Customer Front Office Practitioner

At Thales, we know technology has the ability to make our world more secure, sustainable, and inclusive – and that it’s all driven by human intelligence.

Because it takes human intelligence to build and power the systems and solutions that people depend on every day. So we stay curious and make space for diverse points of view. We share what we know and we challenge what’s possible.

From manufacturing and engineering to cybersecurity and space, we’re driving progress in some of the world’s most important industries – and working together to build a future we can all trust.

The Customer Front Office plays a crucial role for the business in centralising tasks and enhancing customer needs, interactions and managing relationships, primarily focusing on the customer-facing aspects of the business ensuring satisfaction, maintenance of Service Level Agreements (SLAs) and identification of new opportunities.
 

The Customer Front Office Practitioner acts as the primary contact for our internal and external customers. Provide comprehensive support throughout the entire new build, spares and repair/maintenance cycle,
ensuring seamless communication and high-quality service delivery.
 

OUR BENEFITS

• Competitive remuneration + Super

• Fitness Passport Discount – Access to a network of Gyms across AUS

• Employee discounts with a number of affiliates (Travel, Car hire, Tech, Medical Insurance)

• Modernised Paid Parental Leave

• Veterans Leave

• Novated Lease options

• Free on-site parking & on-site canteen

• Personal & professional training development opportunities

KEY ACTIVITIES AND RESPONSIBILITIES
As a Customer Front Office Practitioner, you are accountable for:
Customer Interactions: Serving as the primary point of contact for customers proving updates on orders including delivery issues. This involves effective communication through various channels, including phone, email, and face-to-face meetings.
Managing Customer Enquiries: Handling spares enquires, support requests, and service-related communications, liaising with the appropriate teams to ensure they are processed.
Order to delivery: Facilitating the entire order process from demand receipt to invoicing. Ensuring accurate data is captured for all release, shipping and despatch documents as required to ensure on-
time shipment to Customers and compliance to Government trade compliance regulations.
Collaboration with Back Office: Working closely with the Back Office functions, such as Industry, Finance and Trade Compliance to ensure that customer orders are processed correctly and that relevant information is shared across functions. Ensuring continuous review and reporting of order books.
Governance: Ensure that the release of new build, spares and repaired/maintenance is via the appropriate business system and ensuring all transaction are completed accurately.
Issue Resolution: Addressing customer issues and complaints, coordinating with other functions to ensure that solutions are implemented effectively and timely. The goal is to resolve any problems efficiently to maintain customer satisfaction.
Reporting and Analytics: Analysing SLA adherence ensuring that issues are understood to help guide strategic decision-making.
Continuous Improvement: Promote continuous improvements through LEAN processes.
Data Accuracy: Ensuring report systems/tools are kept up to date and status movements are accurate

KNOWLEDGE / EXPERIENCE / QUALIFICATIONS

To be successful in your role, you will have demonstrated and/or acquired the following knowledge and experience:

• At least 3 years’ experience in office based, transaction work with a strong element of investigation and support.
• Experience to demonstrate strong organisational and communication skills at all levels.
• Proven delivery of tasks to ensure Customer on time delivery.
• Oracle (or equivalent ERP system)

WE ENCOURAGE YOU TO APPLY

After you have applied, you will receive an email acknowledging your application. We’ll then provide a personalised experience for suitable applicants as we progress the selection and assessment process. Prior to being offered employment, you will need to complete pre-employment police checks.

A Defence security clearance is required for this role, and applicants must be Australian citizens and eligible to obtain and maintain an appropriate clearance.  To learn more about clearances please visit – http://www.defence.gov.au/AGSVA/ #LI-VG1

It’s easy to dismiss the perfect opportunity if you don’t see yourself as the perfect fit. If this role feels right – no matter your background or personal circumstances – please introduce yourself or join our community. We’re committed to supporting a diverse workplace, and that starts here.

We’re proud to be endorsed by WORK180 as an Employer for All Women, but we know there’s always more we can do. We’ll continue to foster industry partnerships, employee resource groups (ERGs) and development opportunities to make Thales a genuinely equitable employer, for everyone.

Read more about our WORK180 endorsement.