Customer Support Officer

Hours:37 hours per week – Hybrid (1 day per week in the office)

Gi Group are recruiting for a Customer Support Officer to provide project management, PMO support, and business analysis focused on material and configuration data.

The successful candidate will lead commissioned/business projects, coordinate cross-functional resources, and engage directly with customers (where required) alongside the Customer Support Manager to support customer contracts and deliver results across cost, quality, and schedule.

Key Responsibilities

• Lead the project management of commissioned/business projects, coordinating the integrated project team and assigned resources.
• Proactively manage project requirements into the business, supporting product improvement and capability growth opportunities.
• Maintain and sustain project operations to ensure consistent delivery and service performance.
• Gain actionable insight into customer/project interface preferences and intent to support improved outcomes.
• Engage with Customer Support & Training and wider stakeholders to deliver agreed performance targets aligned to company processes (cost, quality, schedule).
• Manage task flow-down to functions, ensuring planning, scheduling, performance monitoring, and reporting are completed to required standards.
• Ensure stakeholders are risk aware, identify risks, and agree/lead mitigation actions to protect delivery.
• Provide progress reporting to designated Lead(s), including programme-specific SWOT, risks, and issues relating to LHUK deliverables.
• Ensure company business processes are followed for all work performed by LHUK personnel or external contracted parties.
• Remain vigilant for safety and/or airworthiness concerns raised through customer support and ensure issues are appropriately escalated and resolved.
• Ensure Statements of Work (SOW) and project plans align to capacity requirements and constraints.
• Always Comply with HSE responsibilities and the Code of Ethics.
• Proven computer literacy with excellent knowledge of MS Office, particularly MS Excel; MS Project is highly desirable.
• Experience using at least one data visualisation tool (e.g., Power BI or Tableau).
• Strong communication skills (written, verbal, presentations) and interpersonal skills (influencing, negotiating, motivating).
• Proven programme/project planning capability (schedules, critical path, risk analysis, mitigation) in time-critical or project lead roles.
• Ability to collect, collate, analyse and present information clearly and concisely.
• Resilient under pressure with the ability to prioritise and maintain focus on goals.
• Strong problem-solving skills with the ability to operate in a challenging environment.
• Positive, proactive attitude with drive, motivation and commitment in a cross-functional, multi-discipline team.
• Confidence to build effective relationships with customers and internal stakeholders at all levels.

Nice to Have / Beneficial Experience

• 3+ years’ experience in a pricing or data analysis/processing role (beneficial).
• SAP experience (beneficial).
• Power BI experience (beneficial).
• Understanding of logistic support and associated support disciplines.
• Understanding of a business service/support organisation (operations, commercial awareness, management structure).

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