Job Description Summary An exciting opportunity to manage a team of customer support co-ordinators delivering exceptional customer support activities to all civil and military customers. A leadership role guiding the smooth running and day to day execution of customer order management through providing coaching, direction and guidance to a team of professional account managers. Responsible for key performance metrics for your department, you will be confident handling data, drawing conclusions and putting in place rectification and improvement activities where needed. As team leader you would also become the subject matter expert for the delivery and fulfilment of Spares and OE equipment and be the champion within the business for your customer group. You will be able to work with other departments to advocate for your customers and to drive process improvements across the business. You will be a self-starter able to manage your own and the work of your team with minimal supervision. You will be curious and open to learning and applying knowledge. You will be passionate about people and team development and be someone always looking to make improvements and challenge processes.

Job Description Roles and Responsibilities

• A people leader with ability to hire and develop talent. Responsible for a team of 3 direct reports. Responsible for own team staffing, people development and performance. Conveys performance expectations and may handle sensitive issues.
• Ability to delegate whilst maintaining accountability for Business metrics related to your department.
• Utilizes in-depth knowledge of Dowty products and services and analytical thinking and technical experience to execute and develop policy/strategy within the Customer Operations Department.
• Researches or brings best practices from previous experience to challenge existing processes and drive improvements in KPI's or reduce processing time for team.
• Customer advocate can successfully advocate for their customer within wider business responsible and accountable for customer satisfaction.
• Confident using data, research, and multiple internal/external sources of information to make decisions.
• Lead projects with cross functional responsibility to drive improvements between 1 or more departments.
• Confident briefing senior leadership on department priorities, metrics, and performance of your team.
• Acts as a resource for colleagues with less experience.
• Ability to train your team, can explain information; develop skills to bring team members to consensus around topics within department priorities.

Required Qualifications

• Bachelor's Degree (ideally in business or technical discipline) or alternative experience
• Significant Customer facing and/or Commercial Experience

Desired Characteristics

• Strong oral and written communication skills.
• Demonstrated ability to analyze problems to develop route cause analysis and ownership of the problem resolution.
• People leadership experience, experience of training, coach and developing teams (direct line-management or indirect through coach/mentoring)
• Lean training and/or demonstrated leadership of continuous improvement projects
• Demonstrated ability to meet deadlines, priorities work and implement recovery action for key metrics.
• A passion for aviation and knowledge of the aviation industry

Baseline Personnel Security Standard (BPSS) clearance is required and must be maintained for this role. Please note that in the event that BPSS clearance cannot be obtained, you may not be eligible for the role and/or any offer of employment may be withdrawn on grounds of national security. Please see the link below for further details regarding the requirements for BPSS clearance: BPSS

Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, under the applicable UK immigration rules as may be in place from time to time, it may be that candidates who do not currently have the right to work in the UK may not be appointed to a post if a suitably qualified, experienced and skilled candidate who does not require sponsorship is available to take up the post. For further information please visit the UK Visas and Immigration website.

Dowty supports and encourages flexible working arrangements, where possible, and recognises the benefits to employees of having a positive work-life balance.

At Dowty Propellers we understand the importance of Total Reward.  Our flexible benefits plan, called FlexChoice, gives you freedom, choice and flexibility in the way you receive your benefits, as well as giving you the opportunity to make savings where possible.

As a new joiner to we are pleased to be able to offer you the following as default in your benefit fund, which you then can tailor to meet your individual needs;

• Non-contributory Pension          
• Life Assurance
• Group income protection            
• Private medical cover    
• Holiday Hourly equivalent of 26 days, with flexible option to buy or sell

Additional Information Relocation Assistance Provided: No