Customer Account Lead (12-Month FTC) in Tewkesbury

Moog is a performance culture that empowers people to achieve great things. Our people enjoy solving interesting technical challenges in a culture where everyone trusts each other to do the right thing. For you, working with us can mean deeper job satisfaction, better rewards, and a great quality of life inside and outside of work.

We are seeking a highly motivated and customer-focused Customer Account Lead to join our Aircraft Group team in Tewkesbury on a 12-month fixed-term contract. Reporting to the Contracts Manager, you will act as the primary interface between our customers and the business, ensuring customer requirements are clearly understood, communicated, and delivered.

This is an exciting opportunity for someone who thrives in a fast-paced environment, enjoys building strong relationships, and has a passion for delivering exceptional customer service. You will own the customer order book from receipt through to dispatch, driving performance and ensuring commitments are met.

Who You Are

You are customer-driven, adaptable, and thrive when managing changing priorities. You are comfortable working with ambiguity, balancing competing demands, and making informed decisions under pressure. Your excellent interpersonal skills enable you to influence without authority and maintain strong relationships with customers and colleagues alike.

Duties of the role:

• The Customer Account Lead will be the voice of the customer within Moog: describing their needs and communicating the status of their requirements internally.
• Acting as the focal point of contact for their allocated customer for progress updates, initiating requests for further information from customer when required.
• Responding to customer requests and queries including collation of requested information.
• Maintenance of customer reporting systems (online portals, spreadsheets, etc.) and authoring and approval of customer non-technical reports as required.
• Order Book Management for allocated customers: full responsibility from receipt of order and processing customer orders through to dispatch.
• Ensuring all incoming orders, both OE and aftermarket, comply with contractual terms, such as pricing, lead time and warranty.
• Hosting orderbook calls with the customer.
• Supporting the negotiation of change requests and recovery plans both externally and internally.
• Performance Tracking and Measurement: developing metrics to allow performance to be tracked on key performance measures, such as on time delivery, quality and cost, reporting on performance and commenting on variations.
• Agreeing delivery plans, monitoring and reporting progress against them both internally and externally, escalating where appropriate if commitments are not met.
• Representing the customer accounts team in the daily tier 1 walkarounds and portfolio meetings.

Key Skills

• Progressive experience in a Customer Services focused role inside or outside of Moog (preferably within the aerospace industry) is essential.
• Excellent communication skills (both oral and written) are essential due to frequent interaction in an advisory capacity with both internal and external customers.
• Natural influencer, able to be sensitive and assertive without direct authority.
• Adaptable to new situations and problems within the business in support of customer requirements.
• Able to deal with ambiguity and manage conflicting requirements across the business.
• Ability to act on own initiative under dynamic workload and requirements.
• Experience in analysing data and utilising this to resolve delays and calculate multiple outcome scenarios.

What We Offer

• Flexible benefits package.
• Career development and progression opportunities.
• 33 days annual leave, including bank holidays.
• Private medical insurance.
• Mental health support and financial wellbeing advice.
• State-of-the-art on-site gym with 24/7 access.
• Generous life assurance.
• Company pension contributions from 6%.
• Employee share options.
• EV charging facilities.

You Matter at Moog - Our Mission and Vision

At Moog, we are committed to diversity, equity and inclusion. We strive to create a culture where everyone is valued, respected and given equal opportunities to succeed. We empower our employees to bring their authentic selves to work and celebrate the differences that make us stronger.