or continuing airworthiness control environment.

  (Desirable)

  • Practical experience and expertise in the application of aviation safety standards and safe maintenance practices.
  • Previous customer service, account management or customer liaison experience, preferably within aviation, aircraft maintenance or transportation.
  • Knowledge of aviation maintenance activities, safety standards and safe maintenance practices desirable.
  • Strong commercial awareness and understanding of customer contracts, billing and cost management.
  • Excellent written and verbal communication, relationship-building and stakeholder management skills.
  • Strong planning, organisational, analytical and problem-solving abilities with excellent attention to detail.
  • Ability to influence, collaborate and work effectively with internal and external stakeholders.
  • Proficient in Microsoft Office Suite and relevant customer/service management systems.
  • Ability to work independently while contributing effectively as part of a team.

  Key Skills:

  • Planning & organisational skills.
  • Attention to detail / analytical.
  • Communication (written & verbal).
  • People skills / Team plyer and stakeholder (internal & external) liaison.
  • Microsoft office suite.

  The post holder will be expected to carry out any other duties allocated that are appropriate to the grade and nature of this post. Job descriptions will be reviewed and discussed annually in line with the Staff Appraisal Scheme.

  WERC are committed to equal opportunities and have an Equality and Diversity policy in accordance with legislation, and all appointments are subject to pre-employment checks including references and a Disclosure and Barring Service check.