Customer Support Specialist - Aviation

Great businesses don't just serve customers - they build trusted partnerships through every interaction, every order, and every solution. By delivering outstanding service, maintaining clear communication, and working collaboratively across the business, they create lasting customer relationships while ensuring operations run smoothly from enquiry to delivery.

As a Customer Support Specialist – Aviation, you'll be the central point of contact for customers within your region, combining exceptional organisation, commercial awareness, and relationship-building skills to deliver a seamless customer experience. From managing customer orders and coordinating internal teams to resolving issues and driving continuous improvement, you'll play a vital role in ensuring our customers receive the service and support they expect at every stage of their journey.

In this role you will:

• Act as the primary point of contact for Aviation customers within your region, building trusted relationships through clear, responsive, and professional communication.
• Manage customer orders from quotation through to despatch, ensuring customer requirements are met while proactively communicating progress and resolving any issues or delays.
• Collaborate closely with Sales, Operations, Quality, Technical, Laboratory, Warehouse, Shipping, Finance, and Colour teams to deliver an outstanding end-to-end customer experience.
• Coordinate customer projects, sample requests, technical orders, product administration, and project plans, ensuring all activities are delivered accurately and on time.
• Manage key financial processes including quotations, proformas, invoicing, credits, payments, and customer portal administration while supporting effective risk management.
• Maintain accurate customer records, KPI reporting, CRM updates, and planning documentation to support informed decision making and operational excellence.
• Act as the voice of the customer by coordinating responses to quality concerns, supporting customer audits and visits, and driving effective communication across internal teams.
• Champion continuous improvement by identifying opportunities to streamline processes, improve customer service, reduce inefficiencies, and strengthen collaboration across the business.

You're someone who understands that exceptional customer service is about far more than processing orders. You build strong relationships, communicate with confidence, and work collaboratively to ensure customers receive the highest level of service while supporting operational success across the business.

• You have experience in a customer support, customer service, sales support, or operational coordination role, ideally within manufacturing, aviation, automotive, textiles, or another fast-paced industry.
• You possess excellent communication skills, building positive relationships with customers and colleagues at all levels.
• You are highly organised, able to manage multiple priorities while maintaining exceptional attention to detail.
• You enjoy working collaboratively across different departments to solve problems and deliver the best possible customer outcomes.
• You demonstrate strong commercial awareness and understand the importance of balancing customer expectations with operational requirements.
• You are confident using business systems such as CRM, Microsoft Office, Power BI, or ERP systems to manage information and monitor performance.
• You take a proactive approach to problem solving, identifying opportunities to improve processes and enhance the customer experience.
• Above all, you're customer focused, adaptable, resilient, and passionate about delivering an outstanding service every day.

The impact you will have:

You will play a key role in strengthening relationships with our Aviation customers by ensuring every interaction is professional, responsive, and focused on delivering an exceptional customer experience. Your ability to coordinate activities across multiple departments will help ensure orders progress efficiently, projects remain on track, and customers receive accurate information and timely support.

By acting as the voice of the customer, you'll help improve collaboration between commercial and operational teams, enabling faster problem solving, stronger communication, and more effective decision making. Your contribution will also support continuous improvement initiatives that enhance efficiency, reduce waste, and improve the overall customer journey.

Through your work, you'll help create an environment where customer service is more than simply responding to enquiries - it is embedded into everything we do, strengthening partnerships, supporting operational excellence, and delivering the high standards our customers expect.

What’s in it for you:

You’ll benefit from a comprehensive rewards package designed to support your wellbeing, financial security, and career development. This includes a company pension, life assurance, company sick pay, enhanced annual leave that increases with service, and access to a health and wellbeing programme alongside an Employee Assistance Programme with private GP services. You’ll also have opportunities to grow through coaching, training, and development support, plus practical perks such as cycle to work and electric vehicle schemes, free on-site parking, and access to a range of retail discounts.

We believe our strength comes from our people. We value diversity, encourage development, and create an environment where everyone can thrive.

Ready to be part of the story?

If you're passionate about delivering exceptional customer service, enjoy building strong relationships, and thrive in a fast-paced environment where no two days are the same, we'd love to hear from you.