Customer Service Project Lead

Job title: Customer Service Project Lead

Location: Samlesbury, We offer a range of hybrid and flexible working arrangements – please speak to your recruiter about the options for this particular role.

Salary: £54,793+ Dependant of skills and experience

What you’ll be doing:

• Assess and prioritise critical customer issues using real-time engagement insights and data modelling to ensure timely, high-impact responses
• Lead cross-functional recovery teams with clarity and focus—setting shared priorities, coordinating actions, and delivering outcomes that support customer success
• Manage the end-to-end lifecycle of JIRA tickets within the issue portfolio, ensuring accountability, visibility, and resolution aligned with service expectations
• Serve as a central point of contact for senior internal and external stakeholders, fostering trust through transparent communication and dependable support
• Provide clear escalations and updates to the Customer Service Manager and Global Operations Centre leadership, contributing to strategic decision-making
• Apply strong project management practices to drive the resolution of critical issues, balancing efficiency, quality, and a positive customer experience
• Collaborate with the Technical Critical Issues team to ensure appropriate, timely technical responses that meet both operational needs and customer expectations
• Prioritise effectively across customer groups when timelines are constrained—focusing on fair, value-driven decisions that maintain service excellence and partnership strength

Your skills and experiences:

• Skilled in communication and stakeholder engagement, with the ability to influence and collaborate effectively across internal and external partners
• Applies sound judgment and decision-making, guided by organisational policies, procedures, and strategic objectives
• Holds professional qualifications gained through industry experience and continuous development
• Brings either a recognised project management qualification or extensive hands-on experience delivering projects and customer service solutions in dynamic environments

Benefits:

You’ll receive benefits including a competitive pension scheme, enhanced annual leave allowance and a Company contributed Share Incentive Plan. You’ll also have access to additional benefits such as flexible working, an employee assistance programme, Cycle2work and employee discounts – you may also be eligible for an annual incentive.

The Customer Service Project team:

This is an exciting opportunity to become part of BAE Systems, where you’ll join a dedicated Service Desk team committed to delivering outstanding customer service to both internal and external stakeholders.

You’ll work alongside supportive and like-minded professionals who are passionate about best practices and

service improvement. No two days will be the same, and you’ll gain valuable exposure by working closely with our in-service Typhoon aircraft teams—deepening your understanding of advanced aerospace systems and operations.

At BAE Systems, we’re invested in your success. We offer a dynamic environment where you’ll be encouraged to grow, with access to development programmes and the support you need to build a long-term career with us.

If you’re ready to take on a role where you can thrive, learn, and contribute to cutting-edge defence solutions, we’d love to hear from you.

Why BAE Systems?

This is a place where you’ll be able to make a real difference. You’ll be part of an inclusive culture that values diversity of thought, rewards integrity, and merit, and where you’ll be empowered to fulfil your potential. We welcome people from all backgrounds and want to make sure that our recruitment processes are as inclusive as possible. If you have a disability or health condition (for example dyslexia, autism, an anxiety disorder etc.) that may affect your performance in certain assessment types, please speak to your recruiter about potential reasonable adjustments.

We welcome applications from all suitably qualified people, who are BAE Systems employees and have been in their current role for 12 months or longer.

Please be aware that many roles at BAE Systems are subject to both security and export control restrictions. These restrictions mean that factors such as your nationality, any nationalities you may have previously held, and your place of birth can restrict the roles you are eligible to perform within the organisation. All applicants must as a minimum achieve Baseline Personnel Security Standard. Many roles also require higher levels of National Security Vetting where applicants must typically have 5 to 10 years of continuous residency in the UK depending on the vetting level required for the role, to allow for meaningful security vetting checks.

Closing Date: 18th June 2025

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

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