Customer Support Officer

2 weeks ago

Salisbury, United Kingdom Callen Lenz Full time

No Agencies

**Customer Support Officer**

Vacancy Reference: CLA- 277

Position: Full-time

Location: Salisbury, Wiltshire, UK

Salary Range: £30,000-£35,000 per annum depending on relevant experience.

At Callen-Lenz, we are expanding the limits of what is possible. We specialise in crewed and uncrewed aircraft operations and technology, and having recently received investment into the business we are going through a period of rapid growth and development and are looking for key roles to assist with these changes. Callen-Lenz offers innovative and customer focused UAS solutions through our 4 key business strands: technical services, products, platforms and operational services. We are looking for individuals to help drive forward our expansion, placing you at the forefront of UAS development in the UK.

**Our Values**
- Teamwork
- Commitment
- Initiative
- Creativity
- Agility
- Integrity
- Enjoyment

**Why Work for Us**

Based in the heart of rural Wiltshire, close to the Historic city of Salisbury you will join our rapidly growing, friendly, and multi-disciplined team, working on a range of diverse and interesting projects, leading the way in this exciting field and witnessing the full lifecycle of our products. The Callen-Lenz team are passionate about what we do, and we are searching for individuals to grow with us as we expand into the aerospace industry.

Our benefits include:

- 25 days annual leave per year (plus bank holidays)
- Buy/Sell holiday policy up to 5 days either way.
- Pension Scheme via Royal London
- Life assurance scheme (6x basic salary)
- Income protection policy (75% of basic salary)
- Private Health Insurance via Vitality
- Private Dental insurance via Bupa
- Enhanced Maternity and paternity
- 1 Professional membership reimbursed per year.
- 1 paid volunteering day per year
- Access to an independent financial advisor year round
- Referral scheme
- Training & development opportunities

**About the Role**

In the role of Customer Support Officer you will coordinate in-service technical and material support for our customers for a range of delivered company products and associated support products, delivering work packages on time, to budget, and in line with customer requirements.

You will work closely with the Customer Service Support Manager on a number of tasks to ensure the overall delivery of customer satisfaction through addressing in-service requirements to budget and schedule.

**Responsibilities**
- Responsible for coordinating warranty tasks to ensure customer claims are processed in a timely manner and to a resolution that is acceptable to the customer and the company
- Responsible for coordinating a technical support process to ensure timely delivery of engineering support to the customer in response to queries raised.
- Responsible for the administration of material demands from the customer to ensure they are satisfied within published lead-times and expediting with associated functions as required
- Maintaining configuration control of support products as part of the engineering change process
- Assisting with the support to deployed working parties.
- Support the CSSM with contracted ILS / Support elements of acquisition programmes, including support product definition and aircraft documentation sets
- Assisting with the preparation for, and delivery of, training courses by the company
- Be able to travel from time to time (UK and Overseas)
- Support the development and maintenance of business processes as required for a Customer Support Function and in accordance with ISO9001 audit requirements.
- Support the CSSM with the development and improvement of relevant company processes/procedures.
- Perform other related duties as required

**About You**

**Qualifications**

Essential
- Technical related qualifications HND/HNC or Degree level, or equivalent experience.

Desirable
- Understanding of Integrated Logistics Support principles
- Understanding of Configuration Management principles

**Skills and competencies**

Essential
- Experience within aerospace, defence or safety critical systems and exposure to civil or defence contracts
- Working within a cross-functional matrix organisation to solve problems and communicate solutions to both internal and external stakeholders, working in accordance with established procedures
- Ability to deliver work packages to schedule and within budget
- Accurate record keeping and use of tools e.g. JIRA for issue resolution and progress / performance reporting
- Good IT skills

Desirable
- Previous experience of working within a Customer Service function
- General interest in aviation
- Understanding of business process development

Personal Attributes
- Must be a British Citizen or have an existing right to work in the UK
- Ability to commit to occasional national and international travel
- Excellent communicator
- Excellent problem solving ability
- Ability to work well in a team
- Enthusiasm for their work and self-motivate

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