Senior Customer Service Officer

Job Description:

Are you passionate about delivering outstanding customer service while building strong relationships and driving successful outcomes?

As a Senior Customer Service Officer (SCSO), you will be a key interface between our customers and Leonardo Helicopters, working across the business to deliver effective operational and support solutions that meet customer needs, protect our commercial interests and build confidence in Leonardo.

Your impact

As the SCSO you will have a solid customer needs awareness and the ability to “Think Customer”. You will assist the Customer Service Manager (CSM) and Senior Customer Service Manager (SCSM) with the delivery of contracted materiel and services in support of budgeted revenue, profit and cash flow targets, whilst developing and maintaining good customer satisfaction and relations.

Working in collaboration with major stakeholders both within and external to the business, you will deploy your knowledge to help create policy, processes, tools and methods, that lead to the provision of an effective range of products and services to fully satisfy the needs and requirements of our customers, stakeholders and the business.

Operationally, role success will be measured against your ability to generate an effective level of service to key stakeholders that minimises risk to Leonardo commercial interests, fully satisfies the commitments placed on the business, maximises profit and margin, and generates customer / stakeholder satisfaction and confidence in Leonardo.

For the awareness of internal applicants, this role is a JFF L6.

What you will do as a Senior Customer Service Officer:

Customer Satisfaction

• Ensure that the wider customer needs are identified by looking beyond the contract to establish the effectiveness of the business output in achieving operational and capable products through the support solution

• Assist and in suitable scenarios, lead activities to achieve customer satisfaction, being their ambassador within the business

• You will ensure that stakeholders are suitably involved when issues that may impact upon them are being resolved and decisions made, or when business considerations suggest that customer or stakeholder requirements may not be met

• Support customer interface and reviews during face to face discussions as required globally, doing so in a manner that maximises their satisfaction with and confidence in Leonardo’s ability to deliver against current obligations and to undertake any future business for which we might wish to bid.

 

Technology and Innovation

• Promote and develop continuous improvement within all areas of the integrated project team and business functions, addressing challenges and technical adversity with innovative and broad minded solutions
• Ensure that data and information amassed as a consequence of activities that you undertake is properly recorded, maintained and managed, so that it is auditable, and useable, and meets any relevant legislative requirements which may apply
• Apply technical and business knowledge together with reference to business standards to judge whether data is kept or destroyed
• Use the technical knowledge you have, or control, to ensure that the appropriate data is maintained, and referenced, in a way that will allow it to be correctly, clearly and unambiguously understood and used for future technical and business needs
• Where customer data is controlled and under the custody of the business ensure processes and procedures adhere to the customer requirements and regulations.

 

One Leonardo

• Support and help establish links between all areas of the business, assist with the co-ordination of responses and reactions to changes in customer requirements.  You will work with stakeholders to manage performance and business improvement, supporting all such activity by facilitating any interactions between the various stakeholders. Being aware of the superiority of the team’s value compared to that of its individual members. You are required to deploy and apply your knowledge and technical expertise to position the most appropriate products and services offered by the business to achieve the requirements.  You will also support initiatives to continuously improve those processes, products, and services across the business, avoiding duplication of effort where possible. Supporting the achievement of both current and future business initiatives and objectives.

 

Commercial focus

• Identify, assess, control and implement baseline changes coming from the customer or internal requirements
• Proactively build a stable relationship with the customer and work with them to identify opportunities which are of mutual benefit.

 

Flawless Execution

• You shall ensure during execution that there is absolute adherence to the contract and associated annexes, attachments and amendments
• You shall support the execution of the work as defined in the contract, legislation, regulations and requirements in order to reach the programme targets (technical, quality, cost & schedule) defined in the work order request and the programme management plan

 

Sense of Urgency

• Ensure effective and efficient communications are maintained and that the integrated project team lead, functional leads and other internal stakeholders are kept appraised of all associated Successes, Opportunities, Failures and Threats to the programme and business in a timely manner to allow effective planning and execution of mitigating actions
• Deliver and report project status and performance in terms of scope, schedule and budget.

 

What you will bring

 

• Programme management and planning skills, including budgets, schedules, critical path, risk analysis and mitigation in an aircraft or similar environment
• Knowledge of operating procedures for business, commercial, finance, technical and procurement
• Knowledge and experience of Integrated Logistic Support and associated support disciplines
• Ability to analyse complex scenarios, assess available information and provide timely, well-reasoned solutions.
• Communication skills, to convey decisions, rationale and implications to stakeholders.
• Leadership qualities, to motivate the wider Integrated Project Team and support delivery of objectives - recognising individual strengths and support development in areas requiring improvement.
• Ability to Support, mentor and coach colleagues to achieve their objectives and develop their capabilities and provide regular feedback, monitor progress and address challenges.
• Promote an inclusive environment where all stakeholders are encouraged to contribute to solutions and business outcomes.

 

 

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 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.

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:

Hybrid