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Commercial Support Graduate

4 months ago

Gloucester, United Kingdom Safran Landing Systems Full time

Job Description

Safran Landing Systems is the world leader in aircraft landing and braking systems and is at the forefront of contributing to safer, more sustainable aviation for current and future generations.

Our Maintenance Repair and Overhaul (MRO) organisation partner with a range of global customers, working closely with major airlines such as British Airways, easyJet, Wizz Air, Iberia, Vueling, Air Canada, Etihad and Qatar.

What will I be doing?

Reporting to the Customer Support Manager, this Post Graduate position offers the opportunity to undertake a training program across the Customer Support department over a two year period with an offer of full time employment at the end of the program.

1st phase of the training – Spend time with the Customer Support Administrators to become familiar with internal procedures, contracts, order management, quoting, invoicing.

2nd phase of the training – Spend time with the Key Account Managers. The aim is to have a loyal and satisfied customer base and to exceed customer expectations.

This role will involve working closely with key business stakeholders (Sales, Finance, Quality and Operations) to:

• Improve the customer service experience, taking ownership of customer issues and following problems through to resolution
• Capture the customers' expectations and preferences and act as the voice of the customer within the organisation to ensure these customer requirements are satisfied.

PRINCIPAL ACCOUNTABILITIES
• Management of contracts post sales negotiation – ensuring the business adheres to the terms – updating the internal systems with the contract information such as contract summary database
• Continually strive to improve the customer service experience taking ownership of customer issues, investigating them, and following them through to resolution
• Monitor customer satisfaction through the Net Promoter Score and acts on customer feedback
• Visiting customers, reactive and proactive, arranging, preparing agenda, and issuing visit reports
• Managing customer requests, accurate recording of issues and working with relevant teams to close out all actions in a timely manner
• Managing core gear returns with the customer to ensure they are back on time to meet launch slots
• Working with the customer to ensure all invoices are paid on time
• Liaising with the Rotable Controller to ensure all customer-planning requirements are recorded and supported
• With the support of other departments, manage the customer interface for complaints or external quality escapes
• Accountable for cash collection for customers within a portfolio

Complementary Description

Why us?

Our Gloucester site is a centre of excellence, dedicated to the maintenance, repair and overhaul of landing gears and associated components for civil, military and helicopter aircraft. With over 220 employees, the team support the overhaul of more than 350 legs per year, with a dedicated team of engineers to support customers on-wing when issues emerge in service. 

Our employees are at the heart of our success, as we work together for our sustainable future. There are four people fundamentals that underpin life at Safran:

• We believe in and promote diversity and inclusion as key values across our business
• We develop our colleagues skills and build opportunities so you can shape our future
• We create a trustworthy work place to support you, as you dare to act and innovate
• We encourage collaboration and mutual support for you and your colleagues

Job Requirements

• Proven experience of working with customers
• Effective communication skills throughout all levels of the business and with customers
• Strong interpersonal skills necessary to develop and maintain effective working relationships internally and externally
• A keenly developed sense of right first time attitude towards quality
• Solution provider
• Good organisational and planning skills
• A flexible approach with ability to adapt to different working environments
• Highly motivated, takes accountability, delivers excellence and respects internal and external customers
• Excellent computer literacy and competent on basic computer systems (e.g. Microsoft Word, Excel, Powerpoint)

Safran Landing Systems Services offers a range of benefits to support you in and out of the workplace:

• We work a shorter day on a Friday
• 25 days holiday + UK Bank Holidays, plus the option to buy and sell holiday
• Annual bonus & Share scheme options
• Pension scheme (up to 8% match) and life assurance (4x salary)
• Benefits portal - health and wellbeing, lifestyle, technology and self-development courses
• On-site parking, self-service restaurant and chill-out area with games
• Involvement in STEM and community activities, inter-company sporting events and wellbeing initiatives

What's my next step?

Please apply by uploading a CV and cover letter, and if your experience matches what we're looking for, one of our recruitment team will give you a call

Diversity & Inclusion

We want Safran Landing Systems to be a workplace where everyone feels valued, can be themselves and know they can reach their full potential. We embrace and celebrate our differences through various initiatives and support colleagues through a number of staff networks.

We're committed to building a strong, diverse workforce and making Safran Landing Systems an inclusive place to work.

Specificity of the job

There is no regular travel with this role, although there will be potential travel to visit some of the customer base over the course of the programme. This could be both UK and international