Senior Customer Support Manager

Senior Customer Support Management Professional Project-Based Contract (6–12 Months)
Location: Yeovil – Hybrid (typically 3 days on-site, 2 remote; increased on-site during onboarding)
Reporting to: Senior Project Manager – Transformation Projects

An established aerospace and industrial organisation is seeking an experienced Senior Customer Support Management Professional to support a high-visibility transformation programme. This is a project-based contract role suited to a confident, customer-focused professional who thrives in complex, fast-paced environments and is comfortable operating with a high degree of autonomy.

The role will act as the primary liaison for a key customer escalation, working closely with the customer and coordinating internally across Supply Chain, Engineering, and Programme teams, as well as with external partners such as Ontic. Approximately 60–70% of the role will be customer-facing, with the remainder focused on internal coordination and delivery.
Key Responsibilities Customer Engagement & Programme Delivery

• Lead day-to-day customer relationship management, ensuring high levels of service delivery and satisfaction.
• Act as the primary point of contact for customer escalations, supporting recovery plans, communication flow, and expectation management.
• Build strong, trusted working relationships with customer stakeholders and external partners.

Operational & Supply Chain Coordination

• Drive internal supply chain engagement to support customer commitments, programme milestones, and on-time delivery.
• Liaise proactively with site-based and cross-functional teams to ensure alignment on priorities and risk mitigation.
• Support sourcing and procurement-related coordination where required.

Process Improvement

• Identify gaps in existing customer support and operational processes, recommending or implementing improvements.
• Contribute to continuous improvement and operational excellence initiatives across customer support and programme delivery.

Programme Leadership & Reporting

• Operate with minimal supervision, taking ownership of actions and driving them through to completion.
• Support project reporting, tracking, and governance activities.
• Provide clear, timely updates to the Senior Project Manager and leadership stakeholders.

Essential Experience

• Minimum 3 years’ experience in Customer Support Management or a similar customer-facing operational or programme role.
• Strong organisational skills with the ability to work independently and manage multiple priorities.
• Experience working with ERP systems (SAP strongly preferred).
• Proven ability to build effective relationships with customers, suppliers, and internal stakeholders.
• Comfortable working in a fast-paced, change-driven environment.

Desirable

• Degree in Business Administration, Supply Chain, Engineering, or a related discipline.
• Aerospace or industrial sector experience.
• Exposure to procurement, sourcing, or supply chain functions.
• Strong problem-solving and decision-making capability.
• High emotional intelligence and excellent communication skills.
• A genuine passion for customer service and continuous improvement.

Contract & Working Pattern

• 6–12 month contract
• 37 hours per week, core hours 09:00–16:00 (flexibility expected for customer or travel needs)
• Hybrid working model with increased on-site presence during onboarding and key programme phases
• Occasional UK travel to customers and suppliers may be required

Rate

• £24–£30 per hour, depending on experience and ability to add immediate value

To apply or to discuss the role in confidence, please contact:
Ian at Holt Engineering
📧 ian.broadhurst@holtengineering.co.uk
📞 07734 406 996