Customer Service Representative - Team Leader

Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.
Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.

Safran Electronics & Defense offers its customers onboard intelligence solutions allowing them to understand the environment, reduce mental load and guarantee a trajectory, even in critical situations, in all environments: on land, at sea, in the sky or space. The company harnesses the expertise of its 13,000 employees towards these three functions: observe, decide and guide, for the civil and military markets.

What do we offer?

• Competitive salary
• Company performance bonus scheme
• Pension scheme - up to 10% employer contribution
• Private medical insurance
• Comprehensive health cash plan
• 25 days annual leave + bank holidays
• Flexible benefits programme (buy & sell holiday allowance, discounted gym memberships, Maternity/ adoption leave- up to 52 weeks, first 26 weeks at full pay, subsequent 26 at 50% (basic pay) and Paternity/Non-Pregnant Parent/ Co-adopter leave 4 weeks full pay)
• Structured training & opportunities to progress

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.