Customer Support Ofiicer

Morson Edge; Yeovil; Hybrid; GBP 32,000 - 45,000; Full time

Job summary

Morson Edge is seeking a Customer Support Officer to support an aerospace client in Yeovil on an initial 12-month contract. The role focuses on commissioned and business project management, including data analysis and project office activities in collaboration with the Customer Support Manager.

The successful candidate will lead elements of project planning, risk analysis and stakeholder engagement, ensuring quality, cost and delivery targets align with company processes.

Qualifications

• Programme management and planning skills including schedules, critical path, and risk mitigation.
• Understanding of business service and support organisation, operations, and management structure.
• Understanding of logistic support and related disciplines.
• Excellent communication skills and interpersonal abilities at all levels.
• Resilience under pressure with clear focus on goals.
• Ability to collect, collate, analyse and present information clearly.
• Confidence to build relationships with stakeholders.
• Problem solving abilities in a challenging environment.

Responsibilities

• Project management of commissioned/business projects and allocated resources for the projects.
• Translate needs and requirements into the business to support product improvement and capability growth.
• Maintain and sustain operations of commissioned/business projects.
• Gain actionable insight of project interface preferences and intentions.
• Engage with resources across Customer Support, Training and wider stakeholders to meet performance targets.
• Monitor schedules and performance; report progress per company processes.
• Identify, agree and manage risk mitigation activity to secure best outcomes.
• Ensure adherence to business processes during work activities with internal or external parties.
• Be vigilant to safety and/or airworthiness issues raised via customer support and resolve them.
• Ensure Statements of Work align with capacity and constraints.

Skills

Programme management

Planning

Communication

Team collaboration

Problem solving

Stakeholder management

Risk analysis

Analytical thinking

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