Job description for Customer Service Officer

Are you passionate about customer service excellence and skilled in bid management? If you are a proactive individual with a passion for customer satisfaction and bid excellence, this could be the perfect opportunity for you.

This role involves assisting the Customer Service Manager and Commercial Management Team in providing specific customer services to sustain and increase customer revenue, manage customer demand, oversee contractual deliverables, and control and manage risk.

You will serve as the point of contact for customers during the bid process and beyond, ensuring clear communication channels for customers to raise queries and provide input. You will provide regular status updates as well as proactive reporting which will help manage customer expectations and address issues early to maintain transparency throughout.

In addition, your role will involve managing CRM (Customer Relationship Management) systems to ensure all new and existing opportunities are accurately registered, capturing necessary customer data and delivery dates. You will also be responsible for developing tailored solutions aligned with customer requirements, engaging stakeholders to gather technical input, and pricing solutions competitively.

Interviews will take place face-to-face at MOD Sealand and will commence in the week commencing Monday 19th May 2025 (please note this is subject to change).

Please note: At DE&S Deca, we champion flexible ways of working. Regular in-person attendance (this is expected to be a minimum of 60%) to promote the benefits of face-to-face collaboration alongside flexibility of hours to support work-life balance. Initially, you may be expected to attend more frequently to familiarise yourselves with the site, the team and the projects you will be working on in more detail.

What you’ll be doing

• Determine the appropriate commercial actions for requirements including supply market analysis, draft strategy plans, contract management plans and facilitate key aspects of the delivery. Ensure all contracts adhere to procurement regulations and Government policy
• Assist/Lead (depending on project value) in the portfolio management of requirements and contracts varying in risk and complexity ensuring contract obligations are met in line with the contract and business requirements
• Negotiate terms and pricing, place and manage contracts and contract amendments up to a maximum delegation of £0.25M in accordance with set guidelines and conditions outlined in the individual’s delegation letter and MOD policy
• Support negotiation and contract placement above level of delegation when required and highlight novel and contentious issues to the Senior Commercial Officer (SCO) to ensure satisfactory resolution
• Provide assurance and due diligence of commercial activity within own area of responsibility in order to provide confidence in commercial outcomes
• Communicate in a timely manner with a range of internal and external stakeholders including suppliers and Subject Matter Experts
• Provide support and assistance to commercial enabling teams to assist delivery of DE&S/SDA Business Improvement projects

Person specification

To be successful with your application, you’ll need to show that you meet the following essential criteria:

• Numerate and a competent user of IT systems, including MS Office applications
• Able to demonstrate team working skills
• Self-motivated, willing to take responsibility for delivery of outcomes with minimum supervision and effectively work independently
• Tenacious with an ability to effectively organise, communicate, persuade, motivate, negotiate and influence and reasonably challenge others, including those of senior grade

In addition to the responsibilities above, the following technical competences and behaviours will be assessed at interview:

• Contract Management Supervised Practitioner
• Tender and Bid Process Supervised Practitioner
• Communicating and Influencing
• Working Together

Benefits

Alongside your salary of £28,200, Ministry of Defence contributes £8,169 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• 25 days’ annual leave +1 day a year up to 30 days, 8 bank holidays and a day off for the King’s birthday
• Flexible and hybrid working options
• Market-leading average employer pension contribution of 28.97%
• Annual performance-based bonus and recognition awards
• Access to specialist training and funded qualifications
• Support for progression
• Huge range of discounts
• Volunteering days
• Enhanced parental leave schemes

Improving innovation and enriching our culture, diversity of thought is vital to our success. So whether you’re looking for a new opportunity, a next step, or a helping hand as you return from a career break, bring your experiences and help deliver for the defence of tomorrow. Here you’ll find a supportive, family-friendly organisation to be a part of – and if you need any assistance with your application, just let us know.

Further Information

• Candidate Information Pack: https://bit.ly/DES-Candidate-Information-Pack
• Terms and Conditions: https://bit.ly/DES-SDA-Terms-and-Conditions

Any personal data that you provide during the Recruitment process will be treated in accordance with the MOD Privacy Notice which can be accessed here.

Selection process details

Your application will go through the following stages of assessment:

1. Pre-sift – We will check that you meet any essential or eligibility criteria that are listed in the Person Specification section of this advert. On your CV, please clearly show how you meet the essential criteria.
2. Sift – Your CV will be assessed against the following categories, using a simple numerical scoring system: Key Achievements; Relevant Experience; Applied Knowledge and Skills

Please follow our guidance on CV writing for best chance of success.

1. Interview – If you’re invited to interview, you’ll be assessed against the Sift categories listed above, as well as the Technical Competences and Behaviours listed in the Person Specification section of this advert.
   Feedback will only be provided if you attend an interview or assessment.