We’re 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. We're 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 We're 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 £8,000 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 contractor’s 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 scirecruiting@am.spectrumcontrol.com.