Customer Service Specialist/Project Manager

Customer Service Specialist/Project Manager - Aviation

£30,000 - £32,000
Hayes | On-site (Hybrid after probation) | Full Time

Are you an experienced Customer Service, Customer Support or Account Coordination professional with a background in aerospace or aviation? Do you enjoy building strong customer relationships while coordinating complex engineering and maintenance activities?

We are supporting a leading aerospace organisation in the search for a Customer Service Specialist to join their Landing Gear MRO team. This is a fantastic opportunity to work with global airline customers, aircraft leasing companies and aviation partners, acting as the key operational contact throughout the maintenance, repair and overhaul (MRO) process.

The Opportunity

As the Customer Service Specialist, you'll be the primary operational liaison between customers and internal teams, ensuring clear communication, efficient coordination and exceptional customer service throughout each MRO event.

Working closely with Account Managers, Event Managers, Engineering, Operations, Supply Chain and Quality, you'll play a vital role in ensuring customer expectations are met while helping deliver complex aerospace projects on time.

Key Responsibilities
- Act as the primary operational point of contact for assigned customer MRO events.
- Build and maintain strong day-to-day relationships with customers.
- Prepare customer status reports and coordinate regular progress meetings.
- Provide timely updates on operational progress, delivery milestones and project risks.
- Coordinate customer-facing activities throughout the full MRO lifecycle.
- Work closely with Engineering, Production, Supply Chain, Logistics and Quality to ensure customer commitments are achieved.
- Coordinate inductions, shipping activities and supporting documentation.
- Monitor project progress and proactively communicate delays or changes.
- Coordinate customer queries, complaints, warranty claims and quality investigations.
- Support cross-functional teams to resolve operational issues efficiently.
- Identify recurring issues and contribute towards continuous improvement initiatives.
- Maintain accurate records using ERP systems and Microsoft Office.

What We're Looking For

- Previous experience within Customer Service, Customer Support, Customer Operations or customer Account Coordination.
- Aerospace, Aviation or MRO industry experience (highly desirable).
- Experience managing multiple customer requirements within a fast-paced operational environment.
- Strong stakeholder management skills with the ability to communicate confidently across all levels.
- Experience using ERP systems alongside Microsoft Office (Excel, Outlook & PowerPoint).
- Excellent organisation, planning and time management skills.
- Strong attention to detail and problem-solving ability.
- The confidence to communicate technical or operational information clearly to customers.

Desirable Experience
- Knowledge of aircraft maintenance (MRO) processes.
- Understanding of aerospace supply chains.
- Familiarity with quality and regulatory standards within aviation.
- Degree in Business, Engineering, Aviation Management or a related discipline (or equivalent industry experience).

What's on Offer
- Opportunity to work with a globally recognised aerospace business.
- Exposure to major airlines, aircraft lessors and aviation operators worldwide.
- Collaborative environment working alongside Engineering, Operations, Supply Chain and Commercial teams.
- Genuine opportunities for career development within a growing aerospace organisation.
- International travel opportunities as part of the role.

Eligibility

Applicants must have the unrestricted right to live and work in the UK. Sponsorship is not available for this position
Only candidates based in UK and eligible to work in UK are allowed