Customer Account Operations Manager

Salary: Up to £60,000 per annum dependent upon experience

Contract Type: Permanent – Full Time

Security Level: CTC

Visa Restrictions: This position does not offer visa sponsorship

We are the UK's aviation and aerospace regulator and recognised as a world leader in its field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.

Please note that both a CV and a cover letter are required for any application detailing how you meet the person specification for the role.

The Role

• Responsible for the development, establishment and continuous improvement of the customer account management operations, the service delivery value chain.
• Responsible for the implementation of customer focused solutions to service delivery.
• Develop the tools, working practices & processes to facilitate ways of working with cross SARG teams ensuring clarity on the roles and responsibilities with regard to safety, compliance & customer and service.
• Responsible for the development and continuous improvement of account management practices, processes and competencies, including the workflows to produce and achieve consistent and predictable service performance.
• Work with the CAA’s highest fee-paying customers to develop customer account operations and to build and nurture relationships, with an aim to bring about material benefit to their operation.
• Work directly with internal colleagues and teams to realise opportunities to deliver a better service and alleviate customer specific issues.
• Responsible for the day-to-day leadership and management of the cross SARG customer account operations to drive value to the customer.
• Lead on the development and iteration of the integrated surveillance team approach in SARG utilising integrated project management principles.
• To act as a deputy to the Head of Customer Account Management – Civil.
• Lead and grow the team of Account Managers and Account Leads corresponding to the enrolment of customers into the new model.
• Provide direct delivery and support on operating standards for successful accomplishment of the project FSOM objectives.
• Promote and actively contribute to the continuous improvement of SARG customer experience initiatives.

Core Accountabilities

• Run the day-to-day operations of the customer account Customer-to-Customer(C2C) value chain working cross-functionally with other SARG capability teams.
• Provide effective leadership and management to the customer account operations team.
• The organisation and delivery of the account management strategy & plan.
• Chair the Customer Account Management Model operations group meeting between the CAA and key customers.
• Work with the Standards Training and Documentation team to develop and implement the oversight workflows in the new solution delivered by the FSOM project.
• Regular engagement with senior and operational customer leadership, from the CAA’s highest fee-paying customer, on the development and continuous improvement of the customer account management model.

Decision Making

• Responsible for the structured decision making regarding the categorisation of activities under the account management plan.
• Responsible for finalising and authorising the schedule of activities and actions on the respective account management plan.
• Execute strategies and recommendations to resolve complex complaints, issues and problems raised by customers and/or the CAA.
• Setting the agenda for the customer account management model operations group meeting and influencing the agenda of the associated steering group and working group.

Influencing

• Working directly with the CAA’s highest fee-paying customers to align to the customer account management model and the buy-in to the associated benefits.
• Influencing CAA senior and executive leadership in actively supporting and promoting the customer account management model.
• Work with the CAA CX&M programme leadership team to ensure customers are represented and to drive delivery of customer focused solutions
• Work closely with the Safety & Assurance team on enhancing the delivery of the PBO principles and the ICAO integrated risk management philosophy.
• Actively promoting to all SARG colleagues at all levels to engage and embrace the new model.
• Advocate for promoting customer experience responsibilities.
• Encourage SARG capability management teams to engage and support the new model.

Management

• Management of a combined team of around 2-4 colleagues, with multidisciplinary skills. Team is expected to grow as customers are enrolled into the new model.
• Deputise for, and support, the Head of Customer Account Management and the association Account Management budget of circa £1m.
• Organise, conduct and/or participate in workshops, meetings, training session to upskill CAA colleagues and/or customers on the customer account management model.

About You

• Aviation experience at an operational level within safety and aviation/aerospace/space.
• Proven leadership experience in senior stakeholder engagement and customer relationship management.
• Demonstrable experience managing complex and high-profile actions for board, executive and senior leadership level matters.
• Some knowledge in strategy development, implementation and management with particular regard to oversight and management systems.
• Diplomacy and tact being aware and sensitive to colleague and stakeholder variances and needs.
• Excellent communication and interpersonal skills required to engage customers and colleagues at all levels across multiple disciplines.
• Able to make clear decisions and solve complex problems.
• Ability to produce reports and papers on technical issues up to Board level, and to review and amend the work of others.
• An understanding of Project Management methodologies and expertise desirable.
• This role may require Nationwide travel.

Additional Information

For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or Nationally Protected information. For these roles the post holders must undergo National Security Vetting and achieve the appropriate level of clearance.

CTC - To be vetted we will usually expect a reasonable period of residency in the UK so that meaningful checks can be undertaken. For this role this will need to be 3 years.

If you do not meet these requirements, we may not be able to accept your application.

For more information on CTC clearance please visit - Vetting explained - GOV.UK (www.gov.uk)

The CAA values high ethical standards and personal integrity among employees. If invited for interview you will be asked to complete a declaration of interest.

Relocation & Property

The CAA will be relocating from Aviation House (Our Gatwick Office) to new premises in a few years’ time. Our move is driven by strategic, operational and environmental considerations.

We will be moving to a new local home, up to a 15-mile radius of Aviation House, to minimise disruption for our valued colleagues and customers.

We are now working with colleagues and visitors to understand what we need in our new office, before we start our property search. We will sell Aviation House and land, vacate the site and move to new premises, but we do not expect to move before 2028

Inclusive Recruitment

We are passionate about diversity and ensuring all are included at the CAA. We are an equal opportunity employer and actively encourage applications from candidates of all backgrounds.

As a member of the Disability Confident scheme, applicants who meet the minimum criteria for a role with us will be guaranteed an interview. We use fair and inclusive selection approaches to hire the best person for the job based on merit alone. If you require an adjustment for any reason, please let us know.

Use of Artificial Intelligence by candidates in the CAA recruitment process

We recognise that many of our candidates find Artificial Intelligence to be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be rejected on that basis.

Working With Us

We are on a journey towards being increasingly adaptable, where our colleagues collaborate as part of cross-functional teams. This approach ensures we never stop learning together. It also means that you may become involved in activities that take you out of your day-to-day role, providing you with opportunities to develop and grow your career with us.

We have embraced hybrid working and offer flexible working patterns, being open to having a conversation about what works for you. We know where and when we work is important in achieving a work-life balance.

We offer a range of excellent benefits such as flexible working arrangements, free onsite gym at Gatwick, discounted gym membership for London, 28 days annual leave, additional 5 days leave purchase scheme, a generous pension scheme and much more!

Our Values

Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone – For more information please Click Here

Closing Date: Sunday 21st June 2026

Interview Date: W/C Monday 29th June or 6th July 2026

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

No recruitment agencies please.