Ontic, a leading licensor and manufacturer of complex engineering parts for the global aerospace and defence industries, are now recruiting for a Customer Services Manager to join our MRO Europe business. This role will be based at our newly created Ontic Tewkesbury site but travel between all of our Gloucestershire sites should be expected.
Ontic is a more than just a business, we’re a community of innovators who pride ourselves on fostering a culture where talent thrives, ideas flourish, and careers are built. We’re committed to excellence, driving us to continuously improve and adapt, ensuring that we remain at the forefront of our industry.
The Role:
You’ll ensure that communication between the MRO business unit and Ontic’s customers are maintained, that service expectations are proactively managed, issues are resolved and driving customer satisfaction.
The role will involve close collaboration with internal teams, including Operations, Planning, Supply Chain and Quality to ensure that customer requirements are interpreted and followed through. Additionally, the Customer Services Manager will play a key role in fostering long-term customer relationships and supporting growth through exceptional service management.
For an initial period of 12 months this role will have responsibility across 2 sites before transitioning full-time to 1 site.
About you:
At Ontic, our culture is integral to making sure we enjoy our work and deliver for our customers. While we look for the right skillset, we’re also looking for someone who will thrive within our recognition and empowerment culture.

Key Skills & Competencies

• Strong leadership skills with experience of managing multi-sector (Civil, Military, and Marine) customer accounts.
• Deep understanding of MRO operations, aviation regulations, and customer service best practices.
• Excellent interpersonal and communication skills to establish and maintain credibility.
• Commercial acumen with experience in the administration of contracts, disputes and profit and loss centre accounts.
• Strong organizational skills, able to balance and prioritise a diverse customer base and internal workloads.
• Proficiency in Infor Syteline ERP and MS Dynamics CRM advantageous.
• Demonstrated experience of leading difficult conversation to a positive outcome

Qualifications & Experience

• Bachelor’s degree in Business, Aviation or a related field.
• Minimum of 7 years’ experience in Customer Service, Account Management, or Programme Management within an aviation or MRO environment preferred.
• Experience of managing international customer accounts
• Experience leading teams and managing customer relationships in Civil, Military, and Marine sectors preferred.
• Experience in managing service-level agreements (SLAs) and contractual obligations across a diverse customer base.
• Familiarity with UK CAA, EASA, FAA, or other relevant aviation regulatory requirements.
• Knowledge of airframer in-service support contracts e.g., PSAA and GCP.

Benefits
At Ontic we care about your financial, physical, and mental wellness so we offer a range of benefits to support this, we care about what matters to you and have a valued culture of recognition and empowerment, accompanied by benefits that support work/life balance.

Our benefits package highlights include:

• Up to 29 days paid holiday plus Bank Holidays
• 10 hours paid volunteering time
• Annual goal share bonus scheme for all employees
• 24/7 Employee Assistance Program (EAP)
• Discounts and offers from a range of retailers

Best place to work

We are more than the sum of our parts. And we’ve been recognised internally and externally for being so:

• We were ranked #9 in Best Companies’ Q3 leaderboard for Best Manufacturing Company based on our employee feedback
• 72.5% of employees who took part in our 2023 employee satisfaction survey said they are proud to work at Ontic

No day is the same at Ontic; we have doubled in size over the last couple of years and are still in rapid growth. We attribute our success to empowering colleagues to create the opportunity, fostering an environment of autonomy where we ask for forgiveness, not permission.
Our values

Our values are intrinsic to everything we do:

• We share a common sense - we’re a global family of specialists with a shared passion for precision.
• We have the freedom to choose - we’re challengers and innovators with the freedom to think differently and challenge the status quo.
• We create the opportunity - we’re change-makers with a clear direction and can-do spirit.

We are a fast-paced business with ambitious growth plans; so if you are dedicated, enthusiastic and always seeking ways to improve, you’ll enjoy a career with us

Please refer the Job description for details