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Customer Services Specialist

Employer
Undisclosed Company
Location
North Yorkshire, Catterick Garrison
Salary
Negotiable
Closing date
4 Nov 2021

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Customer Services Specialist Driver/Administrator
Catterick
Land Defence - DSG

About the role

The purpose of this role is to deliver the customer services (CS) processes that enable vehicles/assets to be efficiently delivered into the repair process and delivered back to customers after the repair process. Working as part of a multi-skilled team, CS Specialist Driver-Administrators co-ordinate the arrival of vehicles/assets planned for repair, deliver handover/takeover processes/discrepancy reporting (DR) and transfer ownership on JAMES. The team prep the asset ready to go into its respective repair line as and when it's required according to the production plan. Where assets require changes to planned completion dates the CS team will liaise with customers and the planning function to amend the production plan where necessary.

Main Tasks

What the post holder has Responsibility for;

People:
* Liaising with customers regarding delivery, collection and changes to planned arrangements
* Liaising with planning function where assets are not going to be ready by expected completion date.
* Liaising with workshops to confirm assets ready to go into repair.
* Liaising with Haulage contractors during Load/unloading of Platforms

Tools:
* System administration - ERP, safety near misses, asset management, quality, Learning Management System (LMS)
* Ensuring work areas remain safety compliant
* Ensuring staff have and comply with PPE requirements

Process:
* To adhere to company and Highway code policies at all times
* Receipting / transferring of assets on JAMES on receipt
* Performing handover / takeover and discrepancy report (DR) processes
* Driving vehicles from customer service area to holding area ready to go into workshops
* Aiding Workshop teams in asset recovery.
* Load/Unload a variety of platforms according to JSP 800
* Updating systems (e.g. ERP) of production output
* Raising output risk(s) with higher management
* Effective planning of plant / equipment / system downtime to minimise impact on outputs

The post holder has Accountability for;
* Adhere to prescribed health and safety procedures
* To report any faults found vehicles
* To complete outputs within the allocated time
* To complete tasks to the appropriate quality / output standard level
* To use systems in line with processes
* To follow customer services processes
* To ensure data entered into IT systems is fully complete and accurate
* Ensuring management chain is notified of risks of meeting output plan as soon as is apparent
* Ensuring company processes are adhered to

The post holder has delegated Authority for;

* Authority to request transport and travel requirements (pool cars, hotels etc.)
* Authority to submit IT requests
* Authority to complete non-conformance report (NCR)
* Authority to update Learning Management System (LMS)
* Authority to submit H&S and Security near misses / reports
* Authority to use production systems (e.g. ERP, JAMES)
* Authority to request training needs
* Authority to stop work/production where activity is deemed unsafe

The post holder will be measured by indictors including;
* Daily monitoring of incoming / outgoing assets/vehicles against plan - Orders started / on track / closed in line with plan
* Discrepancy report (DR) of missing items from vehicle completed and submitted to customer within 28 days of vehicle receipt
* Completed vehicles/assets collected or transported off site within no more than 20 days of job closure

What do I need to do the role?

* Educated to Level 2 in National Qualification Framework (NQF) as a minimum (Intermediate apprenticeship, Level 2 NVQ, GCSE - Grade A* - C, O Level A - C, CSE Grade1) or equivalent workplace experience
* Competent PC user (MS Office, MS Outlook, SharePoint, ERP system)
* Essential: Full UK driving license HGV C+E
* Experience of driving MOD A & B vehicles

Skills Profile

Skills requirements:
* Able to learn and use core IT system processes (e.g. ERP, LMS, JAMES)
* Ability to learn and follow production processes and techniques
* Ability to learn and follow safety standards and procedures
* Ability to and follow asset movement processes & techniques.
* Ability to be flexible to changing demands.
* FAM training for required platforms.
* Ground & load /Unload Marshalling

Behavioural requirements:
* Demonstrates alignment with Babcock's guiding principles (Being Babcock)
* Promotes and advocates the 'Babcock Behaviours and Expectations' for managing safety
* Promotes and advocates Babcock's Respect principles
* Promotes and advocates Babcock's security (physical and electronic) principles
* Demonstrates buy-in to vision, mission and goals
* Demonstrates ability to treat others fairly and with respect
* Demonstrates resilience to set backs
* Demonstrates ability to offer solutions to problems
* Demonstrates flexibility in approach to work
* Demonstrates ability to use own initiative
* Demonstrates ability to filter what should be raised to Supervisor level

Training and tools requirements:
* Babcock Picasso account
* Systems access - ERP System, Qlikview, Concur, Learning Management System (LMS), JAMES
* Training
* IT Systems training
* Vehicle Familiarisation (FAM) training
* Vehicle licenses
* Ground/Load/Unloading Marshalling

What else do I need to know?

We are happy to talk about flexible working. Please ask about alternative work patterns at interview.

Application Guidance

If you are currently employed by Babcock, please let your line manager know that you're applying for this vacancy. You should also let them know if you are attending an interview or assessment for a role.

Please note that you will not be able to access the vacancy details after the closing date so you may wish to keep a copy of this advert and any supporting documents for your records.

We are committed to building an inclusive culture and strives to attract talent who thrive in an inclusive and flexible working environment.

If you have a disability or need any reasonable adjustments during the application and selection stages please let us know and we will respond in a way that best fits your specific needs.

Closing date: 17/10/2021

Job reference: 39080

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