Job Title

Overview Thales is seeking a Customer Front Office Practitioner on a 12 month fixed term contract. This role provides comprehensive support throughout the new build, spares and repair/maintenance cycle, ensuring seamless communication and high-quality service delivery. The Customer Front Office plays a crucial role in centralising tasks, managing relationships, and ensuring customer satisfaction and adherence to SLAs. Key Activities And Responsibilities Customer Interactions: Serve as the primary point of contact for customers, providing updates on orders including delivery issues, via phone, email, or face-to-face meetings. Managing Customer Enquiries: Handle spares enquiries, support requests, and service-related communications, liaising with relevant teams to ensure processing. Order to Delivery: Facilitate the entire order process from demand receipt to invoicing. Ensure accurate data for release, shipping and despatch documents to support on-time shipment and compliance with government trade regulations. Collaboration with Back Office: Work with Back Office functions (e.g., Industry, Finance, Trade Compliance) to ensure correct order processing and information sharing; review and report on order books. Governance: Ensure release of new build, spares and repaired/maintenance through the appropriate business system and that all transactions are completed accurately. Issue Resolution: Address customer issues and complaints, coordinating with other functions to implement effective and timely solutions to maintain customer satisfaction. Reporting and Analytics: Analyse SLA adherence and use insights to inform strategic decision-making. Continuous Improvement: Promote continuous improvements through LEAN processes. Data Accuracy: Keep report systems/tools up to date and ensure status movements are accurate. Knowledge / Experience / Qualifications At least 3 years experience in office-based, transactional work with a strong element of investigation and support. Strong organisational and communication skills at all levels. Proven delivery of tasks to ensure on-time customer delivery. Experience with Oracle (or equivalent ERP system). Requirements Pre-employment police checks may be required prior to offer. A Defence security clearance is required for this role; applicants must be Australian citizens eligible to obtain and maintain the appropriate clearance. Learn more at AGSVA/ #J-18808-Ljbffr