Customer Service Representative - Team Leader M/F (H/F) - GOODRICH ACTUATION SYSTEMS LIMITED (UK) in Wolverhampton

Overview

Safran is an international high-technology group operating in the fields of aeronautics (propulsion, equipment and interiors), space and defence. Its mission: to contribute sustainably to a safer world, where air transport becomes increasingly environmentally friendly, comfortable, and accessible. The Group employs 100,000 people worldwide, with a revenue of €27.3 billion in 2024, and holds leading positions globally or in partnership in its markets. Safran is the 2nd company in the aerospace and defence sector in the "World's Best Companies 2024" ranking by TIME magazine.

Safran Electronics & Defense offers its clients embedded intelligence solutions that allow them to understand their environment, reduce mental load, and ensure trajectory, even in critical situations, across all environments: on land, at sea, in the sky, or in space. The company leverages the expertise of its 13,000 employees to serve three functions: observe, decide, and guide, for both civil and military markets.

Mission description

What does the role look like?

We are seeking a capable and people-focused MRO Storefront Team Leader to support the delivery and ongoing evolution of the MRO Storefront function, reporting directly to the MRO Storefront Manager. This role is responsible for the day-to-day leadership, performance, and development of the MRO Storefront Administrator and Customer Service Representative (CSR) team. The role plays a critical part in maintaining operational stability, consistency, and service quality during a period of transformation. Initially, the focus will be on managing execution within a task-based operating model, ensuring high-volume administrative and transactional activities are delivered accurately and on time. As the Storefront evolves, the Team Leader will support the transition to a customer-based operating model, coaching CSRs towards end-to-end customer ownership. This position requires strong people leadership, operational discipline, and the ability to translate direction into clear priorities, behaviours, and outcomes for the team.

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

• Lead, coach, and support a team of MRO Storefront Administrators and CSRs, ensuring clarity of roles, priorities, and expectations.
• Manage daily workload allocation and task prioritisation to ensure service levels, deadlines, and customer commitments are consistently met.
• Act as the first escalation point for operational and customer issues, resolving where possible and escalating appropriately when required.
• Ensure consistent execution of Storefront activities, including inbox management, SAP transactions, unit inductions, quoting, order progression, and invoicing support.
• Monitor individual and team performance against agreed KPIs, identifying risks and improvement opportunities.
• Support onboarding, training, and capability development of new and existing team members.
• Coach CSRs towards greater autonomy, process understanding, and customer ownership as the Storefront transitions to the future-state model.
• Ensure adherence to standard operating procedures, data quality requirements, and governance frameworks.
• Support the implementation of organisational and process changes, including the move from task-based to customer-based ways of working.
• Identify operational pain points and feed structured inputs into continuous improvement and automation initiatives.
• Promote a strong customer-centric mindset while maintaining operational discipline.
• Ensure issues are managed through the Quality, Cost, Delivery, People, Safety (QCPC) process.
• Promote compliance with ethical standards, IT policies, people practices, and Environment, Health & Safety requirements.
• Act as a role model for professional behaviours, accountability, and collaboration across the Storefront and wider MRO organisation.

What will you bring to the role?

Essential skills:

• Proven people leadership experience within a customer service, operational, or administrative environment.
• Strong organisational skills with the ability to manage workload, priorities, and operational detail.
• Experience working with ERP systems (SAP preferred) in transactional or order management settings.

Desirable skills:

• Experience within Aerospace MRO or a regulated industry.
• Exposure to quoting, invoicing, turnback management, or cash-collection processes.
• Experience supporting organisational or process change initiatives.
• Familiarity with Continuous Improvement or Lean methodologies.
• Aspiration to progress into broader Storefront or operational leadership roles.