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