Job Description Service Operations Officer SNBG 6-8 Bristol Full Time The UK Operations Centre is recruiting for three Service Operations Officers, reporting directly to the department Head this team is responsible for case triage, work flow management, external stakeholder communication and data integrity across all our software tools. We provide quick reaction technical support to a world-wide customer base of Rolls-Royce engines, including key operators such as the RAF Red Arrows, Italian Tricolori display team and the US Navy training fleet. The department is comprised of several teams, including Lifecycle Engineers and Service Delivery Leads who have the common goal to Keep Our Customers Flying Safely. An average of 15 new cases are submitted to the UK Ops Centre every day and the Service Ops Officer team play a vital role administering these support requests, keeping them flowing through the DDR process, communicating with all stakeholders and ensuring we respond to within contractually committed timescales. Join us and we’ll provide an environment where you can be yourself. An inclusive, digital-first culture that invests in you, gives you a platform for continuous learning, and access to an incredible breadth and depth of opportunities to grow your career. We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts. Hybrid working is a way in which our people can balance their time between the office, home or another remote location. It’s a locally managed and flexed informal discretionary arrangement. As a minimum we’re all expected to attend the workplace for collaboration and other specific reasons, frequency will depend on business needs, nature of role, what works for the team and for the individual. Discover more on our GBS Service Portal about hybrid working. Key Role Activities: Be a collaborative part of the operations officer team supporting resolution of customer issues across all in service Rolls-Royce gas turbine programmes inc. initial triage of customer requests and case management in conjunction with the Service Delivery team Administer the department shared email inbox; proactively assessing, sentencing, and loading cases to our case management tools, responding to administrative requests and integration with key external customer portals (IWSSC and EPI) Ensure appropriate reporting and metrics are delivered, including support to continuous improvement initiatives and backlog recovery Constant communication with the service delivery team to ensure each case is administered and assigned to a relevant engineer for problem investigation Formal communication with customers on case acceptance and closeout, ensuring compliance with Export Control and Government Security standards Ideal Experience and Qualifications Previous knowledge or experience of aerospace gas turbine products is very desirable Excellent written and verbal communicate skills essential Ability to read and understand high level technical issues, engineering queries and/or technical discussion for effective case administration Good customer and conflict management capabilities with strong IT skills including case management software desirable Individual workload management skills essential and previous experience of working in a customer centric team is very desirable Behaviours and Experience Customer focused, creative thinker and pragmatic problem solver Strong focus on driving compliance, high technical quality and improvement Comfortable with ambiguity - able to define and implement plans that achieve the task intent without being given detailed instruction Communication skills – can express technical tasks simply through confident verbal and written reporting Committed to through life learning for self and the team Being a part of Rolls-Royce you’ll know we embrace agility, are bold, pursue collaboration and seek simplicity in everything we do. These principles form our values and behaviours and are an essential component of our assessment process and are fundamental qualities that we seek for all roles. Please be aware that the priority will be given to employees identified as being at high risk. The professional level and salary of the position will be dependent on the skills and experience of the successful candidate but is anticipated to be Staff Grade SNBG 6 - 8 This job is advertised at the grades shown, and this is the desired operating level for this role. We encourage applications from candidates with relevant experience from any grade It is advised that you inform your current manager of your application for this role. We are an equal opportunities employer. We’re committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we’ll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realise their full potential. You can learn more about our global Inclusion strategy here Grade: SNBG 6 - 8 For further information please contact: Lizzie Moore - Lizzie.moorerolls-royce.com Job Category Service Operations Posting Date 16 Dec 2024; 00:12 Posting End Date 07 Jan 2025