Position: Mid-Senior level

Job type: Full-time

Salary: Negotiate

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Job content

Job Description

Defence MRTT Customer Service Manager

Full Time


Why Rolls-Royce?

We have an opportunity for a Customer Service Manager to join our UK Transport team in Bristol Defence sector. As the Multi Role Tanker Transport (MRTT) Customer Service Manager you will be accountable for managing the customer relationships across the MRTT Air Forces and their maintenance providers and you will have the exciting opportunity to influence and shape the future of MRTT Services. You will ensure the external and internal requirements for the MRTT services are defined and flowed into the delivery teams for commitment and delivery. You will be responsible for delivering the MRTT services, to ensure the long-term profitability of the MRTT aftermarket business.

Join us and we’ll provide an environment where you can be yourself. An inclusive, digital-first culture that invests in you, gives you a platform for continuous learning, and access to an incredible breadth and depth of opportunities to grow your career.

We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts.

Hybrid working is a way in which our people can balance their time between the office, home or another remote location. It’s a locally managed and flexed informal discretionary arrangement. As a minimum we’re all expected to attend the workplace for collaboration and other specific reasons, frequency will depend on business needs, nature of role, what works for the team and for the individual. Discover more on our GBS Service Portal about hybrid working.

What You Will Be Doing
  • Accountable for the coordination of all MRTT Services relating to Trent 700 & XWB for the Defence Sector, leading the MRTT Customer Support Team to deliver our services (Technical Support and Mission Care), manage Service Delivery and support during operational events
  • Defining & delivering customer delivery plans including shop visits, on-wing maintenance & spare engines
  • Lead on the resolution of Services-related Customer complaints, Service Delivery Failures, Customer Satisfaction metrics. Communicating, coordinating and prioritising into the relevant parts of our business to resolve.
  • Work alongside the wider MRTT programme team to determine and define key customer and business requirements, including service upsell / growth opportunities
  • Engage and communicate to the wider Defence and Civil businesses to ensure support via programme governance and service delivery reviews. Ensuring that performance requirements are met, and the plan is fully communicated and agreed with the customer base.
Who We’re Looking For

Being a part of Rolls-Royce you’ll know we embrace agility, are bold, pursue collaboration and seek simplicity in everything we do. These principles form our values and behaviours and are an essential component of our assessment process and are fundamental qualities that we seek for all roles.
  • Understanding of RR products, services and issue resolution (technical and operational) – Relevant working experience in the Engine Support Field and resolution
  • Understanding of Defence and Large Engine Civil products, customers, operations and services business, including our business models and MRO networks
  • Great customer relationship management, engagement and communication
  • Proven ability to lead teams, manage and deliver complex projects.
  • Autonomous, high level of commitment and flexibility with excellent interpersonal skills and strong influencing skills, with ability to communicate effectively at senior levels inside and outside of Rolls-Royce.
Join us & Power our future

Pioneers of Power

Please be aware that the priority will be given to employees identified as being at high risk.

We are an equal opportunities employer. We’re committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we’ll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realise their full potential.

You can learn more about our global Inclusion strategy here

Closing Date: 4th August 2022

Job Category

Project Management

Posting Date

01 Aug 2022; 00:08
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