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Customer Experience Officer

Date: Sep 21, 2022

Location: Bristol, ENG, GB

Company: GKN Aerospace Careers

A Truly Global Business 
Every day, around the world, we help aircraft fly further, faster and greener.  We’re the world’s leading tier one aerospace supplier of systems and components. With over 15,000 employees across 38 manufacturing sites in 13 countries serving over 90% of the world’s aircraft and engine manufacturers with sales of £2.8bn.  Together as “One GKN” we’re moving our business and industry forward developing technologies that rapidly decarbonise aircraft, and innovating to help build a new generation of planes that produce zero emissions.  We’re putting sustainability at the heart of what we do; driving our objective to becoming a net zero greenhouse gas emissions business before 2050! 

Making a Difference 
It’s great to know you’re making a difference to the future of aviation! Whatever part you play you’ll be helping us deliver operational excellence to our customers.
 

The Opportunity

Based at our state-of-the art Research & Development Centre - the GKN Aerospace Global Technology Centre - in Bristol, we are seeking a new Customer Experience Officer to join our friendly team. This is a very exciting and potentially career-defining opportunity to be part of a team that is embarking on a journey to make a positive change for everyone that works at the UK GTC. We are looking for a talented individual with a passion for customer service, employee engagement, and improving how people communicate and work together. As our Customer Experience Officer, you will be responsible for designing, establishing and managing processes around visitor experience (i.e. an events-based approach) and internal communications.  You will also provide support and coordination for local initiatives to deliver positive employee engagement and to drive the culture principles and values that help make the GTC a Great Place to Work.
 

How You'll Contribute

In this role, you will:

•    Lead the Reception team to provide a high level of customer focus to meet the business needs
•    Continuously review and improve standards and procedures to ensure a seamless delivery of front of house services and visitor experience.
•    Supervise and ensure the professional greeting of customers and visitors to the highest standards
•    Supervise and support with the co-ordination of VIP functions and events.
•    Provide cover to the reception team when required
•    Develop and manage the internal communications plan which involves setting up and overseeing a range of communication channels/ programs/ initiatives 
•    Coordinate with the relevant stakeholders to gather content for delivery for the various communication channels, suggesting improvements to content.
•    Capitalise on opportunities for positive communication stories and collaborate with appointed communication ambassadors to increase the quality and quantity of our communications.
•    Ensure outputs are on brand, promoting the technical community communications collateral such as our strapline, identify symbol, icons and powerpoint templates.
•    Develop measurement and evaluation tools to understand the effectiveness of the communications plan and to identify opportunities for improvement.
•    Provide support and coordination for local initiatives to deliver positive employee engagement and to drive the culture principles and values that help make the GTC a Great Place to Work.

What You'll Bring

To help us make a difference, you’ll bring your passion and expertise/ talent for what you do along with the following skills, experience, qualifications and attributes:
 

  • A passion for customer service 
  • Digitally savvy, a great writer and with an understanding of primary social media.                                                                                                                              
  • Working knowledge of MS packages.                                                                                                                    
  • Excellent written, presentation and verbal influencing skills.                                                                          
  • Creativity – spotting opportunities for positive communication stories.                                                      
  • Good skills in building stakeholder relationships and networks.  
  • Confident in engaging with a full range of seniorities, from CEOs and Minsters through to students.
  • Excellent attention to detail with a high level of organisation and prioritisation.                                                                                                                                
  • Initiating action and tenacity to follow through tasks to completion.                                                                
  • Calm whilst working in a complex and global environment, flexible to handle changing priorities.      

Desirable:

  •      Degree qualified (or equivalent) or studying towards a degree in a relevant discipline (communications, marketing, events, PR or business administration).

What We'll Provide

Once you’re on board you’ll get the following perks and benefits:
•    Industry Leading Pension Scheme = we’ll match your contributions up to 8% on a 1 : 1.5 basis
•    Life Assurance 8 x salary
•    25 days' holiday + bank holidays
•    Income protection
•    Shopping discounts
•    Cycle To Work Scheme
•    Employee Assistance Programme
•    A collaborative, dynamic working environment 

As well as a competitive package we’ll offer you a world of opportunity. We want to see your career fly!  We’ll support your career progression by providing you with learning and development opportunities.  That’s the beauty of being part of a global business, once you’re on board you never know where you career journey may take you! 
A Great Place to work needs a Great Way of Working
Everyone is welcome to apply to GKN.  Through our commitment to diversity, inclusion and belonging and by living our five powerful principles we’ve created a culture where everyone feels welcome to contribute.  It’s a culture that won us ‘The Best Workplace Culture Award’ last year.  By embracing and celebrating what makes us unique we encourage everyone to bring their full self to work.
We’re also committed to providing an accessible recruitment process, so if you require reasonable adjustments at any stage during our recruitment process please get in touch and let us know.

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