PBH Customer Service Manager

Job descriptionThe opportunityJoin AJW as our PBH Customer Service Manager and play a key part in driving operational excellence and strategic leadership across our Power-by-the-Hour this pivotal role youll oversee end-to-end delivery of PBH services ensuring contractual compliance optimising performance and enhancing customer satisfaction. Youll lead a talented team manage complex stakeholder relationships and shape innovative solutions that strengthen AJWs position as a trusted partner in aviation support.Responsibilities include:Lead and manage a PBH customer service team to deliver world class service to all customers in order to achieve and exceed contracted service level obligations.Responsible for the operational performance in line with the Contracted service levelsResponsible for reviewing the financial performance reviews for the PBH customer portfolioManage the customer service team resolving any day-to-day performance issuesEnsure performance is maximised through corrective action and continuous improvement.Driving automationEnsure opportunities are maximised in order to drive profitability and ensure defined targets (KPIs) are met or exceeded.Monitor KPI performance of the contracts as well as the team.Ensure customer relations are managed and developed to ensure contractual service levels are delivered. Identify additional opportunities to ensure we are the customers preferred partner of choice.Manage regular operational customer reviews including face to face visits and conference callsContractual interpretation and explanation to other team members and departments.Continued support for the Commercial team on existing and future contracts.Identify areas for improvement to enhance customer service and business performanceJob requirementsAbout you Essential:Exceptional customer service orientation with a track record of bulding strong client relationshipsStrong commercial acumenProven experience in leading and managing teams including performance management and talent developmentStrong strategic thinking and decison-making skills to align PBH operations with business objectivesExperience in aircraft component support inventory planning and mainetenance schedulingIn-depth knowledge of PBH programs including contract management and operational deliveryExcellent communication and negotiation skills both written and verbalWhy join us We are AJW. We connect supply and deliver. Were proud to be part of an industry that connects the world. At AJW were more than just a businesswere a global team shaping the future of aviation. We connect supply and deliver to keep the world moving and we invest in the people who make it happen. When you join us youll be part of an innovative supportive and inclusive workplace where you can grow and thrive. Heres what we offer:A team fun budget to bring colleagues together.Free access to LinkedIn Learning to support your development.Opportunities to take part in charity events volunteering and community projects.A modern office with an onsite gym bike-to-work scheme and a great restaurant.A discretionary bonus and private healthcare.Relocation support if youre moving closer to our HQ.We encourage five days a week in the office to strengthen teamwork collaboration and development. However we understand personal circumstances vary and we support flexibility where needed. Some roles may require more in-office presence to meet business needs but were committed to finding the right balance for our team. Watch the video below to discover who we are what we do and why AJW could be the perfect place for your next career move.To recruitment agencies: AJW Group will not accept unsolicited or speculative agency CVS and will not be responsible for any fees related to unsolicited CVs.All doneYour application has been successfully submittedOther jobsRequired Experience:Manager Key Skills Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking Employment Type : Full-Time Experience: years Vacancy: 1