Customer Service Manager

Descrizione del lavoro:

Job Description:
Salary Range: £59,000 to 66,000

Leonardo UK operates a grade-based salary framework with broad bands. The salary range shown reflects the approved grade band for this role, or a narrower hiring range published within that band, and is benchmarked against the external market. Exceptions above the standard range are managed through governance controls to protect internal equity.

Your impact

Join the Customer Service Management (CSM) team at Leonardo in this Product management role, supporting a global high-tech organisation that designs, manufactures, and supports state-of-the-art helicopters from its Yeovil site.

This unique opportunity requires a varied and diverse skillset with an emphasis on Customer Engagement/Satisfaction and Project Management capability, offering the opportunity to learn and develop with the dedicated team.

You will have exposure to a wide range of functions and disciplines within the company, to build a network and continue to strengthen the relationship between the Customers and Customer Service Managers from a product perspective, including having a harmonised vision for the product across Leonardo business areas (Customer Support & Training (CS&T)/Engineering/Programmes).
You will lead the management of product initiatives, including communication to the Customers at the relevant User Group conferences, managing the promise towards Customers and implementation Programmes.

For the awareness of internal applicants: this position is a JFF level 7.

What you will do as Customer Service Manager:
* Responsible for the delivery of AW101 materiel and technical support services in accordance with the validated contract baselines, company commitments and business directives.
* Sustainment of AW101 in service customer operations.
* Proactive management of the Customer's needs and requirements.
* Gaining actionable insight of Customer preferences and intentions.
* Engage with allocated resources across LH Customer Support & Training and the wider business / supply chain to deliver the required level of performance in terms of cost, quality and delivery schedule in accordance with Company processes.
* Management of the tasks and budgets allocated to the relevant programme(s) and flowdown to the IPT supporting Functions, ensuring schedule, cost and performance monitoring / reporting in accordance with the Company processes, in order that the support products are produced, procured and delivered in the most cost-efficient manner.
* Ensure that all IPT stakeholders are risk aware and identifying risks that could impact on the ability to discharge the programme of work as contracted.
* Identify, agree and manage risk mitigation activity to maximise profitability.
* Continuously align Customer insight with LH business objectives/plans.
* Report to IPT Lead(s) progress against programme specific strengths, weaknesses, opportunities, threats and risks for LH items arising from the conduct of the tasked work or from the general course of business.
* Ensure that business processes are adhered to during the execution of any work activity carried out by LH personnel or outside contracted parties.
* Be vigilant to safety and/or airworthiness issues raised through customer support activity and ensure that these are resolved.
* Where applicable, establish and support an Introduction into Service programme with the Customer.
* Ensure that the customer's budgets are established and expenditure plans align with his operational requirements and that LHD capability and output is matched accordingly.

There will be opportunity for international and UK travel for customer user group meetings and supplier visits - subject to business requirements.

What you'll bring
* Comprehensive knowledge & experience of Leonardo Helicopters Integrated Logistic Support and associated support disciplines.
* An understanding of Programme management methods, including budgets, schedules, critical path and risk mitigation in an aircraft or similar environment.
* Relevant knowledge of Customers' use of the Company's helicopter products and services.
* An understanding of the Customers' support organisation, operations, commercial and management structure.
* Technical awareness gained from a formal technical / professional qualification or experience of military aircraft operations.
* A positive attitude expressed in drive, motivation and commitment in executing the tasks in an IPT / matrix organisation.
* 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, which promotes confidence in their expectation of the Company's ability to deliver their requirements.
* An in-depth knowledge of the company organisation and operating procedures for business, technical and procurement.
* Problem solving abilities and the ability to apply them in a challenging environment.

This is not an exhaustive list, and we are keen to hear from you even if you might not have experience in all the above. The most important skill is a good attitude and willingness to learn.

Security Clearance
This role is subject to pre-employment screening in line with the UK Government's Baseline Personnel Security Standard (BPSS). An additional range of Personnel Security Controls referred to as National Security Vetting (NSV) may apply, this could include meeting the eligibility requirements for The Security Check (SC) or Developed Vetting (DV). For more information and guidance please visit: https://careers.uk.leonardo.com/gb/en/security-and-vetting

Why join us
At Leonardo, our people are at the heart of everything we do. We offer a comprehensive, company-funded benefits package that supports your wellbeing, career development, and work-life balance. Whether you're looking to grow professionally, care for your health, or plan for the future, we're here to help you thrive.
* Time to Recharge: Enjoy generous leave with the opportunity to accrue up to 12 additional flexi-days each year.
* Secure your Future: Benefit from our award-winning pension scheme with up to 15% employer contribution.
* Your Wellbeing Matters: Free access to mental health support, financial advice, and employee-led networks championing inclusion and diversity (Enable, Pride, Equalise, Armed Forces, Carers, Wellbeing and Ethnicity).
* Rewarding Performance: All employees at management level and below are eligible for our bonus scheme.
* Never Stop Learning: Free access to 4,000+ online courses via Coursera and LinkedIn Learning.
* Refer a friend: Receive a financial reward through our referral programme.
* Tailored Perks: Spend up to £500 annually on flexible benefits including private healthcare, dental, family cover, tech & lifestyle discounts, gym memberships and more.
* Flexible working: Flexible hours with hybrid working options. For part time opportunities, please talk to us about what might be possible for this role.

For a full list of our company benefits please visit our website.

Leonardo is a global leader in Aerospace, Defence, and Security. Headquartered in Italy, we employ over 53,000 people worldwide including 8,500 across 9 sites in the UK. Our employees are not just part of a team-they are key contributors to shaping innovation, advancing technology, and enhancing global safety.

At Leonardo we are committed to building an inclusive, accessible, and welcoming workplace. We believe that a diverse workforce sparks creativity, drives innovation, and leads to better outcomes for our people and our customers. If you have any accessibility requirements to support you during the recruitment process, just let us know.

Be part of something bigger - apply now!

Primary Location: GB - Yeovil - Lysander Rd

Contract Type:Permanent

Hybrid Working:Onsite