Are you looking to take your career to new heights?

WASL is expanding and we’re seeking a skilled Customer Liaison candidate to be part of a high-performing team delivering essential billing services and support for our aviation customers.

What You’ll Do

As a Customer Liaison you will be the main point of contact to our valuable customers and will act to resolve their queries and assure contractual terms are met on every project. The successful candidate will be key in establishing a smooth and speedy process for billing services. This role will require great interpersonal skills as you will be working closely with the Commercial, Planning, Finance and Operational teams to liaising with customer for approvals.

Shift: Monday - Friday

Hours: 8am - 4.30pm

Hybrid: Minimum 3 days onsite, Teesside International Airport, Darlington

Responsibilities

• Maintain customer relationships and act as key POC for all customers on site assisting with administration and welfare requirements of Customer Representatives while on site.
• At all times act as an ambassador for the business always ensuring professionalism.
• Manage the contractual terms of each project assuring margins are maximized.
• Respond to customer queries regarding invoices and working with Sales to resolve issues as required.
• Assure all Wills stakeholders are aware of T&C’s for each project and customer by offering structured briefings.
• Hold daily meeting with the customers to review projects progress and customer needs.
• Liaise with customer to ensure all over and above charges are evidenced, agreed and signed off for approval.
• Liaise directly with other departmental managers to provide commercial awareness information as agreed with the customer.
• Review base maintenance activity daily, checking that all details are correct and working with our Operations/Logistics team to ensure accuracy of booking, costs and categorisation of jobs are accounted for within the Annex’s of the Tracking Plus sales order.
• Develop a recharge schedule for each input which forms part of the invoice and details manhours, material, 3rd party and hangar/parking charges and acceptance from the customer.
• Where necessary and in support of the Operations department be prepared to discuss and resolve commercial queries and late payment of Invoices with customers and third parties.
• Create reports on maintenance activity and other statistics for management review.
• Work with the commercial/procurement team to review and approve any unusual invoices before sending out to customers.
• Assist with developing reports highlighting differences between estimated and actual billing for routine and non-routine cards.
• Assist with the collation and maintenance of Customer Satisfaction Survey, obtaining customer feedback and maintaining a record of the results.

Requirements

• Effective leadership, management, collaboration and communication skills with the ability to influence others.
• Excellent commercial skills and customer service/relation
• Minimum of 2-years’ experience in an aircraft maintenance or continuing airworthiness control environment (Desirable)
• Practical experience and expertise in the application of aviation safety standards and safe maintenance practices.

Key Skills

• Planning & organisational skills.
• Attention to detail / analytical.
• English Language proficiency (written & spoken).
• People skills / Team player and stakeholder (internal & external) liaison.
• Microsoft office suite

Why Join WASL?

WASL also offers a comprehensive benefit package to its eligible employees. This includes:

• Competitive salaries, performance-based bonus’s, flexible working patterns
• 33 days annual leave including UK bank holidays, holiday buy & sell scheme
• Health & wellbeing support, company pension, cycle to work scheme, electric car scheme, retail discounts, referral bonus's and more!

About Us

Willis Aviation Services Limited are part of Willis Lease Finance Corporation, a pioneer and provider of global aviation services for over 45 years. Our facility at Teesside International Airport provides base maintenance, return to service, aircraft disassembly, short and long term aircraft storage, and ground and cargo handling services.

At Willis Aviation Services Limited (WASL), we are committed to fair hiring practices and building a diverse, respectful, and inclusive workplace. We value every individual’s contribution and make employment decisions based on job-related criteria such as qualifications, experience, and the ability to perform the role. All appointments are subject to pre-employment checks including references and a Disclosure and Barring Service check.

These are exciting times for Willis Aviation Services Limited as we continue to grow. If you’re ready to make a difference in aviation, apply today.

To Recruitment Agencies

WASL does not accept unsolicited CVs or candidate submissions from agencies. All unsolicited profiles will be treated as the property of WASL, and no fees will be paid.

This applies to any CVs sent directly to employees or managers without prior agreement with our internal Talent Acquisition team.