Customer Service Officer

Job Description:

Salary Range: £44,171 to £50,000

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.

Your impact

Are you an organised and proactive professional with a passion for delivering exceptional customer service and managing complex projects? As a Customer Service Officer, you will work in a collaborative environment where you will build strong stakeholder relationships and drive continuous improvement, to ensure successful project delivery.

Reporting to the Senior Customer Service Manager, you will play a key role in managing customer-focused projects and support activities across the business. Acting as the primary interface between customers and internal teams, you will coordinate resources, manage risks, monitor performance, and identify opportunities to enhance products, services, and capabilities. Working closely with stakeholders across the organisation, you will help ensure projects are delivered safely, efficiently, and to the highest standards of quality and customer satisfaction.

For the awareness of internal applicants, this position is a JFF level 5.

What you will do as a Customer Service Officer:

• Project management of commissioned / business projects and the designated resources for the relevant projects integrated project team.
• Proactive management of commissioned / business projects needs and requirements into the business – particularly in relation to product improvement and capability growth opportunity.
• Maintenance and sustainment of commissioned / business projects operations.
• Gaining actionable insight of project interface preferences and intentions.
• Engage with allocated resources across Customer Support & Training and the wider business stakeholder groups to deliver the required level of performance in terms of cost, quality and delivery schedule in accordance with Company processes for the owned commissioned / business projects.
• Responsible for managing the tasks and flow down to the Functions, ensuring schedule, and performance monitoring / reporting in accordance with the Company processes.
• Ensure that all stakeholders are risk aware and identifying risks that could impact on the ability to discharge commissioned / business projects.
• Identify, agree and manage risk mitigation activity to secure best possible outcomes.
• Report to designated Lead(s); progress against programme specific strengths, weaknesses, opportunities, threats and risks for LHUK items arising from the conduct of the tasked work.
• Ensure that business processes are adhered to during the execution of any work activity carried out by LHUK personnel or outside contracted parties.
• Be vigilant to safety and/or airworthiness issues raised through customer support activity and ensure that these are resolved.
• Ensure that Statements of Work are established and project plans align with capacity requirements and constraints.

There will be opportunity for international and UK travel for customer user group meetings and supplier visits – subject to business requirements.

What you’ll bring

• A positive attitude expressed in drive, motivation and commitment in executing the tasks in a cross functional and multidiscipline team.
• Programme management and planning skills, schedules, critical path, risk analysis and mitigation in a time critical or project lead environment.
• An understanding of the business service and support organisation, operations, commercial and management structure.
• An understanding of logistic support and associated support disciplines.
• Excellent communication skills (written, verbal, formal presentation) and interpersonal skills (influencing, negotiating and motivation) at all levels of the business.
• To be resilient under pressure and maintain a clear focus on goals and priorities.
• The ability to collect, collate, analyse and present information clearly and concisely in writing or verbally.
• Confidence to establish and build relationships with all stakeholders.
• Problem solving abilities and the ability to apply them in a challenging environment.

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 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