Job Type
Full-Time Regular
United Kingdom

Position Summary

Magellan Aerospace, Llay Wrexham has an exciting opportunity for a Customer Support Administrator.

  • Full Time Permanent Contract
  • 39 hours per week.
  • Job location: Llay, Wrexham, LL12 0PB.
  • Unionised site – works in partnership with Unite the Union.

The role is a key to the interface function, providing collaborative behaviours in order to enhance the customer experience and deliver positive outcomes for the business.

Perks and Benefits

  • A company culture that promotes work life balance
  • Access to mental health support
  • Business performance related bonus
  • Career development opportunities
  • Commitment to continued learning and development
  • Perkbox - includes monthly treats and discounts from selected restaurants, cinemas, shops etc
  • Long Service Awards
  • Enhanced Holiday Entitlement based on length of service
  • Free parking

Essential Responsibilities

  • Compile regular customer performance reporting pack covering revenue, delivery, quality and payment.
  • Build long-term intimacy with the customer and stakeholder communities and ensure the relationship is at a level to protect, sustain and grow the business.
  • Be the main point of contact for performance, communication, escalation, reporting and satisfaction for customers assigned to the portfolio of the post holder.
  • Ensure the customer is effectively communicated with on all relevant issues affecting their performance to contract. Adherence to purchase order fixed windows for example.
  • Collaborate customer scorecards to ensure equitable judgement of business performance and in order to forecast / mitigate potential liquidated damages, plus other contractual remedies.
  • Manage in-contract product change / modification requests; involving all key stakeholders in order to deliver contract compliant commercial variation proposals.
  • Manage warranty accepted customer claims to ensure that restorative and corrective actions are completed in a timely manner and consistent with the contract.
  • Produce, manage and make visible, key performance indicators to the business. Proactively escalate risk issues both internally to stakeholders and externally to customers.
  • Participate in structured and regular (on and off-site) review meetings and generate data / information to ensure effectiveness of contribution / output.
  • Support the compilation of sales forecasts, identifying any risks, monitor fluctuations and challenge Customer on significant variances.
  • Provide input and support on NPI to the Project team and articulate the information for the Sales, Inventory and Operations Planning (SIOP) process demand step.
  • Assist the Director, Business Development & Commercial – Europe in delivering order intake and delivering strategic initiatives
  • Promote and encourage team working across functional roles to ensure delivery of contractual requirements, minimise risk and win business.
  • Contribute to developing continuous improvement and innovative ways of doing business to increase the efficiency and effectiveness of the customer experience and to minimise costs within the contract.
  • Maintain a high standard of Health and Safety based upon safe working practices and support environmental initiatives.
  • Support for business strategy and departmental goals and objectives.
  • Provide cover and support for departmental and other related activities.
  • Ensure that all work activities and records comply with Company Policies, Procedures and Codes of Practice.
  • Coordination with and support for other departments as required to ensure that service levels are maintained at the highest level.

Position Requirements

Essential Experience:

  • Experience of working in a similar role in a manufacturing environment.
  • Knowledge of ERP systems.
  • Demonstrated experience of applying a customer intimacy model to drive a context for new business opportunity realisation.
  • Demonstrated experience of operating with and supporting an enterprise wide collaboratively, preferable.
  • Demonstrated experience of effective stakeholder management.

Desirable Experience:

  • Demonstrated experience of implementing and embedding Account. Management / Project Management process and procedures
  • Exposure to lean manufacturing principles.
  • Robust experience working in a similar role in a manufacturing environment
  • SIOP (Sales, Inventory and Operations Planning) experience
  • HNC/HND level in Business Management or similar equivalent experience.

Key Competencies:

  • Conflict Management
  • Business Acumen
  • Customer Focus
  • Results Driven

Other skills/Abilities


  • Excellent verbal and written communication
  • Extensive understanding of Microsoft packages
  • Strong IT skills


  • Ability to interact at senior levels within the business or customers community
  • Ability to chair effective meetings
  • Ability to compile and deliver presentations to customers and stakeholders
  • Ability to gain credibility quickly
  • Ability to recognise, reconcile and execute aspects of business and customer strategy
  • Ability to solve problems and simplify complex situations
  • Ability to manipulate, interpret and report on data

Personal Attributes:

  • Approachable and engaging in style
  • Flexible approach to tasks
  • Must have a can do attitude
  • Detail orientated
  • Measured and calm when under pressure
  • Credible – both with the internal and external customer
  • Confident
  • Enthusiastic
  • Diplomatic
  • Patient
  • Resilient
  • Determined

About us:

Magellan Aerospace is a global, integrated aerospace company that provides complex assemblies and systems solutions to aircraft and engine manufacturers, defence and space agencies worldwide. The organization officially adopted the name “Magellan Aerospace Corporation” in 1996; deriving it from the intrepid explorer Ferdinand Magellan. His global exploits at the turn of the 15th century established a number of firsts, so the company’s vision has been to carry this same legacy into the future of the aerospace industry.

At Magellan, we have over 80 years of collective knowledge and experience in the aerospace industry, and believe one truth: People create value. Employees are our greatest resource in working towards a successful future, and together we build professional relationships that thrive. We know that personal development is fundamental to the success of every individual, and every individual is fundamental to the success of our business, so we invest in our employees and provide excellent career progression opportunities. When you are part of Magellan, you are part of the team!

Date Posted

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