We are recruiting on behalf of a leading aerospace organisation for a Customer Operations & Service Specialist to support a high-performing Landing Gear MRO business. This role acts as the key operational liaison between global airline, leasing, and trading customers and internal delivery teams, ensuring seamless communication and coordination throughout the MRO event lifecycle.
You will work closely with Account Management, MRO Event Management, Engineering, Operations, Quality, Supply Chain, and Finance teams to ensure customer expectations are met, delivery commitments are clearly communicated, and service excellence is consistently achieved.
Key Responsibilities:
Customer Communication & Relationship Management
- Act as the primary operational contact for assigned MRO customer events.
- Build and maintain strong day-to-day relationships with customers.
- Deliver clear, timely, and professional customer communications across all stages of the MRO process.
- Prepare and issue customer status reports and coordinate customer meetings.
- Communicate operational progress, milestones, risks, and delivery updates.
- Support communication of quotations, cost estimates, and invoices.
- Escalate commercial or contractual matters to Account Management where required.
MRO Event Coordination
- Coordinate customer-facing activities throughout the MRO lifecycle.
- Work closely with internal teams to monitor progress and identify delivery risks.
- Coordinate induction, shipping, documentation, and other operational requirements.
- Track operational delays and communicate impacts to customers in a timely manner.
- Ensure customer requirements are clearly understood and delivered wherever possible.
Issue Resolution & Customer Support
- Manage customer complaints, discrepancies, warranty claims, and quality investigations in line with procedures.
- Coordinate cross-functional resolution of operational issues affecting customers.
- Track corrective actions through to completion and ensure customer updates are maintained.
Continuous Improvement
- Identify recurring customer issues and support root cause analysis.
- Contribute to continuous improvement initiatives across customer service and operational processes.
- Promote collaboration and a strong customer-focused culture across the business.
Skills & Experience Required:
- Previous experience in Customer Service, Customer Operations, Customer Support, or Account Coordination (aerospace or MRO experience highly desirable).
- Strong understanding of aerospace MRO or complex operational environments.
- Experience working with ERP systems and Microsoft Office (Excel, Outlook, PowerPoint).
- Proven ability to manage multiple priorities in a fast-paced environment.
- Strong stakeholder management and communication skills across technical and non-technical audiences.
- Experience supporting operational delivery, issue resolution, and customer communication.
- Commercial awareness within a service or operations-driven business.
Education:
- Degree in Business, Engineering, Aviation Management, or a related field preferred.
- Equivalent industry experience within aerospace or MRO will also be considered.
Personal Attributes:
- Customer-focused with a proactive and solutions-driven mindset.
- Strong communicator with a professional and diplomatic approach.
- Highly organised with excellent attention to detail.
- Able to work independently and collaboratively across teams.
- Resilient, adaptable, and comfortable working in a dynamic environment.
- Continuous improvement mindset with a focus on operational excellence.
Additional Information:
- No direct reports
- Monday to Friday working pattern (38 hours per week)
- May require overtime and occasional international travel at short notice
- Must have unrestricted right to work in the UK
- Mandatory training will be provided