At a Glance
- Tasks: Act as the key link between customers and DEA teams, providing operational and technical support.
- Company: Join a leading organisation in operational support and customer liaison.
- Benefits: Gain valuable experience in a dynamic environment with opportunities for growth.
- Other info: Shift-based role in Dover, ideal for those who thrive under pressure.
- Why this job: Be at the forefront of technology and customer interaction in a fast-paced setting.
- Qualifications: Experience in technical operations or customer-facing roles is a plus.
To act as DEA's embedded Customer Liaison Officer within a Customer's centre in Dover, providing the day-to-day operational and technical link between the customer, DEA mission crews, and support teams. The liaison officer will be responsible for providing sensor payload output advice on the utilisation of the platform and resolving any issues with the interface. The role will provide first-line support to ensure sensor outputs are correctly received, displayed and understood within the command centre, escalating technical faults where required and maintaining continuity through clear shift handovers. This is a shift-based, customer-facing role requiring a calm, credible and technically confident operator.
Key Responsibilities
- Customer Liaison and Operational Support: Act as DEA's on-site representative during assigned shifts, maintaining a professional and effective working relationship with customer watchkeepers, command staff and operational teams. Provide the customer with timely advice on platform availability, sensor outputs, tasking considerations, capabilities and operational limitations. Support the customer in understanding and using sensor payload outputs, including explaining what the platform can deliver and any factors affecting collection or display quality. Coordinate live operational queries and issues between the Customer's Centre, DEA mission crews, and support teams, ensuring information is passed through the agreed command and communication routes.
- Sensor Output and Platform Advice: Maintain a practical working knowledge of the platform sensor payload, output formats, display characteristics and key operational limitations. Advise on effective utilisation of the platform and sensor payload to support customer requirements, including appropriate use of available sensor products and outputs. Confirm that live feeds, imagery, video and associated data are being received and displayed correctly within the Customer's Centre. Explain any known collection gaps, degraded outputs, latency or other limitations to the customer and support identification of workable operational alternatives where possible.
- Interface, Display and Technical Support: Provide first-line diagnosis and resolution of interface or display issues affecting the delivery of sensor payload outputs into the command centre. Complete agreed system checks and basic recovery actions, including connection, display, and configuration checks, within authorised procedures and access permissions. Identify whether faults are likely to sit within the local display/interface, communications path, mission system or aircraft platform and engage the appropriate support team. Escalate unresolved technical issues promptly, providing clear fault details, timings, symptoms, actions taken and current operational impact. Confirm restored service with the customer following corrective action and record the outcome to support traceability and recurring fault analysis.
- Compliance, Handover and Reporting: Conduct structured shift handovers covering platform status, customer priorities, current faults, outstanding actions and any operational limitations. Maintain concise operational and technical logs, capturing customer requests, interface issues, resolutions and matters requiring follow-up. Handle customer information, imagery and operational data in accordance with company procedures, customer security requirements and Customer site rules, raising risks or recurring issues through the appropriate management route.
Technical Experience and Expertise
- Demonstrable operational experience in a military, law enforcement, border security, command and control, intelligence, aviation, technical operations or similar environment; an ex-military or law enforcement background is highly desirable.
- Strong technical aptitude with experience of live video, sensor feeds, mission systems, IT interfaces, communications or control-room display systems, and the confidence to carry out first-line fault finding.
- A relevant technical, communications, avionics, IT, ISR, or operational qualification is desirable; equivalent practical experience will be considered.
- Experience working directly with customers or operational command staff in a live or time-sensitive environment is desirable.
- Able to work a shift pattern on-site in Dover and meet all company and customer security, vetting, and site access requirements.
Skills Profile
- Confident and credible customer-facing communicator, able to build trust with operational staff and explain technical matters in clear, practical language.
- Calm and methodical under pressure, with a strong problem-solving approach and the judgement to distinguish between issues that can be resolved locally and those requiring escalation.
- Technically curious and comfortable working with unfamiliar systems, interfaces and display equipment while following controlled procedures.
- Strong attention to detail, with disciplined logging, handover and incident reporting habits.
- Able to work independently, take ownership of issues and maintain momentum while remaining closely connected to the wider DEA operational and technical teams.
- Reliable, flexible and team focused, with the ability to support shift work and changing operational priorities within a customer command-centre environment.
Customer Liaison Officer in Retford employer: DEA Aviation
DEA is an exceptional employer for pilots seeking a dynamic and rewarding career in aviation. With a focus on autonomy and teamwork, our culture fosters professional growth and encourages pilots to take ownership of their missions while delivering bespoke airborne solutions across the UK and Europe. We offer competitive benefits, a supportive environment, and the opportunity to work with cutting-edge aircraft, making every day an adventure in a close-knit team dedicated to excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Officer in Retford
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DEA Aviation. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like DEA Aviation before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Liaison Officer in Retford
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to DEA Aviation:Your cover letter is your chance to shine! Tell us why you want to work at DEA Aviation specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at DEA Aviation!
How to prepare for a job interview at DEA Aviation
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
