Customer Service Centre Lead

Overview

Raytheon UK has an excellent opportunity for a Customer Service Centre Lead to join our Training Transformation Services (TTS) team in Harlow. As Customer Service Centre Lead, you will provide leadership and management across the Customer Service Centre (CSC) team focused on repair, rest, and stores functions. You will support the team to ensure that all activities are delivered efficiently, effectively, and in line with business and customer expectations. The CSC team plays a critical role in ensuring the accurate receipt and processing of customer inventory in accordance with contractual requirements. This includes overseeing verification testing, diagnostics, repair, and inspection activities, ensuring all work is completed to customer specifications and within agreed financial targets. The team is also responsible for managing the shipment of customer returns, both internally and externally, ensuring all deliveries meet customer requirements and comply with RTX policies, standards, and regulatory obligations. You must be eligible and willing to gain BPSS and SC clearance.

Key Responsibilities

• Supporting the development of a high performing, motivated, and proactive team capable of consistently achieving operational and monthly performance targets.
• Working closely with key stakeholders across Programme Management, Quality, Engineering, Exports, and Global Trade to ensure alignment with Raytheon UK goals and objectives.
• Providing clear and robust communication, identifying risks and working to mitigate with all stakeholders.
• Ensuring receipt, storage and issuing of materials meets expected logistical and financial standards, primarily accurate inventory and an efficient process.
• Championing and driving continuous improvement initiatives, implementing change and contributing to SQCDP improvements.
• Supporting and driving a strong culture of collaboration and innovation within the area of responsibility as well as between functions.
• Planning and coordinating workloads, schedules, and resources to meet operational priorities and customer commitments.
• Maintaining the team's training and certifications.
• Ensuring all activities are conducted in a safe manner, risk assessed and personnel are adequately trained.
• Leading, coaching, and developing team members through regular performance reviews and development activities.
• Managing and approving time recording and attendance activities.

Required Skills & Experience

• Extensive management experience in a similar environment.
• Leadership experience of diverse teams.
• Strong SAP & MS Office skills.
• Experience in a mixed mode manufacturing environment utilising interfaces with ERP systems.
• Strong communication and presentation skills.

Benefits and Work Culture

• 37 hour working week with early finish Fridays.
• 25 days holiday + statutory public holidays, with the opportunity to buy and sell up to 5 days and up to 5 paid days volunteering.
• 10.5% company pension contribution with 6% employee contribution.
• Annual company bonus scheme (discretionary) 6 times salary.
• Life Assurance with pension.
• Flexible Benefits scheme with extensive salary sacrifice schemes, including Health Cashplan, Dental, and Cycle to Work, amongst others.
• Enhanced sick pay.
• Enhanced family friendly policies including enhanced maternity, paternity & shared parental leave.

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.