Shared Service Centre Officer

Civil Aviation Authority; Crawley; Hybrid; GBP 24,000 - 26,000; Full time

Job summary

The Civil Aviation Authority in the UK is seeking a Contact Centre & Shared Service Officer to join the Shared Service Centre at Gatwick. You will handle telephone, email and digital enquiries, process applications and supporting documentation, and assist in regulatory and business services.

This 12–18 month fixed-term, full-time role requires BPSS, strong communication and IT skills, and meticulous attention to detail.

Qualifications

• Experience delivering customer service in a contact centre, shared service, or similar environment.
• Strong written and verbal communication skills.
• Good IT skills and ability to learn new systems quickly.
• Excellent attention to detail and accuracy.
• Collaborative approach and ability to work in a team.

Responsibilities

• Serve as the first point of contact for customers via telephone, email, and online enquiries.
• Deliver excellent customer service with accurate information and guidance on SSC services.
• Process a variety of applications, forms, and documents according to procedures.
• Review information for completeness and compliance with requirements.
• Maintain customer records using Office applications and bespoke databases.
• Escalate complex enquiries to specialist teams when needed.
• Help meet service levels and deadlines; support cross-team collaboration.
• Develop knowledge of SSC services and provide guidance to colleagues and customers.
• Identify opportunities to improve customer journeys and processes.
• Contribute to team objectives and adapt to changing priorities.

Skills

Customer service

Communication

IT literacy

CRM systems

Attention to detail

Teamwork

Tools

MS Office

Job description

Salary: £24,290 up to £25,500 dependent upon experience

Contract Type: 12 to 18 months Fixed Term Contract, Full-time

Security Level: BPSS

Location: Aviation House Gatwick – min 2 days in the office per week.

Visa Restrictions: This position does not offer visa sponsorship

Closing Date: 31st August 2026

Interview Date: 14th – 17th September 2026

We are the UK's aviation and aerospace regulator and recognised as a world leader in its field. Our activities are diverse, enabling the aviation industry to meet the highest safety standards, and we pride ourselves on our ability to adapt to the constantly evolving aviation environment.

The Shared Service Centre (SSC) at the Civil Aviation Authority (CAA) provides a range of services that underpin the UK’s Aviation Safety framework and is the starting point for so many CAA processes where the first line of regulatory control and safety regulation begins at the application stage. We handle the applications for most of the licences, certificates, approvals, permits and permissions that the CAA issues.

The Role

The Contact Centre & Shared Service Officer is responsible for delivering a high-quality customer experience while providing administrative and operational support across the Shared Service Centre (SSC). Acting as a key point of contact for customers, the role handles telephone, email, and digital enquiries, processes applications and documentation, and supports the delivery of regulatory and business services. The postholder will ensure accuracy, efficiency, and exceptional service standards while contributing to continuous improvement and team success.

• Serve as the first point of contact for customers, responding to telephone, email, and online enquiries professionally and efficiently.
• Deliver excellent customer service by providing accurate information, guidance, and support on SSC services and processes.
• Process a variety of applications, forms, and supporting documentation in accordance with established procedures and service standards.
• Review and validate information received, ensuring completeness, accuracy, and compliance with organisational requirements.
• Maintain customer records using Microsoft Office applications and bespoke databases and systems.
• Escalate complex enquiries or issues to specialist teams when required.
• Support the delivery of key business objectives by managing workloads effectively and meeting agreed service levels and deadlines.
• Work collaboratively with colleagues across the SSC to ensure a consistent and efficient customer experience.
• Develop specialist knowledge of SSC services and processes and provide support and guidance to colleagues and customers where appropriate.
• Identify opportunities to improve customer journeys, processes, and team performance.
• Contribute positively to team objectives and adapt to changing priorities and business demands.

About You

We are looking for a proactive and customer-focused individual who enjoys working in a fast-paced environment and can balance customer contact with administrative responsibilities.

You will have:

• Experience delivering excellent customer service in a contact centre, shared service, administrative, or similar environment.
• Strong communication skills, both written and verbal, with the ability to explain information clearly and professionally.
• Good IT skills, including Microsoft Office applications and the ability to learn new systems quickly.
• Excellent attention to detail and a commitment to accuracy and quality standards.
• Strong organisational and time-management skills, with the ability to manage competing priorities.
• A collaborative approach and the ability to work effectively as part of a team.
• Flexibility and resilience when adapting to changing workloads and business priorities.
• A proactive mindset with a willingness to learn new skills and take on new challenges.
• Experience working within a contact centre or shared service environment.
• Experience processing applications, documentation, or records.
• Knowledge of regulatory, aviation, or public sector services.
• Experience using customer relationship management (CRM) systems or case management systems.
• Customer Focus
• Quality & Attention to Detail
• Adaptability & Resilience

Additional Information

For many appointments within the CAA, these roles require access to operationally sensitive infrastructure and/or Nationally Protected information. For these roles the post holders must undergo National Security Vetting and achieve the appropriate level of clearance.

To be vetted you must have the right to work in the UK so that meaningful checks can be undertaken.

If you do not meet these requirements, we may not be able to accept your application.

For more information on BPSS clearance please visit - BPSS clearance

The CAA values high ethical standards and personal integrity among employees. If invited for interview you will be asked to complete a declaration of interest.

Relocation & Property

The CAA will be relocating from Aviation House (Our Gatwick Office) to new premises in a few years’ time. Our move is driven by strategic, operational and environmental considerations.

We will be moving to a new local home, up to a 15-mile radius of Aviation House, to minimise disruption for our valued colleagues and customers.

We are now working with colleagues and visitors to understand what we need in our new office, before we start our property search. We will sell Aviation House and land, vacate the site and move to new premises, but we do not expect to move before 2028

Inclusive Recruitment

We are committed to building a diverse and inclusive workforce and welcome applications from all backgrounds. As a Disability Confident employer, candidates who meet the minimum requirements will be guaranteed an interview. Find out more about the Disability Confident Scheme. If you require any adjustments during the recruitment process, please let us know.

Use of Artificial Intelligenceby candidates in the CAA recruitment process

We recognise that many of our candidates find Artificial Intelligence to be a useful tool to support your application, however, all examples and statements provided must be truthful, factuallyaccurateand taken directly from your own experience. Where plagiarism has beenidentified(presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be rejected on that basis.

Working With Us

Explore What We Offer section on our careers website to find out about our benefits and how we support work-life balance.

Our Values

Do The Right Thing, Never Stop Learning, Build Collaborative Relationships, Respect Everyone – For more information please Click Here

Closing Date: 31st August 2026

Interview Date: 14th – 17th September 2026