Customer Service Centre Lead

Raytheon Systems; Harlow; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

37hr week

25 days holiday + buy/sell

Pension 10.5%

Annual discretionary bonus

Life Assurance 6x salary

Flexible Benefits scheme

Enhanced sick pay

Enhanced family friendly policies

Job summary

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 CSC team focused on repair, rest, and stores functions, ensuring activities are delivered efficiently and in line with customer expectations.

Qualifications

• 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.

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
• Provide clear and robust communication, identifying risks and working to mitigate with all stakeholders
• Ensure receipt, storage and issuing of materials meets expected logistical and financial standards, primarily accurate inventory and an efficient process
• Champion and dive continuous improvement initiatives and implement change and contribute in SQCDP improvements.
• Support and drive a strong culture of collaboration and innovation within 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
• Ensure 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

Skills

Leadership

Management

SAP

MS Office

ERP interfaces

Communication

Tools

ERP interfaces

Job description

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 ensuring 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
• Provide clear and robust communication, identifying risks and working to mitigate with all stakeholders
• Ensure receipt, storage and issuing of materials meets expected logistical and financial standards, primarily accurate inventory and an efficient process
• Champion and dive continuous improvement initiatives and implement change and contribute in SQCDP improvements.
• Support and drive a strong culture of collaboration and innovation within 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
• Ensure 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

• 37hr working week with early finish Fridays - start your weekend early!
• 25 days holiday + statutory public holidays, plus 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