At a Glance
- Tasks: Lead a dynamic Customer Service Centre team, ensuring efficient operations and customer satisfaction.
- Company: Join Raytheon UK, a leader in defence and aerospace technology.
- Benefits: Enjoy flexible hours, generous holiday, and a strong pension scheme.
- Other info: Opportunities for professional development and a culture of innovation await you.
- Why this job: Make a real impact in a collaborative environment while shaping the future of national security.
- Qualifications: Management experience and strong communication skills are essential.
The predicted salary is between 40000 - 50000 £ per year.
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 ResponsibilitiesYou will be responsible for the day-to-day leadership and management of the Customer Service Centre team, including:
- 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 drive 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
- 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
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
Raytheon UK takes immense pride in being a leader in defence and aerospace technology. As an employer, we are dedicated to fuelling innovation, nurturing talent, and fostering a culture of excellence. Joining our team means being part of an organisation that shapes the future of national security whilst investing in your growth and personal development. We provide a collaborative environment, abundant opportunities for professional development, and a profound sense of purpose in what we do. Together, we are not just advancing technology; we're building a community committed to safeguarding a safer and more connected world.
RTX Raytheon UK is a landed company and part of the wider RTX organisation. Headquartered in Arlington, Virginia, USA, but with over 180,000 employees globally across every continent, RTX provides advanced systems and services for commercial, military and government customers worldwide and comprises three industry-leading businesses – Collins Aerospace Systems, Pratt & Whitney, and Raytheon.
Supporting over 35,000 jobs across 13 UK sites, RTX is helping to drive prosperity. Each year our work contributes over £2.7bn to the UK economy and offers a wealth of opportunities to 4,000 suppliers across England, Scotland, Wales and Northern Ireland. We’re investing in all corners of the country, supporting 29,040 jobs in England, 3,040 in Northern Ireland, 1,900 in Scotland and 1,600 in Wales.
RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, colour, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.
Customer Service Centre Lead in Harlow employer: RTX
RTX is an exceptional employer that values innovation and collaboration, offering a dynamic work culture in the heart of Andover, UK. Employees benefit from competitive salaries, comprehensive growth opportunities, and a supportive environment that fosters professional development in the aerospace and defense sector. Join us to be part of a team that not only drives financial excellence but also contributes to cutting-edge advancements in technology.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Centre Lead in Harlow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at RTX. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like RTX before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Centre Lead in Harlow
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to RTX:Your cover letter is your chance to shine! Tell us why you want to work at RTX specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at RTX!
How to prepare for a job interview at RTX
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
