Team Lead - Customer Services Representative - Goodrich Actuation Systems Limited

Team Lead - Customer Services Representative M/F (H/F)

GOODRICH ACTUATION SYSTEMS LIMITED (UK)

Location:

Bilston, England, United Kingdom

Seniority level:
Not Applicable

Employment type:

Full‑time

Job function:
Other

We are looking for an experienced Customer Service professional to step into a CSR Team Lead position within the Aftermarket environment. This role combines hands‑on customer account management with day‑to‑day leadership of a Customer Service team, ensuring consistent delivery of high‑quality service and operational excellence.

• Lead, coach and support the Customer Service team within the Collins Aftermarket Service function, fostering a strong customer‑first culture.
• Act as the first point of escalation for complex customer queries, complaints and service issues, ensuring timely and effective resolution.
• Manage a portfolio of key customer accounts, maintaining strong relationships and delivering a high standard of service.
• Monitor team workload, priorities and performance to ensure service levels, deadlines and customer commitments are consistently met.
• Review and enhance customer communications, documentation and standard operating procedures to drive clarity, consistency and efficiency.
• Provide guidance on RFQs, purchase orders and contract reviews, ensuring compliance with contractual and commercial requirements.
• Coordinate scheduling and order management activities, balancing customer delivery expectations with operational capabilities.
• Collaborate closely with internal stakeholders including production, sales, shipping and warehouse teams to resolve issues, expedite orders and trace shipments.
• Support and challenge the team to operate independently and confidently across telephone and electronic customer channels.
• Track adherence to agreed schedules, manage customer expectations and provide clear status updates, escalating risks or performance concerns as required.
• Ensure issues are reported and managed through the QCPC process and support resolution of invoice and cash‑collection queries.
• Actively contribute to continuous improvement and Lean activities, identifying opportunities to improve processes, systems and team effectiveness.
• Ensure the team operates in line with ethical standards, IT policies, people philosophies and EH&S requirements.

• Proven passion for delivering excellent customer service, with strong communication and stakeholder management skills.
• Experience using SAP, particularly within Sales and Distribution modules.
• Demonstrable experience in a customer service environment, with the ability to manage relationships, prioritise workload and maintain attention to detail.
• Confidence to lead, influence and support others, with a natural ability to take ownership and make decisions.

• Practical knowledge of the aerospace industry, ideally within a military or defence‑focused environment.
• Understanding of export requirements, including EUUs and export licences.
• Previous experience with continuous improvement methodologies and Lean principles.