PBH Customer Service Manager

The opportunity

Join AJW as our PBH Customer Service Manager and play a key part in driving operational excellence and strategic leadership across our Power-by-the-Hour programs. In this pivotal role, you’ll oversee end-to-end delivery of PBH services, ensuring contractual compliance, optimising performance, and enhancing customer satisfaction. You’ll lead a talented team, manage complex stakeholder relationships, and shape innovative solutions that strengthen AJW’s position as a trusted partner in aviation support.

Responsibilities include:

• Lead and manage a PBH customer service team to deliver world class service to all customers in order to achieve and exceed contracted service level obligations.

• Responsible for the operational performance in line with the Contracted service levels

• Responsible for reviewing the financial performance reviews for the PBH customer portfolio

• Manage the customer service team resolving any day-to-day performance issues

• Ensure performance is maximised through corrective action and continuous improvement.

• Driving automation

• Ensure opportunities are maximised in order to drive profitability and ensure defined targets (KPI’s) are met or exceeded.

• Monitor KPI performance of the contracts as well as the team.

• Ensure customer relations are managed and developed to ensure contractual service levels are delivered. Identify additional opportunities to ensure we are the customer’s preferred partner of choice.

• Manage regular operational customer reviews including face to face visits and conference calls

• Contractual interpretation and explanation to other team members and departments.

• Continued support for the Commercial team on existing and future contracts.

• Identify areas for improvement to enhance customer service and business performance

Requirements

About you

Essential:

• Exceptional customer service orientation, with a track record of bulding strong client relationships

• Strong commercial acumen

• Proven experience in leading and managing teams, including performance management and talent development

• Strong strategic thinking and decison-making skills to align PBH operations with business objectives

• Experience in aircraft component support, inventory planning, and mainetenance scheduling

• In-depth knowledge of PBH programs, including contract management and operational delivery

• Excellent communication and negotiation skills, both written and verbal

Why join us?

We are AJW. We connect, supply, and deliver. We’re proud to be part of an industry that connects the world.

At AJW, we’re more than just a business—we’re a global team shaping the future of aviation. We connect, supply, and deliver to keep the world moving, and we invest in the people who make it happen. When you join us, you’ll be part of an innovative, supportive, and inclusive workplace where you can grow and thrive. Here’s what we offer:

• A team fun budget to bring colleagues together.

• Free access to LinkedIn Learning to support your development.

• Opportunities to take part in charity events, volunteering, and community projects.

• A modern office with an onsite gym, bike-to-work scheme, and a great restaurant.

• A discretionary bonus and private healthcare.

• Relocation support if you're moving closer to our HQ.

We encourage five days a week in the office to strengthen teamwork, collaboration, and development. However, we understand personal circumstances vary, and we support flexibility where needed. Some roles may require more in-office presence to meet business needs, but we’re committed to finding the right balance for our team.

Watch the video below to discover who we are, what we do, and why AJW could be the perfect place for your next career move.

To recruitment agencies: AJW Group will not accept unsolicited or speculative agency CV’S and will not be responsible for any fees related to unsolicited CVs.