Trainee - Customer Operations Officer

Job Description

Key Accountabilities

Define and deliver critical customer delivery plans in accordance with Aftermarket Operations Service Lines and Value Stream policies. These will include focused accountabilities for service line needs specific to a region. This will also include the integration and execution of fleet campaign roll programmers. Use influence, VOC and local knowledge to priorities outcomes that are proactive whilst managing reactive concerns. Work directly with customers as required to achieve this.
Support Customer Account business meetings with appropriate and standardized operational content. Cadence in-line with segmentation principles.
Lead the EIS process for new OE and transitioned fleets to provide seamless operational readiness for customers.
Definition, prioritization and sentencing/allocation of Services-related Customer complaints, SDFs and Customer Satisfaction metrics.

Qualifications

Qualified to at least degree level or equivalent industry experience.
A good understanding of Rolls-Royce products and services.
Extensive experience of working directly with customers and delivering to their expectations.
Experience of operating in a complex global environment and managing multi-national teams.
Understanding of the aviation industry is preferable.
Project management experience.
A digitally curious nature – experience of improving our tools and processes.
Ability to speak Mandarin and English is essential.