Job Title

Part-145 Customer Liaison Officer

Location         Wales

Role Summary

The Customer Liaison Officer (CLO) serves as the strategic and operational interface between the Part-145 maintenance organisation and its airline, leasing, or asset management customers. Operating within a complex environment involving aircraft storage, return-to-service (RTS), heavy maintenance, or disassembly, the CLO plays a pivotal role in customer satisfaction, operational transparency, and commercial accountability.

This role goes beyond reactive support, proactively anticipating customer needs, mitigating friction, and ensuring all stakeholder touchpoints are optimised for both technical accuracy and professional rapport. The CLO will drive continuous improvement initiatives across communication workflows, commercial authorisations, and customer experience delivery.

Main

Responsibilities

1. Customer Interface & Stakeholder Engagement
   • Serve as the primary on-site liaison and single point of contact (SPOC) for all visiting customer representatives.
   • Ensure the customer has completed pre-arrival formalities with the authorities prior to aircraft arrival.
   • Lead pre-arrival planning with internal teams to ensure readiness for customer visits, including schedule alignment, office preparation, and access.
   • Orchestrate regular customer engagement sessions, status reviews, and feedback loops throughout the aircraft maintenance lifecycle.
   • Escalate and manage customer concerns diplomatically, balancing customer satisfaction with regulatory and organisational priorities.
   • Collaborate with CAMO and customer quality teams to support audits, findings resolution, and technical clarifications.
2. Commercial & Scope Control
   • Manage end-to-end Additional Work Request (AWR) lifecycle including technical review, commercial justification, and customer approval.
   • Facilitate robust scope change management, preventing scope creep and ensuring timely financial reconciliation.
   • Track and verify labour hours, materials usage, and downtime impacts related to AWRs in coordination with Planning and Commercial teams.
   • Participate in customer contract handover reviews to understand SLA, commercial terms, and cost sensitivities.

3. Customer Office & Facility Management
   • Take ownership of all customer-facing facilities including office space, IT access, health & safety compliance, and workspace readiness.
   • Implement a structured facility usage system, leveraging Microsoft Outlook or digital booking tools for efficient room and desk allocation.
   • Lead periodic reviews of customer-facing infrastructure, identifying and escalating improvement opportunities.
4. Reporting, Documentation & Governance
   • Maintain a centralised log of all customer interactions, issues raised, approvals given, and project milestones achieved.
   • Support preparation of: o          Weekly dashboards with schedule updates, open AWRs, risk areas, and key actions
     • End-of-project reconciliation packs, including final signed-off work scope and cost documentation
     • Inputs for regulatory and customer audits, ensuring documentation traceability and compliance with Part-145 and MOE requirements
5. Logistics & VIP Support
   • Coordinate logistics support for visiting personnel including gate access, parking, accommodation, and catering.
   • Manage high-profile visits (e.g., C-level airline reps, lessors, or aviation authorities) with a focus on brand image, professionalism, and smooth execution.

Key Attributes

Able to interface professionally with both technical teams and executive stakeholders in English

Understands cost drivers, customer contract terms, and how to manage additional work for maximum recovery.

Capable of handling multiple customers, conflicting priorities, and operational time pressures without compromising on detail.

Takes initiative to identify risks or delays early and resolve them collaboratively

Skills/Experience

Previous experience in a customer-facing role within a Part-145, MRO, or airline engineering environment.

Working knowledge of EASA/UK CAA Part-145 and Part-M/CAMO frameworks and commercial maintenance practices