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 knowledgeKey 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