Department: Customer Services / Operations
Reports to: P145 Operations Manager/Head of Technical Services
Location: Guernsey
Employment Type: Full-time

Role Purpose

The Customer Service Manager (CSM) is responsible for managing the customer interface from aircraft arrival into maintenance through to redelivery, ensuring a professional, efficient and transparent service.

The role acts as the primary liaison between aircraft owners/operators and internal departments, coordinating communication and follow-up to ensure customer expectations are met while supporting operational efficiency, regulatory compliance, and commercial objectives.

Key Responsibilities

Customer Relationship Management

• Build and maintain strong professional relationships with aircraft owners and operators.
• Act as the primary point of contact for customers throughout the maintenance lifecycle.
• Ensure all customer communications are clear, timely, accurate, and professional.

Planning & Coordination

• Liaise closely with Planning and Engineering to confirm capacity, manpower, and scheduling for upcoming work.
• Monitor progress of live work orders and proactively communicate updates, changes, or delays to customers.
• Coordinate additional works, variations, and customer approvals during maintenance events.
• Support and coordinate customer site visits as required.

Financial & Commercial Support

• Support the Finance team with customer billing queries, estimate-to-invoice alignment, and cost clarifications.
• Raise accurate cost estimates and quotations for upcoming, proposed and requested works, in-line with CAMO supplied work orders, internal works orders and customer requests.
• Manage the MRO sales pipeline, customer visit schedules, and provide weekly sales activity reporting.
• Own and nurture customer relationships through effective account management, ensuring post-input customer satisfaction. Understand client requirements and coordinate with technical teams to deliver tailored maintenance solutions.
• Assist with resolution of invoice disputes in a professional and timely manner.
• Manage and complete Cirrus warranty claims process.

Regulatory & Quality Compliance

• Ensure customer-facing activities are conducted in accordance with Part-145 requirements, internal procedures, and quality standards.
• Support audits and quality reviews where customer processes or records are involved.

Internal Communication & Administration

• Coordinate internally to ensure effective information flow effectively between Planning, Engineering, Finance and Quality departments.
• Maintain accurate customer records, correspondence and documentation.
• Contribute to continuous improvement of customer service processes and documentation.

Key Skills & Competencies

• Strong customer-focused mindset with excellent interpersonal and communication skills
• Highly organised with the ability to manage multiple tasks and competing priorities
• Commercial awareness with strong attention to financial detail
• Confident liaising across multiple departments and senior stakeholders
• Calm, professional, and solution-focused under pressure
• Strong written communication skills (emails, estimates, reports)

Knowledge & Experience

Essential:

• Experience in a customer service,coordination, or account management role
• Strong administrative and organisational skills
• Competent IT skills (maintenance systems, email, spreadsheets, databases)

Desirable:

• Experience within an aviation maintenance or regulated environment
• Familiarity with aircraft maintenance workflows and terminology
• Working knowledge of Part-145 or similar regulatory frameworks

Qualifications

• Relevant experience considered in lieu of formal qualifications
• Aviation-related training or customer service qualifications desirable but not essential

Behavioural Expectations

• Acts with professionalism, integrity, and discretion at all times
• Represents the company positively to customers and external stakeholders
• Demonstrates accountability and ownership of customer issues
• Works collaboratively to support safe, compliant, and efficient operations