Service Officer Secondment - Services Control Centre (SCC)

Overview

We are looking for a Service Officer to join our Services Control Centre (SCC), reporting to a Duty Manager, on a 12 month secondment basis. The role involves interfacing with operational and technical teams responsible for Aircraft on Ground (AOG) service restoration for our global customer network.

Key Responsibilities

• Accountable for managing on duty case load and incoming requests, reporting key issues affecting operators worldwide.
• Co ordinate people, process, parts, tooling, technical support, and logistics during shifts.
• 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).
• Liaise with SCC teams to achieve optimal business outcomes.
• Identify opportunities for improving working practices and performance.

Candidate Profile

• Experience in issue resolution, such as technical or operational problems with strong customer communication skills, ideally in high pressure environments.
• Experience in customer relationships in operations, manufacturing, or customer facing environments; proven team player able to interact with a wide range of personnel.
• Keenness for continual improvement and ability to transform processes for the benefit of the business and customers.
• Understanding of the on wing and off wing aftermarket network and its financial dynamics.
• Awareness of an airline's operational environment, industry challenges and trends.
• Familiarity with Rolls Royce products and services and the regulatory environment.
• Strong business acumen, IT skills, and excellent communications skills capable of operating at various organisational levels.
• Experienced with Customer Relationship Management (CRM) concepts and managing issues via IT systems.
• Comfortable dealing with ambiguity and able to remain calm under pressure in a task based, customer focused team.

Shift Details

The position requires attendance at the operations room in Derby and a 12 hour shift pattern: typically a mix of 2 days, 2 nights, then 4 days off with periodic relief cover. This provides 24/7/365 coverage and may include weekends and public holidays.

Training

We offer a dedicated on the job training programme that takes 2 3 months to complete before starting shift work.

Benefits

• Generous Annual Leave
• Retirement Savings through the Rolls Royce Retirement Savings Trust
• Group Life Assurance with a lump sum benefit if you die whilst employed by Rolls Royce Group
• Income Protection providing income if unable to work due to illness or injury
• Shares: Matched - buy one share, get one free
• Digital GP - convenient access to GP consultations

Equal Employment Opportunity

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.