Customer Service Manager

JOB DESCRIPTION Customer Service Manager 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,c oordination, 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 Contact name for applications : Jon Gallagher Website: www.flyasg.co.uk Email address for applications: jon@flyasg.co.uk Phone number for applications: +44 (0) 1481 265750 Postal address for applications: Aircraft Servicing (Guernsey) Ltd West Grass Hangar La Planque Lane, Forest Guernsey GY8 0DS