Head of Customer Services

Scope and Responsibilities

  •  Management of the Customer Services team, driving team KPI’s through customer satisfaction/Scorecards.
  • To manage customer escalation, providing support to the customer service team when required.
  • To host, facilitate and support on and off site customer meetings.
  • To chair weekly production meetings in partnership with the operations team to review customer orderbooks and identify potential issues to the business.
  • To be the operational single point of contact for assigned customers.
  • In partnership with the MRPC Planner, provide the principal interface between the Supply Chain Management team and the Operations teams.
  • To ensure the maintenance of the Sales Orders in accordance with the agreed Company processes that will enable cascade of demand through the supply chain resulting in a committed plan.
  • To be process compliant through the use of Company standard systems, processes and reports to resolve potential delivery risks.
  • To ensure paperwork and information transfer in relation to all part movements are compliant with business and regulatory requirements.
  • To create and maintain lines of balance and product recovery plans.
  • To facilitate and support on and off site customer meetings.

 Key Technical / Professional Competencies


  • Must have previous experience in a senior customer service role
  • Team management in a fast paced manufacturing environment
  • Engineering / Manufacturing and Logistics experience

Skills and Qualifications

  • Excellent communication skills – ensuring key messages are understood and that the required actions are taken
  • Problem Solving – is able to solve problems and get things done
  • Robustness – copes well with pressure, uncertainty and changing circumstances
  • Good understanding and opertation of IT systems
  • Understanding of inventory control
  • Understand requirements of the quality system


  •  Compliance with EHS and legislative standards
  • Compliance with PPE and all other safety policies and procedures
  • Promotes safe working practices
  • Participate in risk assessment and “near miss” risk mitigation activities


  •  Ensuring the service provided is of the highest standard
  • Carrying out tasks right first time to the required standard


  •  Carrying out tasks in the appropriate timeframe
  • Conclusion of tasks on time and to the required standard


  •  Proactively identifying cost saving measures ensuring no detriment to any services provided


  •  Professional standards of written and verbal communication between internal and external customers
  • Works in compliance with all Mettis policies and procedures


  •  Ambassador for Mettis Aerospace
  • Role model for the Company’s Vision, Mission and Value

General Competencies

  • Health & safety awareness
  • Planning and Project Management
  • Problem solving
  • Lean tool deployment
  • Strategy deployment
  • IT skills
  • Management of Employee relations
  • Performance Management to SMART objectives
  • Relationship management
  • Coaching
  • Communication at all levels
  • Facilitation
  • Decision making & prioritising
  • Change management
  • Team building

Expiry date: 26th April 2019

  • Contract: Full Time
  • Term: Permanent
  • Salary: Competitive Salary

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