Ontic, a leading licensor and manufacturer of complex engineering parts for the global aerospace and defence industries, are recruiting for a strategic and customer-focused Head of Customer Services, MRO Europe to lead customer service excellence across our MRO business unit in Tewkesbury. This is a critical leadership role responsible for shaping and delivering an outstanding customer experience, ensuring strong relationships, effective service delivery, and continued business growth across Civil, Military, and Marine sectors. Ontic is more than just a business we're a community of innovators who pride ourselves on fostering a culture where talent thrives, ideas flourish, and careers are built. We're committed to excellence, continuously improving and adapting to remain at the forefront of our industry. Job Purpose As Head of Customer Services – MRO Europe, you will be responsible for overseeing and enhancing the end-to-end customer experience within the MRO business unit. You will ensure effective communication with customers, proactive management of expectations, and timely resolution of issues to drive customer satisfaction. You will work cross-functionally with Operations, Planning, Supply Chain, Quality, and Commercial teams to ensure customer requirements are fully understood and delivered. This role also plays a key part in developing long-term customer relationships and supporting business growth through exceptional service delivery. Customer Relationship & Account Management Lead and develop a team of Customer Account and Customer Programme Managers across Civil, Military, and Marine sectors Act as the senior escalation point for customer concerns and critical issues Build and maintain strong, long-term customer relationships Ensure customer expectations on turnaround times, pricing, and service delivery are clearly defined and managed Conduct regular customer meetings and service reviews to drive continuous improvement Champion a “customer first” culture, ensuring SLA adherence and responsiveness Service Delivery & Programme Management Collaborate closely with Operations, Planning, and Supply Chain to align priorities and deliver on customer requirements Oversee execution of customer contracts and programmes, ensuring SLAs and contractual commitments are met Manage and resolve customer issues, complaints, and disputes effectively and professionally Leadership & Team Development Lead, mentor, and develop a high-performing customer services team Foster a collaborative, customer-centric culture Provide strategic direction to enhance customer management capability Drive alignment between customer services, commercial, revenue, and operational teams Process Improvement & Performance Management Monitor and report on key KPIs including on-time delivery, turnaround time, and customer satisfaction Identify and address service performance gaps, driving continuous improvement Report MRO performance to airframers in support of in-service support contracts Ensure compliance with aviation regulatory requirements and industry standards Commercial & Financial Responsibilities Support contract negotiations and pricing discussions to ensure commercial viability Partner with the PMO to onboard new customer accounts, licences, and acquisitions Manage warranty claims, contract variations, and additional service requests Ensure timely invoicing and resolution of billing discrepancies Support forecasting and annual budget planning, particularly MRO backlog and customer demand About You At Ontic, our culture is integral to how we deliver for our customers. We’re looking for a strong leader who combines customer focus with commercial awareness and operational understanding. Key Skills & Competencies Strong leadership experience managing multi-sector customer accounts Deep understanding of MRO operations and aviation regulatory frameworks Excellent communication and stakeholder management skills Strong commercial acumen, including contracts and P&L awareness Highly organised with the ability to prioritise across a complex customer base Experience with ERP/CRM systems (Infor Syteline, MS Dynamics advantageous) Confident handling complex or challenging customer situations Qualifications & Experience Bachelor’s degree in Business, Aviation, or a related field Significant experience in Customer Service, Account Management, or Programme Management within aviation/MRO Experience managing international customer accounts Proven leadership experience in Civil, Military, and/or Marine sectors Experience managing SLAs and contractual obligations Familiarity with aviation regulatory bodies (CAA, EASA, FAA) Knowledge of airframer support contracts (e.g. PSAA, GCP) Benefits At Ontic, we care about your financial, physical, and mental wellbeing. Our benefits support what matters most to you and promote a healthy work/life balance. Our benefits package includes: Up to 29 days annual leave plus Bank Holidays 10 hours paid volunteering time Annual goal share bonus scheme 24/7 Employee Assistance Program (EAP) Retail discounts and offers Best Place to Work We are more than the sum of our parts—and we’re recognised for it: Ranked 9 in Best Companies’ Q3 leaderboard for Best Manufacturing Company 72.5% of employees said they are proud to work at Ontic (2023 survey) We are a fast-paced business with ambitious growth plans; so if you are dedicated, enthusiastic and always seeking ways to improve, you'll enjoy a career with us!