Customer Operations Lead - Dowty Propellers

We have an exciting opportunity to join the Dowty Propellers ROW Services Customer Operations Team, as a Customer Operations Lead. Leading a team of Customer Account Coordinators, you will be engaged in a wide variety of activities relating to pricing, fulfilment, delivery, account management and associated business processes and activities.

In this customer facing role, you will interact daily with many areas of the business including engineering, quality and sourcing. You will also be the 'Voice of the Business' to the customer, and vice versa, making an impact on our customer satisfaction and operational performance., Development and management of key processes that support critical business activities such as:

• You will be a Commercial & Customer Service SME for the customer accounts you support.


• You will provide Commercial insight to cross functional teams to drive profitability and adherence to contracts.


• You will be a key member of the Customer team adding VOC from your daily interactions with customers.


• Team leadership.


• Providing direction and co-ordination of the COC pool as necessary.


• Own Customer Account Management for Key accounts as agreed with wider business (key accounts those which require specialised knowledge or more complex processes)


• Shop prioritization


• General Order management and execution including quoting using approved pricing models, purchase order acceptance & contract approval


• Work-scope control by contract


• Tracking of customer parts through the system


• Invoice queries and cash collection as well as Invoice and credit note creation


• Customer hold management


• Respond to customer queries and requests handling issues escalated by the COC's up to and including Customer Complaints


• Warranty processing and escalation


• Reporting of metrics and escalation of issues to ensure product moves through the shop and customer queries are satisfied.


• Continuous improvement and Lean


• Support business AOG service as required


• You will deputise for the relevant Customer Operations Manager, leading the team of COC's where necessary.
  
  Bachelor's degree or equivalent knowledge or experience


• Commercial experience in a customer facing role


• Ability to work with cross-functional teams to deliver effective customer service


• Previous team leadership experience - mentorship and guidance


• Strong leadership and interpersonal skills


Desired Characteristics

• Knowledge or experience within the aerospace industry


• Experience in the maintenance and repair industry


• People development


• Ability to train team to follow effective/efficient processes


• Ability to prioritise help build effective processes


• Strong oral and written communication skills


• Lean training is preferred


Flexible Working

GE supports and encourages flexible working arrangements, where possible, and recognises the benefits to employees of having a positive work-life balance.

Total Reward

At GE Aviation we understand the importance of Total Reward. Our flexible benefits plan, called FlexChoice, gives you freedom, choice and flexibility in the way you receive your benefits, as well as giving you the opportunity to make savings where possible.

As a new joiner to GE we are pleased to be able to offer you the following as default in your benefit fund, which you then can tailor to meet your individual needs;

• Non-contributory Pension


• Life Assurance


• Group income protection


• Private medical cover


• Holiday Hourly equivalent of 26 days, with flexible option to buy or sell


Security Clearance

Baseline Personnel Security Standard (BPSS) clearance is required and must be maintained for this role. Please note that in the event that BPSS clearance cannot be obtained, you may not be eligible for the role and/or any offer of employment may be withdrawn on grounds of national security. Please see the link below for further details regarding the requirements for BPSS clearance: BPSS (http://www.gov.uk/government/publications/government-baseline-personnel-security-standard)