Customer Support Ofiicer

Morson Group; Yeovil; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Morson Edge is seeking a Customer Support Officer to work on behalf of our aerospace client in Yeovil. This is initially a year-long contract, offering hybrid working and a busy, cross-functional environment.

You will carry out project management and business analysis of material and configuration data, often serving as lead contact with customers alongside the Customer Support Manager to ensure cost, quality, and delivery goals are met.

Qualifications

• Programme management, planning, and mitigation in time critical projects.
• Strong written and verbal communication at all levels of the business.
• Understanding of business service and support operations and management.
• Knowledge of logistic support and related disciplines.
• Ability to collate, analyse and present information clearly in writing or verbally.
• Excellent interpersonal skills for influencing and negotiating.
• Resilience under pressure with focus on goals and priorities.

Responsibilities

• Project management of commissioned / business projects and resources for the relevant projects.
• Proactive management of project needs into the business for improvement opportunities.
• Maintenance and sustainment of project operations.
• Engage with resources to deliver performance in cost, quality and delivery.
• Manage tasks and flow-down to functions, ensuring schedule and reporting.
• Identify and manage risks and mitigation activities.
• Ensure adherence to company processes and safety/airworthiness concerns.
• Align Statements of Work with capacity requirements.

Skills

Programme management

Planning skills

Risk analysis

Communication skills

Interpersonal skills

Stakeholder engagement

Problem solving

Job description

Morson Edge are seeking a Customer Support Officer to work on behalf of our prestigious aerospace client in Yeovil. This is initially a year long contract.

The Customer Support Officer’s principle role is to provide commissioned or business project management and programme management office business analysis of material and configuration data. This role will often lead to customer contact as a project lead in conjunction with the Customer Support Manager for related customer contract.

The key accountabilities of the role are as follows:

• Project management of commissioned / business projects and the designated resources for the relevant projects integrated project team.


• Proactive management of commissioned / business projects needs and requirements into the business – particularly in relation to product improvement and capability growth opportunity.


• Maintenance and sustainment of commissioned / business projects operations.


• Gaining actionable insight of project interface preferences and intentions.


• Engage with allocated resources across Customer Support & Training and the wider business stakeholder groups to deliver the required level of performance in terms of cost, quality and delivery schedule in accordance with Company processes for the owned commissioned / business projects.


• Responsible for managing the tasks and flow down to the Functions, ensuring schedule, and performance monitoring / reporting in accordance with the Company processes.


• Ensure that all stakeholders are risk aware and identifying risks that could impact on the ability to discharge commissioned / business projects.


• Identify, agree and manage risk mitigation activity to secure best possible outcomes.


• Report to designated Lead(s); progress against programme specific strengths, weaknesses, opportunities, threats and risks for items arising from the conduct of the tasked work.


• Ensure that business processes are adhered to during the execution of any work activity carried out by personnel or outside contracted parties.


• Be vigilant to safety and/or airworthiness issues raised through customer support activity and ensure that these are resolved.


• Ensure that Statements of Work are established and project plans align with capacity requirements and constraints.

ESSENTIAL KNOWLEDGE, SKILLS & EXPERIENCE

• A positive attitude expressed in drive, motivation and commitment in executing the tasks in a cross functional and multidiscipline team.


• Programme management and planning skills, schedules, critical path, risk analysis and mitigation in a time critical or project lead environment.


• An understanding of the business service and support organisation, operations, commercial and management structure.


• An understanding of logistic support and associated support disciplines.


• Excellent communication skills (written, verbal, formal presentation) and interpersonal skills (influencing, negotiating and motivation) at all levels of the business.


• To be resilient under pressure and maintain a clear focus on goals and priorities.


• The ability to collect, collate, analyse and present information clearly and concisely in writing or verbally.


• Confidence to establish and build relationships with all stakeholders.


• Problem solving abilities and the ability to apply them in a challenging environment.

Hybrid working

37 hours per week