Customer Account Manager

Salary: £53,968 to £62,000 per annum dependent upon experience

Contract Type: Permanent – Full Time

Security Level: BPSS

Visa Restrictions: This position does not offer visa sponsorship

Closing Date: Wednesday 4th November 2026

Interview Date: W/C Monday 23rd November 2026 – these will be at our London Office in Westferry

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.

The Role

The purpose of the Customer Account Manager role is:

- To build and maintain trusted relationships with customers (airline operators to begin with), ensuring they receive excellent service, achieve their desired outcomes, and remain satisfied with the CAA's products and services.

- To act as the primary point of contact for customers, balancing customer needs with business objectives to support customer success, industry growth, and readiness for future industry and regulatory change.

- To deliver effective account management that drives customer satisfaction, identifies opportunities to add value, and supports long-term partnership growth. This role will be of strategic importance.

- To ensure services are delivered in line with agreed expectations, proactively identifying opportunities for continuous improvement, service enhancement, and commercial sustainability.

- To represent the voice of the customer within the organisation, working collaboratively with internal stakeholders to promote service excellence and mutually beneficial outcomes. Internally coordinating teams across SARG.

- Acting as custodian of the "One Customer Picture", ensuring customer intelligence is accurate, complete, validated and maintained. Collating intelligence from customer engagement, operational teams, applications, audits, findings, risks, escalations and future demand signals.

- Present information at every level within the CAA and customer organisation as and when needed.

Core Accountabilities

- Accountable for building and maintaining effective relationships with assigned customer accounts, fostering trust and long-term partnerships. This includes owning the health of the relationship with a particular customer (operator).

- Accountable for understanding customer needs and ensuring services are delivered in line with agreed expectations and organisational standards.

- Accountable for contributing to the achievement of the CAA's strategic, operational, and commercial objectives through effective customer account management.

- Accountable for supporting customer satisfaction and growth through proactive account management and effective relationship development.

- Accountable for monitoring customer satisfaction, managing risks and issues, and driving actions that improve the overall customer experience.

- Accountable for the health of the relationship between a particular customer and the CAA.

- Accountable for bringing together the ‘One Customer Picture’ necessary for customer account management meetings with both internal and external senior management.

- Responsible for acting as the primary point of contact and trusted advisor for customers, ensuring timely and effective engagement.

- Responsible for representing and advocating for customer requirements within the CAA, coordinating support and collaboration across internal teams.

- Responsible for identifying opportunities for service improvement, increased customer value, and long-term partnership development.

- Responsible for maintaining accurate account information, customer records, engagement plans, and performance reporting.

- Responsible for developing and maintaining account and engagement plans that support customer success and align with the CAA's strategic objectives.

- Responsible for building knowledge of industry developments, regulatory changes, and emerging trends to provide informed support to customers.

- Preparing, facilitating and contributing to governance activities, including portfolio reviews and customer account reviews.

- Conducting regular customer account reviews focused on future planning, preparedness and growth.

- Facilitating portfolio reviews to gather intelligence, identify risks and coordinate actions.

- Identifying duplication, inefficiencies and customer impacts and working with internal stakeholders to improve coordination.

- Responsible for working collaboratively with colleagues and stakeholders to ensure customer commitments are met and issues are resolved effectively.

- This role will support the Customer Account Operations Manager in ensuring the maintenance and improvement of the Customer Account Management model.

- Accountable for the quality, relevance and effective use of customer intelligence to support customer engagement, decision-making and portfolio coordination.

- Working closely with the Customer Account Management Analyst to interpret customer intelligence, identify emerging risks and opportunities, and develop recommendations that improve customer outcomes, organisational preparedness and service delivery.

- This role will work symbiotically with the Customer Experience & Modernisation team to support customer facing initiatives and improvements.

Decision Making

- Responsible for making decisions relating to the management of customer accounts and customer relationships. This will be of strategic importance.

- Responsible for determining priorities and actions required to support customer satisfaction and achieve account objectives.

- Responsible for identifying and managing customer risks, issues, and opportunities, escalating matters where appropriate.

- Responsible for exercising professional judgement to balance customer needs with organisational objectives, policies, and regulatory requirements.

- Managing customer expectations transparently, including communicating where requests, priorities or outcomes cannot be achieved.

- Responsible for influencing decision-making through the provision of customer insight, feedback, and industry intelligence

Influencing

- The role will need to influence internal stakeholders to adhere to Customer Account Management processes.

- It will influence senior leadership of the benefits of customer account management, and where value can be added by the CAA, to customer’s experiences.

- It will need to influence external stakeholders, potentially at every level including executive and c-suite, of the value the CAA and the CAM team bring.

- Management

- The candidate will work on their own initiative, with supervision from the CAM Operations Manager as and when needed.

About You

Essential

- Experience managing strategic customer, stakeholder or account relationships within a regulated, operational or complex business environment.

- Experience building trusted relationships with senior stakeholders both internally and externally.

- Excellent relationship management and stakeholder engagement skills.

- Strong communication, influencing and negotiation skills.

- Ability to build credibility with customers, senior leaders and technical specialists.

- Experience coordinating activity a cross-functional teams and priorities

- Experience identifying, analysing and communicating customer needs, risks, issues and opportunities.

- Experience facilitating meetings, workshops or governance forums to drive actions and outcomes.

- Ability to manage customer expectations professionally and constructively.

- Ability to present information clearly to a range of audiences, including senior management.

- Experience developing account plans, customer engagement plans or relationship strategies.

- Strong organisational and planning skills.

- Ability to identify risks, opportunities and emerging customer requirements.

- Experience maintaining records and customer intelligence.

- Effective problem-solving and decision-making skills.

Desirable

- Knowledge of customer account management methodologies.

- Understanding of governance, performance measurement and continuous improvement approaches.

- Experience within aerospace, regulatory or public sector environments.

- Experience working with customer insight, performance reporting or business intelligence.

- Experience supporting organisational change and continuous improvement.

- Experience managing complex stakeholders across multiple business areas.

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.

BPSS - To be vetted you must have the right to work in the UK so that meaningful checks can be undertaken.

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

For more information on BPSS clearance please visit - BPSS clearance

The CAA is committed to maintaining the highest standards of integrity, professionalism, and ethical conduct. To help ensure transparency and protect the independence and reputation of the CAA, candidates invited to interview will be required to complete a Declaration of Interests form, disclosing any actual, potential, or perceived conflicts of interest that could influence, or be seen to influence, their ability to perform the role objectively and impartially.

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 committed to building a diverse and inclusive workforce and welcome applications from all backgrounds. As a Disability Confident employer, candidates who meet the minimum requirements will be guaranteed an interview. Find out more about the Disability Confident Scheme . If you require any adjustments during the recruitment process, 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

Explore What We Offer section on our careers website to find out about our benefits and how we support work-life balance.

Our Values

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

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.