Customer Service Manager- Aviation

On behalf of my client, I am seeking a personable and enthusiastic Customer Service Manager to offer their creative outlook in building relationships with clients, customers, and fellow colleagues, in a busy but friendly workplace environment. The ideal candidate will be someone who has experience in Business-to-Business customer service in the aviation industry, to support our client who specialises in safety components for aircraft. Candidates from an engineering background are also welcomed, with at least 3 years in a management role and ambitious drive.

Role: Customer Service Manager- Aviation
Location: Near Reading
Status: Full-time/Permanent
Requirements: Fully onsite, hybrid may be negotiable after initial training, depending on workflow.
Salary: Competitive, On application.

The Client:
Going strong for over a decade, the company was created to provide the utmost support for various Aircraft Safety and Survival equipment to their customers in aviation. The company is guided by its core values and continuously aims for excellence and growth, through expert customer service, quality and commitment.

Responsibilities:

• Developing and executing customer service policies and procedures
• Establish and communicate standards for customer service
• Foster and cultivate customer relationships through networking and visits
• Oversee the day-to-day operations of the customer service team
• Strategise, prioritise, and delegate tasks to ensure departmental efficiency
• Ensure the availability of necessary resources and tools for effective customer service delivery
• Review and address customer complaints, tracking their resolution
• Manage complex and escalated customer service issues
• Identify and implement strategies to enhance service quality
• Coordinate and oversee customer service projects and initiatives
• Assess and manage staff performance
• Identify and meet staff training and coaching requirements
• Assist the finance team with credit control tasks and provide information to customers
• Serve as a liaison between customer services and finance to resolve inquiries
• Conduct one-on-one meetings with staff.

Requirements/Education

• Relevant degree in Business Administration or relevant field
• Aviation industry experience, aviation maintenance/parts/components
• B2B in aviation
• Experience in Quantum Component Control

• Previous customer service
• Demonstrated leadership skills
• Comprehensive understanding of customer service principles and methodologies
• Proficient in CRM systems
• Proficient in MS Office software suite
• Product knowledge

Key Skills:

• Effective Communication
• Proactivity
• Customer-centric approach
• Supervisory expertise
• Analytical and problem-solving skills
• Decision-making proficiency
• Effective planning and organisational capabilities
• Initiative-taking
• Adaptability and flexibility
• Presentation prowess
• Resilience to stress