Job Description:
We’re currently recruiting a Senior Customer Service Manager for our AW101 platform. The focus of your role as Senior Customer Service Manager, will be to oversee a portfolio of in-service support contracts on behalf of our customers. In addition to this, you will also provide support to the platform user groups and manage the service bulletins across the platform. Working in partnership with major stakeholders both within and external to the business, you will deploy your specialist knowledge to 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.
Please note that this role is a JFF Level 8.
What we need from you as a Senior Customer Service Manager:
* Build and sustain professional working relationships with all stakeholders to ensure the ongoing development of commercial and business opportunities.
* Develop and position the products and services offered by the company to the customer.
* Deploy and apply your knowledge and technical expertise to develop and position the products and services offered by the Company to the Customer.
* Deliver against current obligations and undertake any future business for which we might wish to bid.
* Manage proper and appropriate consultation between your team and its principal customers, ensuring that expectations, requirements, and outcomes are discussed, agreed and managed.
* Generate an effective level of service to key stakeholders that minimises risk to Leonardo’s commercial interests, fully satisfies the commitments placed on the business, maximises profit and margin, and generates stakeholder satisfaction and confidence.
* 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 client requirements may not be met.
* Work with stakeholders to manage performance and business improvement, by facilitating any interactions between the various stakeholders, and drive change.
* Improve and manage business performance by liaising with stakeholders, supporting all such activity by facilitating any interactions between the various stakeholders, and driving subsequent change activity.
* Support your internal stakeholders by applying significant technical expertise in identifying and resolving resource and capability issues that might arise in the execution and discharge of both planned and potential business activities, by providing guidance, advice and direction.
* Establish and provide a link between Planning, Project and Performing Department functions, coordinating their responses and reactions to changes in customer requirements.
* Continuously review the wider implications of any activities with which you are involved, to ensure we achieve the most effective use of resources in meeting and exceeding customer requirements and expectations, while identifying and exploiting any opportunities for widening margins or expanding profit.
* Support initiatives to continuously improve those processes, products, and services.
* Focus the implementation of improvements on the development and maintenance of an effective and responsive service to the business to improve current and future business initiatives and objectives.
* Apply technical expertise in identifying and resolving resource and capability issues that might arise in the execution and discharge of both planned and potential business activities.
* Provide guidance, advice, and direction to your team on the development of the capability and expertise necessary to allow the team to meet and address both current workloads and potential future challenges.
* Management and maintenance of all business and technical processes originating in your department. You are to ensure that those processes and procedures for which you are accountable are clearly defined, fit for purpose, current, and comply with the requirements of the company operating system, your Functional Manual, and relevant regulatory and legislative controls.
* Oversee the management and maintenance of all business and technical processes originating in your department.
* Use internal data to establish an accurate perspective of how well the business is meeting customer requirements.
* Ensure that data and information is properly recorded, maintained and managed, so that it is auditable, usable, and meets any relevant legislative requirements.
What we need from you:
* Relevant experience of military aircraft operations gained from an extensive knowledge in the aerospace business.
* Programme management and planning skills, including budgets, schedules, critical path, risk analysis and mitigation.
* Knowledge and experience of Integrated Logistic Support and associated support disciplines.
* Knowledge of business methods and the technical requirements of foreign military services.
* Capability to communicate effectively at all relevant levels within the Company, suppliers, and customer organisations.
* Drive and motivation to work in a cross-functional and multidiscipline team with long-term and broad objectives.
* An understanding of the Customer’s operational/maintenance requirements.
* Possess the business expertise and customer knowledge to establish and build a relationship with the customer, which promotes confidence in their expectation of the company's ability to deliver products that satisfy their requirements.
* Excellent communication skills (written, verbal, formal presentation) and interpersonal skills (influencing, negotiating and motivation) at all levels of the business.
* Highly developed problem-solving abilities and the ability to apply them in a challenging environment.
* Effective and adaptable interpersonal skills including influencing and persuasion.
Security Clearance:
You must be eligible for full security clearance. For more information and guidance please visit: UK Security Vetting Clearance Levels.
Life at Leonardo:
With a company-funded benefits package, a commitment to learning and development, and a flexible approach to working hours focused on the needs of both our employees and customers, a career with Leonardo has never offered as many opportunities or been more accessible to as many people.
* Flexible Working: Flexible hours with hybrid working options. For part-time opportunities, please talk to us.
* Company funded flexible benefits: Access to private healthcare, dental schemes, Workplace ISA, Go Green Car Scheme, technology and lifestyle options (£500 annual allowance).
* Holidays: 25 days plus bank holidays, option to buy/sell leave and to accrue up to 12 additional flexi leave days per year.
* Pension: Award-winning pension scheme (up to 15% employer contribution).
* Wellbeing: Employee Assistance Programme with access to free mental health support, financial wellbeing support and network groups to demonstrate our ongoing commitment to diversity & inclusion.
* Lifestyle: Discounted Gym membership, Cycle to work scheme.
* Training: Free access to more than 4000 online courses via Coursera and LinkedIN Learning.
* Referral Incentive: You can earn a reward for successfully referring a friend or family member.
* Bonus: Scheme in place for all employees at management level and below.
For a full list of our Company benefits please visit our website.
Leonardo is a global high-tech company and one of the key players in Aerospace, Defence and Security. Headquartered in Italy, Leonardo has over 45,000 employees, of which 8,000 are based at 8 sites throughout the UK.
At Leonardo UK, we believe that a diverse and inclusive work environment unlocks our people’s full potential and drives innovation and creativity. We work hard to offer a welcoming, accessible and inclusive place to work for all of our people, creating a culture where everyone can thrive, feel safe and have a sense of belonging and connection.
This is a great opportunity to bring your talents and form an integral part of Leonardo’s future. We can help you develop your skills and offer great opportunities to develop and grow, so why not join us.
Primary Location: GB - Yeovil - Lysander Rd
Contract Type:
Hybrid Working: Hybrid
#J-18808-Ljbffr