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about 1 year ago
Monarch Aircraft Engineering
Location: Birmingham, Dudley, Wolverhampton, Coventry, Sutton Coldfield
Job type: Permanent
Contact: Gemma Le-Surf
Category: Admin Jobs, Customer Service Jobs

We are currently recruiting for a Customer Support Executive to join our expanding team at our modern Birmingham facilities. This exciting opportunity will be reporting directly to the Customer Services Manager. The key responsibilities of the Customer Support Executive will be to ensure that all base maintenance activity relating to customers aircraft inputs are effectively and accurately administered and executed in accordance with the relevant agreements to the satisfaction of both the Customer and Monarch Aircraft Engineering whilst simultaneously ensuring that our customers have the best possible experience whilst their aircraft are in the facility. 

Customer Support Executive - Birmingham

  • Ensure the welfare of the onsite customer representative is maintained ensuring a friendly and professional environment.
  • Ensure offices are made available for the customer representatives to base themselves and ensuring all communication, IT and usual customer comforts are provided, tea and coffee
  • Maintain commercial awareness in all dealings to establish fair outcomes whilst always remembering and considering the overall objectives.
  • Participate actively in the Team-working Principals established with the Account manager and other colleagues to enable seamless transition of information upstream and downstream with the team.
  • Issues are dealt with proactively rather than reactively.
  • Exercise a positive influence on the effect of all your actions on your colleagues, our processes, products and services.
  • Working closely with Maintenance Management including Crew Chiefs ensuring all customer views, issues and concerns are raised and addressed, whilst at all times considering the commercial implication
  • Customer Invoices are produced accurately at all times.
  • Ensure all customer requests, commercial aspects and contractual matters are discussed and understood.
  • Ensure customer satisfaction both external and internal by at all times keeping them informed of progress and projected response times to issues raised by providing routine check reports.
  • Uphold at all times “Customer facing” principals to maintain professional but friendly relationships with customers.
  • Regularly entertain customer representatives at lunch time or occasionally during the evening.

The successful Customer Support Executive based in Birmingham will have the following attributes:

  • Demonstrable Experience within Customer Service / Accountant management, ideally with Blue chip organisations.

  • Demonstrable commitment to own personal development – skills and knowledge acquisition

  • Excellent interpersonal skills

  • Technical expertise relevant to commercial aircraft maintenance  and engineering would be advantageous

  • Strong time management and organisational skills

  • Knowledge of operational processes 

  • Strong analytical skills

  • Strong interpersonal skills

  • Ability to work and thrive in a high pressure environment that frequently requires attention outside of normal office hours

  • Self-motivated – achieve objectives by working to your own initiative

  • Excellent communication and influencing skills at all levels

  • Strong team player and exceptional individual contributor

  • Excellent conflict resolution skills, and the ability to remain calm under pressure

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