Aircraft Maintenance Customer Representative

Job Title: Aircraft Maintenance Customer Representative

Location: St Athan, Barry

Employment Type: Permanent

Start Date: Immediate

Shifts: 44 hours, Monday to Thursday: 7am-4:30pm and Fridays: 7am-3:30pm

Benefits:

• Competitive Salary: Up to £40,000 DOE
• Annual Leave: 25 days plus bank holidays – plus on occasion, discretionary annual leave days given by executive team Alternating
• Private Medical Care
• Company Annual Bonus
• Company Pension Plan

About the Role

Aircraft Maintenance Customer Representative serves as the strategic and operational interface between the Part-145 maintenance organisation and its airline, leasing, or asset management customers. Operating within a complex environment involving aircraft storage, return-to-service (RTS), heavy maintenance, or disassembly, the Customer Representative plays a pivotal role in customer satisfaction, operational transparency, and commercial accountability.

Key Responsibilities

This role goes beyond reactive support, proactively anticipating customer needs, mitigating friction, and ensuring all stakeholder touchpoints are optimised for both technical accuracy and professional rapport. The representative will drive continuous improvement initiatives across communication workflows, commercial authorisations, and customer experience delivery.

Other duties involve:

Customer Interface & Stakeholder Engagement

• Act as the primary on-site liaison and single point of contact (SPOC) for all visiting customer representatives.
• Ensure completion of all customers pre-arrival formalities with the relevant authorities prior to aircraft arrival.
• Lead pre-arrival planning with internal teams to ensure readiness, including schedule coordination, office preparation, and access arrangements.
• Facilitate regular customer engagement sessions, progress reviews, and feedback discussions throughout the aircraft maintenance lifecycle.
• Manage and escalate customer concerns diplomatically, maintaining a balance between customer satisfaction and regulatory or organisational priorities.

• Collaborate with CAMO and customer quality teams to support audits, resolve findings, and provide technical clarifications.

• Commercial & Scope Control

• Oversee the full Additional Work Request (AWR) process, including technical review, commercial justification, and customer approval.

• Manage scope changes effectively to prevent scope creep and ensure accurate and timely financial reconciliation.
• Track and verify labour hours, material usage, and downtime impacts associated with AWRs in coordination with Planning and Commercial teams.

• Participate in customer contract handover meetings to understand service level agreements (SLAs), commercial terms, and cost sensitivities.

• Customer Office & Facility Management

• Take ownership of all customer-facing facilities, ensuring office space, IT access, and health and safety compliance are maintained.

• Implement and manage structured facility booking systems using Microsoft Outlook or digital tools for efficient workspace allocation.

• Conduct regular reviews of customer-facing infrastructure, identifying and escalating improvement opportunities.

• Reporting, Documentation & Governance

• Maintain a centralised record of all customer interactions, issues raised, approvals, and project milestones.

• Prepare and support documentation including:
• Weekly dashboards with schedule updates, open AWRs, risk areas, and key actions.
• End-of-project reconciliation packs, including final signed-off work scope and cost documentation.

• Inputs for regulatory and customer audits, ensuring full traceability and compliance with Part-145 and MOE requirements.

• Logistics & VIP Support

• Coordinate logistical support for visiting customer personnel, including gate access, parking, accommodation, and catering.

• Manage VIP visits (e.g., airline executives, lessors, or aviation authorities) with professionalism, attention to detail, and a strong focus on brand representation.

Candidate Requirements

• Able to interface professionally with both technical teams and executive stakeholders
• Understands cost drivers, customer contract terms, and how to manage additional
• work for maximum recovery.
• Capable of handling multiple customers, conflicting priorities, and operational time
• pressures without compromising on detail.
• Takes initiative to identify risks or delays early and resolve them collaboratively
• Previous experience in a customer-facing role within a Part-145, MRO, or airline engineering environment.
• Working knowledge of EASA/UK CAA Part-145 and Part-M/CAMO frameworks and commercial maintenance practices

Why Work with JMC Aviation?

At JMC Aviation, we specialise in aviation recruitment across engineering services and training to airlines, MROs and OEMs, leasing and asset management companies, and component overhaul organisations. With deep industry knowledge and a global network, we match the right talent to the right roles — contract or permanent.

• Industry-leading compliance support
• Fast onboarding and documentation assistance
• Dedicated recruitment consultant
• Placements across the globe
• Extensive experience and knowledge of the aviation sector

How to Apply

Submit your up-to-date CV, along with copies of right to work documents

Compliance & Equal Opportunities

JMC Aviation is committed to equal opportunity and diversity in the workplace. All applicants will be considered based on merit, qualification, and business need, regardless of age, gender, nationality, or background. We operate in full compliance with global aviation recruitment regulations.

GDPR In applying for the above position and sharing your personal data with JMC Aviation Limited, you acknowledge that your personal data will be processed in accordance with our Privacy Policy (found on our website).

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