Customer Order and fulfilment Coordinator - Repair and Overhaul in Gloucester

An exciting opportunity to join a dynamic team responsible for all order management and customer support activities of the repair and overhaul business at Dowty Propellers. As a Customer Order and Fulfilment Coordinator, you will primarily support well‑established key customer accounts, ensuring that customers receive the best representation and prioritization across all business forums. You will also be responsible for creating and managing repair orders—including order matching and providing repair estimates—for the entire ROW (Rest of the World) Value Stream. You will advocate for your customers, handle day‑to‑day queries, understand contractual terms, and ensure the business executes these accordingly. You will provide weekly status reports on all customer orders, working closely with Operations and Planning while engaging with multiple departments to solve complex customer problems. You will be given ownership of deliverables relating to both departmental processes and your own customer accounts and will be expected to work proactively to meet or exceed these targets.

Essential Responsibilities

• Order management
• Repair order estimates
• Repair order management
• Customer Order Book management
• Invoicing
• Contract knowledge and ability to execute against contractual terms
• Responsibility for team key deliverables – recognise negative trends and initiate immediate remedial actions
• Function as liaison between internal organisations and customers for assigned contracts
• Able to negotiate and advocate on behalf of customers – being the Voice of Customer (VOC)
• Follow existing procedures, challenge where appropriate to introduce continuous improvements to business processes
• Work with team to deliver/lead continuous improvement projects within the scope of the department’s responsibility

Qualifications / Requirements

• Bachelor’s degree or equivalent knowledge or experience
• Commercial or customer‑facing experience
• Strong verbal and written communication skills

Desired Characteristics

• Ability to work with cross‑functional teams to deliver effective customer service
• Proven experience of Lean problem‑solving skills and ownership of issue resolution and key related metrics
• Knowledge and experience of the aviation industry

Security Clearance

Baseline Personnel Security Standard (BPSS) clearance is required and must be maintained for this role. Please note that in the event that BPSS clearance cannot be obtained, you may not be eligible for the role and/or any offer of employment may be withdrawn on grounds of national security.

Right to Work

Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, under the applicable UK immigration rules as may be in place from time to time, it may be that candidates who do not currently have the right to work in the UK may not be appointed to a post if a suitably qualified, experienced and skilled candidate who does not require sponsorship is available to take up the post.

Benefits

• Non‑contributory Pension
• Life Assurance
• Group income protection
• Private medical cover
• Holiday – hourly equivalent of 26 days, with flexible options to buy or sell
• Flexible Working

Dowty Propellers supports and encourages flexible working arrangements, where possible, and recognises the benefits of employees having a positive work‑life balance.

Total Reward

Our flexible benefits plan, called Flex Choice, gives you freedom, choice and flexibility in the way you receive your benefits, as well as giving you the opportunity to make savings where possible.