Ontic, a leading licensor and manufacturer of complex engineering parts for the global aerospace and defence industries, are recruiting for a strategic and customer-focused Head of Customer Services, MRO Europe to lead customer service excellence across our MRO business unit in Tewkesbury.
This is a critical leadership role responsible for shaping and delivering an outstanding customer experience, ensuring strong relationships, effective service delivery, and continued business growth across Civil, Military, and Marine sectors.
Ontic is more than just a business were a community of innovators who pride ourselves on fostering a culture where talent thrives, ideas flourish, and careers are built. Were committed to excellence, continuously improving and adapting to remain at the forefront of our industry.
Job Purpose
As Head of Customer Services – MRO Europe, you will be responsible for overseeing and enhancing the end-to-end customer experience within the MRO business unit. You will ensure effective communication with customers, proactive management of expectations, and timely resolution of issues to drive customer satisfaction.
You will work cross-functionally with Operations, Planning, Supply Chain, Quality, and Commercial teams to ensure customer requirements are fully understood and delivered. This role also plays a key part in developing long-term customer relationships and supporting business growth through exceptional service delivery.
Customer Relationship & Account Management
Lead and develop a team of Customer Account and Customer Programme Managers across Civil, Military, and Marine sectors
Act as the senior escalation point for customer concerns and critical issues
Build and maintain strong, long-term customer relationships
Ensure customer expectations on turnaround times, pricing, and service delivery are clearly defined and managed
Conduct regular customer meetings and service reviews to drive continuous improvement
Champion a “customer first” culture, ensuring SLA adherence and responsiveness
Service Delivery & Programme Management
Collaborate closely with Operations, Planning, and Supply Chain to align priorities and deliver on customer requirements
Oversee execution of customer contracts and programmes, ensuring SLAs and contractual commitments are met
Manage and resolve customer issues, complaints, and disputes effectively and professionally
Leadership & Team Development
Lead, mentor, and develop a high-performing customer services team
Foster a collaborative, customer-centric culture
Provide strategic direction to enhance customer management capability
Drive alignment between customer services, commercial, revenue, and operational teams
Process Improvement & Performance Management
Monitor and report on key KPIs including on-time delivery, turnaround time, and customer satisfaction
Identify and address service performance gaps, driving continuous improvement
Report MRO performance to airframers in support of in-service support contracts
Ensure compliance with aviation regulatory requirements and industry standards
Commercial & Financial Responsibilities
Support contract negotiations and pricing discussions to ensure commercial viability
Partner with the PMO to onboard new customer accounts, licences, and acquisitions
Manage warranty claims, contract variations, and additional service requests
Ensure timely invoicing and resolution of billing discrepancies
Support forecasting and annual budget planning, particularly MRO backlog and customer demand
About You
At Ontic, our culture is integral to how we deliver for our customers. We’re looking for a strong leader who combines customer focus with commercial awareness and operational understanding.
Key Skills & Competencies
Strong leadership experience managing multi-sector customer accounts
Deep understanding of MRO operations and aviation regulatory frameworks
Excellent communication and stakeholder management skills
Strong commercial acumen, including contracts and P&L awareness
Highly organised with the ability to prioritise across a complex customer base
Experience with ERP/CRM systems (Infor Syteline, MS Dynamics advantageous)
Confident handling complex or challenging customer situations
Qualifications & Experience
Bachelor’s degree in Business, Aviation, or a related field
Significant experience in Customer Service, Account Management, or Programme Management within aviation/MRO
Experience managing international customer accounts
Proven leadership experience in Civil, Military, and/or Marine sectors
Experience managing SLAs and contractual obligations
Familiarity with aviation regulatory bodies (CAA, EASA, FAA)
Knowledge of airframer support contracts (e.g. PSAA, GCP)
Benefits
At Ontic, we care about your financial, physical, and mental wellbeing. Our benefits support what matters most to you and promote a healthy work/life balance.
Our benefits package includes:
Up to 29 days annual leave plus Bank Holidays
10 hours paid volunteering time
Annual goal share bonus scheme
24/7 Employee Assistance Program (EAP)
Retail discounts and offers
Best Place to Work
We are more than the sum of our parts—and we’re recognised for it:
We are a fast-paced business with ambitious growth plans; so if you are dedicated, enthusiastic and always seeking ways to improve, youll enjoy a career with us!
