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Employment type: Permanent

Employment basis:  Full Time

Salary: Competitive Salary and Excellent Benefits

Standard Hours: 40 hours per week, Monday to Friday

Closing date: 20 April 2018


Job Description

An exciting opportunity has arisen for a Customer Support Coordinator to join BN Defence Ltd.

Britten-Norman is the UK’s EASA A2 approved aircraft manufacturer.  We have designed and built aircraft and aircraft systems for over 60 years. Models include the famous Islander and Trislander commuter variants and the latest Manned Airborne Surveillance / ISTAR platform, the Defender 4000

With facilities in Asia, America and Europe Britten-Norman is able to provide in-service support customers across 120 countries. With a wide breadth of approvals, the Company specialises in bringing the latest aerospace technologies to market

This role is based at our Lee-on-the-Solent premises.


Purpose of the role

To provide a first class service to the UK MoD, against a support contract for technical services, component repair, depth maintenance and spares. This will include receiving and logging technical requests, liaising with group companies to compile quotations in line with the contract deadlines, processing authorised tasks in line with the company policy, tracking project progress and proving feedback to the Customer. Also to take a “hands on” approach to coordinating the current customer support team whilst actively seeking to build the support business and meet required targets.


Primary Tasks

Main tasks will include but are not limited to:

Be the first point of contact for all contractual requirements from the UK MoD and other defence customers ensuring that all requests are responded to in a timely manner (within a maximum of 24 hours of receipt).

Process all tasking/quotes in line with the contract terms, including adding requests to the database, ensuring all status changes are logged from initial enquiry to final invoice and payment.

Process orders on the database system including quotes, order acknowledgements and invoicing.

Meet with the customer as a minimum on a fortnightly conference call and quarterly face to face meetings off site.

Ensure that Purchase Orders are raised/progressed/monitored to meet required lead-times.

Create customer quotations and proposals. This will include liaising with key internal and external suppliers, obtaining pricing, expediting the internal commercial process and in some cases, preparation of a project plan to include assumptions, dependencies, exclusions, project schedules, and risk register.



Key Skills and Attributes:

Communication: Excellent written, verbal and interpersonal communications skills with ability to retain composure and flexibility under pressure

Computer Skills: Proficient in MS Word, Excel, PowerPoint and outlook

Organisation: Ability to multi-task and to determine and manage priorities to meet multiple deadlines

Team Working: Effective in a team and as an individual. Precise, accurate and meticulousness. Reliable, pro-active and self-confident.


Minimum Qualification Requirements:

5 GCSE grade C or above including Maths and English essential.

CIPS Level 3 or equivalent essential.

A level in Business Administration or equivalent desirable.

Diploma in MS Office desirable.


Required Experience

Demonstrable experience of working in an administration role.

Demonstrable knowledge and understanding of working within a Supply environment, specifically Purchasing/Procurement.

Experience in the customer support or sales area.

Knowledge of working within an Aerospace Supply environment.

Demonstrate understanding of Quality Management System, within an Aerospace environment.

Demonstrate involvement with Process Improvement tasks.

Working within a Military Supply environment.




33 days holiday (Inclusive of bank holidays)

Contributory pension scheme

Eligibility to join the healthcare scheme upon successful completion of the probation period


Any offer of employment will be conditional, subject to the successful completion of the Company’s Security Clearance process.  This will be arranged by the Company on the candidate’s behalf.       

If you wish to apply for this role, please forward your CV and a covering letter demonstrating your suitability for the role, to by the closing date.


Interviews will be held week commencing 23 April 2018.

Due to the high number of applicants we receive, unfortunately we are unable to respond to all applications. As such, if you have not received a response from us within 3 weeks of submitting your application, please assume your application has been unsuccessful on this occasion.

We reserve the right to withdraw this vacancy at any time if there is a high level of applications, we would recommend that you submit your application as early as possible.