Service Officer Secondment Services Control Centre (SCC)

Job Description

Service Officer – Services Control Centre (SCC)

Full-Time Secondment, on 365/24/7 shift pattern

Derby/Site-Based

Grade: Staff Grade SNBG 7-10

Why Rolls-Royce?

We are looking for a Service Officer to join our Services Control Centre (SCC), reporting to a Duty Manager, SCC on a 12-month secondment basis.  The role will involve interfacing with existing operational and technical teams responsible for Aircraft on Ground (AOG) service restoration for our global customer network. The successful candidate should have experience of working within a fast-paced operational environment, such as an operations centre or airline maintenance control centre. They will be able to effectively prioritise incoming cases in order to fulfil customer expectations and satisfaction to the highest levels.

The Derby-based Services Control Centre is mission control for Aftermarket Operations within Civil Aerospace. Our team operate in the 'here and now' and are available 24 hours a day, 365 days a year. We provide real-time immediate operational support to customers and lead service restoration activities. The successful candidate will be someone who can work with a skilled and efficient multi-functional group of experienced technical and operational individuals, dedicated to the operational support of our Civil Large Engine fleet.

We work closely with our network of 130 in-field Airline Support Team Service Representatives positioned in fifty-five office locations worldwide.  On average every month the Services Control Centre actively monitors 500,000 flying hours of aircraft data, helping our customers successfully complete over 150,000 flights. That is around four flights per minute, every minute.

Sounds exciting? It is. We are the team that airlines turn to when they have an engine problem. Minutes and seconds really matter in our world. Our customers expect us to be able to respond rapidly to get their operation back up and running as quickly as possible to minimise or prevent passenger disruption. We continually aim to improve our service and performance and remain agile to changing circumstances. This is a fast-paced role that brings with it the reward of high job satisfaction and the knowledge that your actions directly influence an airline’s operation.

What you will be doing:

You will be the accountable person when on-duty for managing case load and incoming requests, and reporting to the business key issues affecting operators around the globe.  A typical shift would comprise liaising and co-ordination of people, process, parts, tooling, technical support, and logistics so it is important you know how to work as part of a collaborative team.

You will:

• Keep on top of SCC Service Officer workload and proactively manage all CRM cases and reporting updates in a timely manner
• Provide tasking facilitation for the whole shift (Technical Team, Logistics, EHM, Line Maintenance, Customer Part Controllers).
• Liaising with SCC teams to get the best business outcomes.
• Identifying opportunities for improving our working practices and performance.

Who we are looking for:

We are looking for a candidate who:

• Has experience of issue resolution, such as technical or operational problems with good customer communication skills, ideally in high pressure environments.
• Has experience in customer relationships in an operations, manufacturing, or customer-facing business; a proven team player able to interact with a wide range of people to keep up to date with tasks and provide effective summary updates. Team working is essential for this role.
• Has a keenness for continual improvement and working with colleagues to transform our processes for the benefit of our business and customers.
• Understands how the on-wing and off-wing aftermarket network operates – how it makes money; how it spends money; what it expects of Rolls-Royce.
• Understands an airline’s operational environment, industry challenges and trends.
• Is familiar with Rolls-Royce’s products and services with an appreciation of the regulatory environment in which we operate.
• Has strong business acumen and IT skills; excellent communications skills capable of operating at various levels of an organisation.
• Ideally is familiar with the concepts of Customer Relationship Management (CRM), who can manage issues via a suite of IT systems.
• Is comfortable dealing with varying levels of ambiguity, be able to remain calm under pressure and enjoy working in a task-based, customer-focused team.

Please note, you will be required to attend the operations room in Derby and work a 12-hour shift which is typically a mix of 2 days, 2 nights, then 4 days off with periods of relief cover as well. This pattern affords 24/7/365 cover and does mean you can expect to attend the office on weekends and public holidays depending upon your rota. The candidate will work with an existing shift team and capable of working under occasional high pressure and condensed timescales.

We offer a bespoke and dedicated on the job training programme design to get you up to speed with our systems and ways of working prior to you starting shifts.  This training typically takes 2-3 months to complete before starting shift work.  We look forward to your application.

Regional Benefits:

• Generous Annual Leave
• Retirement Savings through the Rolls-Royce Retirement Savings Trust
• Group Life Assurance provides for a lump sum benefit if you die whilst employed by Rolls-Royce
• Group Income Protection provides an income in the event that you are unable to work due to illness or injury
• Your Shares: Matched is a simple way to own Rolls-Royce shares and invest in our future, together. Buy one share, get one free! Rolls-Royce | Your Shares: Matched
• Digital GP provides a convenient way for you to access GP consultations

Our vision is to ensure that the excellence and ingenuity that shaped our history continues into our future. Our multi-year transformation programme aims to turn Rolls-Royce into a high-performing, competitive, resilient and growing company. Join us, and it can be your future vision too.

Rolls-Royce are committed to being a respectful, inclusive, and non-discriminatory workplace where individuality is valued, diverse perspectives fuel innovation, and everyone can thrive.

Please be aware that the priority will be given to employees identified as being at high risk. The professional level and salary of the position will be dependent on the skills and experience of the successful candidate but is anticipated to SNBG Grade 7-10

This job is advertised at the grades shown, and this is the desired operating level for this role. We encourage applications from candidates with relevant experience from any grade.

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