Customer Front Office

Thales is a global technology leader trusted by governments, institutions, and enterprises to tackle their most demanding challenges. From quantum applications and artificial intelligence to cybersecurity and 6G innovation, our solutions empower critical decisions rooted in human intelligence. Operating at the forefront of aerospace and space, cybersecurity and digital identity, we’re driven by a mission to build a future we can all trust.

Key Responsibilities

Customer Interface & Communication

• Act as the first point of contact for Customer inquiries, service requests, and incident reports.
• Facilitate clear, timely, and effective communication between Customers and internal AMS teams.
• Manage Customer expectations by providing accurate status updates and service information.

incident & Service Request Coordination

• Log, prioritize, and track Customer incidents and service requests through to resolution in accordance with SLAs.
• Resolve Customer incidents by leveraging internal knowledge database and applying working instructions.
• Coordinate internal resources and escalate issues appropriately to ensure rapid resolution.
• Maintain detailed records of Customer interactions, issues, and actions taken.

Service Performance Monitoring & Reporting

• Support service delivery teams by monitoring Customer-facing performance indicators and service health dashboards.
• Provide regular updates and reports to Service Delivery Manager (SDM) and internal Service Managers, flagging any service risks or opportunities for improvement.
• Gather and communicate Customer feedback to drive enhancements in service quality.

Customer Support & Relationship Building

• Build and maintain positive, trust-based relationships with operational and technical Customer contacts.
• Proactively identify areas where the Customer may benefit from additional AMS services or support.
• Assist in organizing and facilitating Customer review meetings and workshops.

Change & Communication Management

• Coordinate with service delivery teams to communicate planned changes, maintenance, or disruptions to Customers effectively.
• Ensure that Customers are informed about service updates and that their concerns are addressed promptly.

Compliance & Documentation

• Maintain accurate and up-to-date records of Customer interactions, service agreements, and communication logs.
• Ensure all activities comply with internal policies, regulatory requirements, and industry best practices.

Required Skills & Experience

• Proven experience in a Customer Service, Front Office, or Customer Support role, preferably within regulated or safety-critical environments such as ATM, aviation, defence, or telecoms.
• Strong understanding of service management principles (e.g., ITIL) and customer support processes.
• Excellent verbal and written communication skills, with the ability to engage effectively with technical and operational stakeholders.
• Skilled at multitasking and managing competing priorities in a fast-paced environment.
• Knowledge of the Air Traffic Management (ATM) systems including surveillance, communications, navigation, network infrastructure, command & control systems, or data services would be beneficial.
• Proficient with customer service management tools and MS Office applications.
• Experience in facilitating service reviews, capturing Customer feedback, and supporting incident management processes.

Personal Attributes

• Customer-focused and service-oriented mindset.
• Calm, patient, and professional demeanour, especially under pressure.
• Strong interpersonal skills with an ability to build rapport and trust quickly.
• Proactive problem solver with a positive can-do attitude.
• Detail-oriented with strong organizational skills.

At Thales, we’re committed to fostering a workplace where respect, trust, collaboration, and passion drive everything we do. Here, you’ll feel empowered to bring your best self, thrive in a supportive culture, and love the work you do. Join us, and be part of a team reimagining technology to create solutions that truly make a difference – for a safer, greener, and more inclusive world.