Customer Service Specialist

1 year FTC

£

Job purpose: Customer Service Specialist

We are seeking a proactive and customer-focused Customer Service Specialist to act as the primary operational contact for customers throughout complex service and maintenance projects. This role is responsible for delivering exceptional customer service by coordinating communications, managing operational updates, and ensuring customer expectations are met from project initiation through to completion.

Working closely with cross-functional teams including Operations, Engineering, Supply Chain, Quality and Commercial functions, you will help deliver successful customer outcomes while supporting continuous improvement initiatives.

Responsibilities: Customer Service Specialist

Customer Relationship Management

• Act as the primary operational point of contact for assigned customer projects.
• Build and maintain strong day-to-day customer relationships.
• Prepare customer reports, coordinate meetings and manage routine communications.
• Provide timely updates on project progress, delivery milestones, risks and operational changes.
• Escalate commercial or contractual matters to the appropriate stakeholders.
• Support the communication of quotations, estimates and invoicing where required.

Operational Coordination

• Coordinate customer-facing activities throughout the service lifecycle.
• Liaise with internal teams to monitor progress and manage delivery commitments.
• Coordinate documentation, logistics and operational activities required to support customer projects.
• Monitor delays, communicate impacts and ensure customer expectations are effectively managed.

Customer Issue Resolution

• Coordinate customer complaints, discrepancies and warranty or quality-related issues.
• Support cross-functional investigations and resolution activities.
• Track agreed actions through to completion while maintaining regular customer communication.

Continuous Improvement

• Develop effective working relationships across multiple business functions.
• Identify recurring customer issues and improvement opportunities.
• Support initiatives that improve customer satisfaction, operational performance and business efficiency.
• Promote collaboration, accountability and a customer-first

Skills / Experience: Customer Service Specialist

Essential

• Previous experience in Customer Service, Customer Support, Customer Operations or Customer Account Coordination.
• Experience managing multiple priorities in a fast-paced operational environment.
• Strong customer communication and stakeholder management skills.
• Experience coordinating operational activities and resolving customer issues.
• Competent user of ERP systems and Microsoft Office applications.

Desirable

• Experience within aerospace, engineering, manufacturing or a maintenance, repair and overhaul (MRO) environment.
• Understanding of operational delivery, supply chain processes and customer fulfilment.
• Awareness of quality and regulatory requirements within a technical or manufacturing environment.

Qualifications

• Degree in Business, Engineering, Aviation Management or a related discipline is desirable.
• Equivalent industry experience will also be considered.

Personal Attributes

• Customer-focused with a proactive approach.
• Excellent written and verbal communication skills.
• Strong organisational and time management abilities.
• Able to prioritise competing demands and adapt to changing priorities.
• Professional, diplomatic and confident communicator.
• Strong problem-solving and analytical skills.
• High attention to detail and commitment to accuracy.
• Collaborative team player who builds effective working relationships.
• Self-motivated, resilient and accountable.
• Comfortable working under pressure in a dynamic operational environment.

Working Arrangements

• Full-time, Monday to Friday.
• Occasional overtime may be required to support business needs.
• Some domestic and international travel may be required.
• Right to work in the UK is required.

Response Personnel, an independently owned company and experts in recruitment since 1997.

Specialists in Permanent, Temporary and Contract recruitment within a number of niche divisions and industries, including: Commercial, Industrial and Engineering sectors.

For information on other roles, we have available please call for further details.