Job Summary
In this role, you will impact leadership and team management, customer satisfaction, operational excellence, cross-functional collaboration, and business growth. As a Senior Customer Support Manager, you will play a critical role in developing and supporting our employees to help them perform at their best and drive change across the company. Help to build a strong, diverse team by recruiting talent, identifying and developing successors, driving retention and engagement and fostering an inclusive culture.
You will report directly to the Senior Project Manager for Transformation Projects.
6-12 Month Contract
Pay Rate: £24-£30 per hour, depending on experience
Working Hours: Monday to Friday 9:00-16:00
Hybrid working: 3 days onsite/2 days remote, with increased onsite presence during on-boarding and when business needs require.
Key Responsibilities
Own day-to-day customer relationship management, ensuring high levels of service, satisfaction, and effective escalation handling.
Act as the primary customer interface, managing communications, recovery actions, and expectation alignment across the programme.
Build and maintain strong partnerships with key customers and stakeholders.
Coordinate closely with internal supply chain, procurement, and cross-functional teams to support delivery milestones and on-time performance.
Identify and drive improvements to customer support and operational processes, contributing to continuous improvement initiatives.
Operate with a high degree of autonomy, taking ownership of actions and delivering outcomes to closure.
Support programme governance, reporting, and transformation activities, providing clear updates to senior leadership.
REQUIRED SKILLS/ EXPERIENCE
4+ years of proven experience in customer support management or a similar role.
Degree in Business Administration, Supply Chain, Engineering, or a related field.
Aerospace or industrial sector experience (preferred).
Strong leadership and people management skills.
Mastery of knowledge in a specific area, or senior leadership position with a thorough understanding of multiple workstreams.
Experience working with ERP systems (ERP familiarity required; SAP strongly preferred).
Experience in implementing customer support technologies and tools.
If this sounds like you, then please do send us your CV, and we will look forward to speaking with you.
Full BPSS* Screening (*Baseline Personnel Security Standard), including proof of Legal Right to Work, Criminal Records Check, i.e. UK DBS and Drugs Screening.
INDSTA