Customer Services Account Manager

Were seeking a Customer Services Account Manager to manage key customer relationships and ensure exceptional service delivery across the order lifecycle. This role acts as the primary point of contact for assigned accounts coordinating internally to meet contractual technical and schedule requirements. Were seeking a proactive detail-driven individual who can operate confidently in a regulated and fast-moving environment.

Key Responsibilities

Customer Relationship & Account Management

• Serve as the main liaison for designated customers maintaining strong trust-based relationships.
• Understand customer requirements programme context and long-term objectives to ensure responsive and informed service.
• Manage customer expectations on lead times orders delivery schedules and performance metrics.
• Conduct regular account reviews and support customer audits visits and programme meetings.

Order Management & Service Delivery

• Oversee the end-to-end order process including order entry acknowledgement change control shipment coordination and delivery confirmation.
• Ensure order accuracy configuration compliance and timely communication of any risks or changes.
• Coordinate internally with planning engineering quality production and logistics to resolve issues quickly and effectively.
• Track delivery performance (OTD) escalate risks and drive corrective actions with internal teams.

Programme & Contract Support

• Support the interpretation of customer contracts terms and defence-sector requirements.
• Ensure adherence to export controls security protocols quality standards (e.g. AS9100 ISO9001) and compliance procedures.
• Assist in preparing quotations pricing updates and proposal submissions for follow-on business or customer requests.

Reporting & Continuous Improvement

• Prepare account performance reports forecasts and service metrics for internal leadership and customer presentations.
• Analyse trends in demand quality and delivery performance to identify improvement opportunities.
• Contribute to process optimisation initiatives that strengthen customer experience and operational efficiency.

What Were Looking For

Qualifications and Experience

• Proven experience in a customer service account management or programme support role ideally within defence aerospace or another regulated industry.
• Strong understanding of order management processes and customer service principles.
• Ability to work with technical information and collaborate effectively with engineering and manufacturing teams.
• Familiarity with ERP/MRP systems and standard business software (Excel Word PowerPoint).
• Excellent communication relationship-building and problem-solving skills.
• Demonstrated ability to manage multiple priorities and maintain accuracy under pressure.
• Eligibility and willingness to comply with defence-sector security and export control requirements.

Desirable Skills & Competencies

• Ability to interpret contract terms and customer documentation.
• Confidence in presenting updates to customers and internal leadership.
• Data-driven mindset with the ability to turn insight into practical action.
• Proactive resilient and comfortable working in an environment with tight deadlines and high stakes.

Other Requirements

• SC cleared or ability to obtain

What We Can Offer You

• Flexible working practices we work a 9-day fortnight offer flexitime and work a half day Friday
• 25 days holiday (plus bank holidays) with the option to buy up to 5 additional days
• Health cash plan cash back for everyday health expenses
• Private healthcare
• Pension scheme with 6% employer contributions
• Life assurance 4 x annual salary
• Reward and recognition platform
• Discount platform retail leisure gym discounts and more
• Employee assistance programme with access to confidential counselling services
• Support for further training and education
• Relocation assistance up to 8000 if you relocate to take up a position with us

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

Third-Party Recruiters

Please note that per Spectrum Control Policy we do not accept unsolicited resumes from third-party recruiters unless such recruiters are engaged to provide candidates for a specified opening and in alignment with our values and expectations. Any employment agency person or entity that submits an unsolicited resume does so with the understanding that Spectrum Control will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency person or entity. If you or your agency are interested in becoming an approved vendor please contact