Job description
Job Description
Customer Experience & Engagements Lead - Submarines
Full-time – 37 hours – Approx. 80/20 Onsite/Remote
Derby/Hybrid
Why Rolls-Royce?
An exciting opportunity has arisen for a Customer Experience & Engagements Lead to join Rolls-Royce Submarines.
We’re a leader in propulsion system design and development for the Royal Navy’s nuclear submarine fleet and the sole provider and technical authority.
Join us and we’ll provide an environment where you can be yourself. An inclusive, digital-first culture that invests in you, gives you a platform for continuous learning, and access to an incredible breadth and depth of opportunities to grow your career.
As a Customer Experience & Engagements Lead, you will be accountable for expert steering of our on-site visits, including management of demand through our facilities and leading on all aspects of administrative support to senior business engagements. You will furthermore drive towards improving consistency in the business’ approach to visits at all levels, via process improvements, guidance material development, communications and employee outreach. You will work closely with the local engagements team and be supported in role by the broader Customer Team and manager.
We offer excellent development, a competitive salary and exceptional benefits. These include bonus, employee support assistance and employee discounts.
Your needs are as unique as you are. We encourage flexible working arrangements and support hybrid working wherever possible, so you can always be at your best - wherever and whenever you work.
What you will be doing:
With this exciting opportunity you will get a chance to:
- Alongside a peer Customer Experience & Engagements Lead, manage all administrative and steering aspects of senior (VIP) visitors from our customer and broader industrial base.
- Balance load/capacity of visit demands to our site, acting as the lead on triaging new requests for the attention of the Customer Team manager and facility General Managers (Directors).
- Drive consistency of experience for all visitors to the RRS site, via process visibility, guidance materials, communications and employee outreach – acting as the local subject matter expert.
- Deliver specific, targeted improvements to our on-site visits processes, including integration between the customer team needs and broader business areas e.g. facilities, security, ethics.
- In peak demand periods, support broader customer team processes such as customer satisfaction, commercial sponsorships, and events attendance coordination.
Who we’re looking for:
At Rolls-Royce we embrace agility, are bold, pursue collaboration and seek simplicity in everything we do. These principles form our values and behaviours and are an essential component of our assessment process and are fundamental qualities that we seek for all roles.
The successful candidate will be an independent and self-motivated operator, able to manage working towards set objectives with gentle steering – organizing their own time effectively and prioritising requirements with agility to deliver committed outcomes. Experience in a customer-facing team environment, working on process development, supporting visits/events management and/or working with significant volumes of data are all highly desirable traits.
To be successful in this role you will need to:
- Be able to operate with autonomy, with the ability to progress workload independently, supported via management steering sessions.
- Be a capable operator in a customer-facing role, including the ability to manage with ease a dynamic and ever-changing environment - due to the nature of visits and events management.
- Be a positive team player focused on working collaboratively to support the broader team, and business, to be at its best – acting as a driving force for process adoption and culture change.
- Be able to work with some ambiguity, understanding the ‘end goal’ and breaking this out into tangible ‘steps’, then mapping this back to an easily understandable plan on a page.
- Be a competent and confident communicator, able to manage relationships at all levels, drive messaging forwards, and (once trained) act as a subject matter expert.
No specific qualifications are demanded; applicants from all backgrounds will be considered on a strengths / competency’s basis. Graduates with a BA/BSc within: business management, events, administration, marketing, media or communications would be considered as an entry-level role.
Join us & Make an impact
Pioneers of Power
We’re an equal opportunities employer. We’re committed to developing a diverse workforce and an inclusive working environment. We believe that people from different backgrounds and cultures give us different perspectives. And the more perspectives we have, the more successful we’ll be. By building a culture of respect and appreciation, we give everyone who works here the opportunity to realise their full potential.
We welcome applications from people with a refugee background.
You can learn more about our global inclusion strategy at
careers.rolls-royce.com
To work for the Rolls-Royce Submarines Business an individual has to hold a Security Check (SC) clearance without any caveats to that clearance. Rolls-Royce will support the application for Security Clearance if the individual does not currently already have this in place.
Due to the nature of work the Business conducts and the protection of certain assets a person has to be a UK national or in MoD approved cases a Dual National from a non ITAR country.
Closing Date: Wednesday 4th January 2022
Job Category
Customer Account Management
Posting Date
14 Dec 2022; 00:12
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