Team Lead - Customer Services Representative M/F

Job description

Team Lead - Customer Services Representative M/F

Vacancy details

General information

Entity

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.

Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Electronics & Defense offers its customers onboard intelligence solutions allowing them to understand the environment, reduce mental load and guarantee a trajectory, even in critical situations, in all environments: on land, at sea, in the sky or space. The company harnesses the expertise of its 13,000 employees towards these three functions: observe, decide and guide, for the civil and military markets.

Reference

2025-169337

Position description

Domain

Programs / Customer Relations

Job field / Job profile

Customer services and support - Customer support & services management (CSSM)

Job title

Team Lead - Customer Services Representative M/F

Employment type

Permanent

Professional category

Administrative staff

Part time / Full time

Full-time

Job description

What does the role look like?

We are looking for an experienced Customer Service professional to step into a CSR Team Lead position within the Aftermarket environment. This role combines hands-on customer account management with day-to-day leadership of a Customer Service team, ensuring consistent delivery of high-quality service and operational excellence.

As a Team Lead, you will act as a role model for customer-centric behaviours, providing guidance, support and direction to the team while maintaining direct responsibility for key customer accounts. You will take ownership for service performance, process adherence and continuous improvement, ensuring customer expectations are met and exceeded. The successful candidate will demonstrate strong decision-making capability, attention to detail and personal integrity, with the confidence to lead by example and drive accountability within the team.

What will your day-to-day responsibilities look like?

• Lead, coach and support the Customer Service team within the Collins Aftermarket Service function, fostering a strong customer-first culture.

• Act as the first point of escalation for complex customer queries, complaints and service issues, ensuring timely and effective resolution.

• Manage a portfolio of key customer accounts, maintaining strong relationships and delivering a high standard of service.

• Monitor team workload, priorities and performance to ensure service levels, deadlines and customer commitments are consistently met.

• Review and enhance customer communications, documentation and standard operating procedures to drive clarity, consistency and efficiency.

• Provide guidance on RFQs, purchase orders and contract reviews, ensuring compliance with contractual and commercial requirements.

• Coordinate scheduling and order management activities, balancing customer delivery expectations with operational capabilities.

• Collaborate closely with internal stakeholders including production, sales, shipping and warehouse teams to resolve issues, expedite orders and trace shipments.

• Support and challenge the team to operate independently and confidently across telephone and electronic customer channels.

• Track adherence to agreed schedules, manage customer expectations and provide clear status updates, escalating risks or performance concerns as required.

• Ensure issues are reported and managed through the Quality, Cost, Delivery, People, Safety (QCPC) process and support resolution of invoice and cash-collection queries.

• Actively contribute to continuous improvement and Lean activities, identifying opportunities to improve processes, systems and team effectiveness.

• Ensure the team operates in line with ethical standards, IT policies, people philosophies and EH&S requirements.

But what else? (benefits, specificities, etc.)

What do we offer?

• Competitive salary

• Company performance bonus scheme

• Pension scheme - up to 10% employer contribution

• Private medical insurance

• Comprehensive health cash plan

• 25 days annual leave + bank holidays

• Flexible benefits programme (buy & sell holiday allowance, discounted gym memberships, Maternity/ adoption leave- up to 52 weeks, first 26 weeks at full pay, subsequent 26 at 50% (basic pay) and Paternity/Non-Pregnant Parent/ Co-adopter leave 4 weeks full pay)

• Structured training & opportunities to progress

Candidate skills & requirements

What will you bring to the role?

Essential skills:

• Proven passion for delivering excellent customer service, with strong communication and stakeholder management skills.

• Experience using SAP, particularly within Sales and Distribution modules.

• Demonstrable experience in a customer service environment, with the ability to manage relationships, prioritise workload and maintain attention to detail.

• Confidence to lead, influence and support others, with a natural ability to take ownership and make decisions.

Desirable skills:

• Practical knowledge of the aerospace industry, ideally within a military or defence-focused environment.

• Understanding of export requirements, including EUUs and export licences.

• Previous experience with continuous improvement methodologies and Lean principles.

Position location

Job location

Europe, UK, England, West Midlands

City (-ies)

Wolverhampton