Senior Customer Support Manager

Position: Senior Customer Support Manager (Contract)
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 requiredRate
£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
📧 (url removed)
📞 (phone number removed)