Senior Customer Service Officer

Are you passionate about delivering outstanding customer service while building strong relationships and driving successful outcomes?

As a Senior Customer Service Officer (SCSO), you will be a key interface between our customers and Leonardo Helicopters, working across the business to deliver effective operational and support solutions that meet customer needs, protect our commercial interests and build confidence in Leonardo.

As the SCSO you will have a solid customer needs awareness and the ability to “Think Customer”. You will assist the Customer Service Manager (CSM) and Senior Customer Service Manager (SCSM) with the delivery of contracted materiel and services in support of budgeted revenue, profit and cash flow targets, whilst developing and maintaining good customer satisfaction and relations.

Working in collaboration with major stakeholders both within and external to the business, you will deploy your knowledge to help create policy, processes, tools and methods, that lead to the provision of an effective range of products and services to fully satisfy the needs and requirements of our customers, stakeholders and the business.

Operationally, role success will be measured against your ability to generate an effective level of service to key stakeholders that minimises risk to Leonardo commercial interests, fully satisfies the commitments placed on the business, maximises profit and margin, and generates customer / stakeholder satisfaction and confidence in Leonardo.

For the awareness of internal applicants, this role is a JFF L6.

• Ensure that the wider customer needs are identified by looking beyond the contract to establish the effectiveness of the business output in achieving operational and capable products through the support solution
• Assist and in suitable scenarios, lead activities to achieve customer satisfaction, being their ambassador within the business
• You will ensure that stakeholders are suitably involved when issues that may impact upon them are being resolved and decisions made, or when business considerations suggest that customer or stakeholder requirements may not be met
• Support customer interface and reviews during face to face discussions as required globally, doing so in a manner that maximises their satisfaction with and confidence in Leonardo’s ability to deliver against current obligations and to undertake any future business for which we might wish to bid.

• Promote and develop continuous improvement within all areas of the integrated project team and business functions, addressing challenges and technical adversity with innovative and broad minded solutions
  -Ensure that data and information amassed as a consequence of activities that you undertake is properly recorded, maintained and managed, so that it is auditable, and useable, and meets any relevant legislative requirements which may apply
  -Apply technical and business knowledge together with reference to business standards to judge whether data is kept or destroyed
  -Use the technical knowledge you have, or control, to ensure that the appropriate data is maintained, and referenced, in a way that will allow it to be correctly, clearly and unambiguously understood and used for future technical and business needs
  -Where customer data is controlled and under the custody of the business ensure processes and procedures adhere to the customer requirements and regulations.
• Support and help establish links between all areas of the business, assist with the co-ordination of responses and reactions to changes in customer requirements. You will work with stakeholders to manage performance and…