Shared Services

We serve and protect those who serve and protect us. Attracting and retaining the sharpest minds is essential for our Shared Services Business. Our aim is to recruit the very best talent. At BAE we want to be the leading employer in defence and security for valuing diversity and inclusion. We care about difference in all forms and want to create an inclusive environment where everyone can be themselves and reach their full potential.

We welcome candidates from all backgrounds and particularly from sections of the community who are currently under-represented within our industry, including women, people from ethnic minorities, people with disabilities and LGBTQ+ individuals. We also want to be a preferred home for veterans and reservists.

At BAE Systems we are committed to supporting work life balance for all our employees and embrace a range of modern working practices, which aim to enhance flexibility for individuals whilst also enabling business performance. Flexibility provisions vary by role, but include; hybrid working arrangements, flexible working patterns and shift working.

Our Shared Services Business

If you’d like to make a real difference where it counts, BAE Systems is the place for you.

From keeping soldiers, sailors and pilots safe to helping countries prosper, from developing the next generation of supersonic aircraft to investing in the next generation of super-smart talent – at BAE Systems, we work together to give our customers an essential edge in protecting the things that really matter. Lives, livelihoods, ways of life.

As part of the Shared Services team, you’ll be at the heart of this endeavour – working closely with our air, maritime, land and cyber and intelligence businesses to support our customers around the world.

Join us and you’ll be encouraged and rewarded to excel in this important work. Apply your talent where it counts.

Customer Support Advisor (Employee Service Centre)

Would you like to use your customer service skills to support one of the world’s leading defence and aerospace organisations? We currently have opportunities to join our team as a Customer Support Advisor at our site in Preston.

As an integral part of Shared Services, our Employee Service Centre Advisors are responsible for multi-channel (telephone, email and live chat) interaction with BAE employees. This role sits in our inbound Contact Centre providing advice to employees in BAE Systems around HR guidance, Time & Attendance and Expenses queries. Excellent customer service is a key element to this role.

This role will provide you with the opportunity to join a busy dynamic team and grow your customer service skills.

Your main responsibilities as a Customer Support Advisor will involve:

• Handling incoming calls and responding to emails from BAE Systems employees with HR guidance, Time & Attendance and Expenses queries, aiming to resolve at first contact
  
• Ensuring all information taken from calls is accurately logged on the system
  
• Taking ownership and responsibility, from initial contact through to resolution
  
• Building and developing effective relationships with colleague groups within Shared Services and wider external BAE business
  
• Ensuring operating procedures and process standards are adhered to, including (but not limited to), internal call quality measures, data protection and confidentiality guidelines
  
• Supporting and contributing to the continuous improvement and implementation of new processes
  
• Managing and achieve all personal performance standards, internal & external SLAs and quality measures
  
• Providing training and support to other team members for your area of expertise to increase knowledge levels and help create a multi-skilled team
  
• Acting as an ambassador for Shared Services and display desirable behaviours

Your skills and qualifications:

• The ability to explain things clearly and understand customers/individual needs
• Confident using IT systems, and the ability to learn new systems and processes quickly
• Excellent interpersonal, teamwork, customer service and communication skills
• Self-motivated, enthusiastic with a positive attitude
• Ability to work in a fast-paced multi-skilled environment
• Prepared to work flexibly to support the team and department
• A high level of accuracy when dealing with high volumes of work
• Contact Centre experience desirable

What we're looking for in you:

You will demonstrate the ability to collaborate within a team. You should be customer and quality focused. You must be a highly organised person with ability to adapt and strong communications skills.

Location:

Preston but we operate a hybrid working policy

Shift pattern working hours between 8:15am – 5:30pm Monday-Friday, early finish every other Friday.

Full time role (37 hours)

Part time hours will be considered

Salary:

£19,250 with potential to rise to £21,000 upon completion of relevant internal training

Benefits:

Our employees receive an excellent benefits package which includes a competitive pension scheme, enhanced annual leave allowance and a Company contributed Share Incentive Plan. We also offer a range of additional benefits such as flexible working, an employee assistance programme, Cycle2work and many local and national employee discounts. Some employees may also be eligible for an annual incentive.

BAE Systems:

BAE Systems is one of the world’s leading global defence, security and aerospace companies. We work at the cutting edge of technology, creating more than 100 new inventions every year for customers in over 100 countries.

Please be aware that many roles working for BAE Systems will be subject to both security and export control restrictions. These restrictions mean that factors including your nationality, any previous nationalities you have held, and/or your place of birth may limit those roles that you can perform for the organisation.

Due to the volume of applications we receive, we sometimes close our vacancies early. It is therefore advisable to apply as early as possible if you would like to be considered for a role with BAE Systems.