Service Operations Officer

Job Description

Service Operations Officer

Bristol/ Hybrid (3 days/week on site)

Full time

An exciting opportunity has arisen for a Service Operations Officer to join our team in Bristol.

In this role, you will be responsible for case triage and management and will have accountability for external stakeholder communication and data integrity across all our software tools. You will be part of our UK Operations Centre providing technical support to a world-wide customer base using Rolls-Royce engines including key operators such as the RAF Red Arrows and US Navy training fleet. The department is comprised of several teams, including Engineers and Service Delivery Leads who have the common goal to Keep Our Customers Flying Safely.

Why Rolls-Royce?

Rolls-Royce is one of the most enduring and iconic brands in the world and has been at the forefront of innovation for over a century. We design, build and service systems that provide critical power to customers where safety and reliability are paramount.

We are proud to be a force for progress, powering, protecting and connecting people everywhere.

We want to ensure that the excellence and ingenuity that has shaped our history continues into our future and we need people like you to come and join us on this journey.

We’re a leading global player in the defence aero engine market. From combat to transport, trainers to helicopters, we provide 16,000 military engines and pioneering service solutions to 160 customers in 103 countries.

We’ll provide an environment of caring and belonging where you can be yourself. An inclusive, innovative culture that invests in you, gives you access to an incredible breadth and depth of opportunities where you can grow your career and make a difference.

This is an interesting and challenging role as with an average of 15 new cases submitted to the UK Ops Centre every day, you will play a key role in administering these support requests, keeping them flowing through the DDR process and communicating with all stakeholders ensuring we respond to customer requests within contractually committed timescales.

What we offer:

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

Your needs are as unique as you are. 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, on average three days per week.

What you will be doing

With this attractive opportunity you will get a chance to:

• Be a collaborative part of the operations officer team supporting resolution of customer issues across all in service Rolls-Royce gas turbine programmes including initial triage of customer requests and case management in conjunction with the Service Delivery team.
• Administer the department shared email inbox; proactively assessing, sentencing, and loading cases to our case management tools, responding to administrative requests and integration with key external customer portals (IWSSC and EPI).
• Ensure appropriate reporting and metrics are delivered, support continuous improvement initiatives and backlog recovery.
• Constant communication with the service delivery team to ensure each case is booked in, administered and assigned to a relevant engineer for problem investigation, champion operations centre best practice process for case acceptance or rejection.
• Formal communication with customers on case acceptance and closeout, ensuring compliance with Export Control and Government Security standards.

Who we are looking for

At Rolls-Royce we put safety first, do the right thing, keep it simple and make a difference. These principles form the behaviours that guide us and are an essential component of our assessment process. They are the fundamental qualities that we seek for all roles. To be successful in this role you will need to be/have:

• Previous knowledge or experience of aerospace gas turbine products is very desirable.
• Excellent written and verbal communication skills - essential. Ability express tasks and projects through confident presentations and written reporting.
• Ability to read and understand (high level) technical issues, engineering queries and/or technical discussion to allow effective case administration.
• Good customer and conflict management capabilities, strong IT skills including MS office, Outlook and case management software desirable.
• Individual workload management skills essential and previous experience of working in a customer centric organisation or team very desirable.
• Customer-focused, creative thinker and pragmatic problem solver with focus on driving compliance, high technical quality and improvement.
• Comfortable with ambiguity - able to define and implement plans that achieve the business intent without being given detailed instruction.
• Committed to through-life learning for yourself and the team.

Join us & Make an impact

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.

We welcome applications from people with a refugee background.

You can learn more about our global Inclusion strategy at Our people | Rolls-Royce

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