RTX
Customer Service Centre Lead
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Date Posted: 2026-07-10
Country: United Kingdom
Location: Harlow, Essex
Position Role Type: Onsite
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 drive continuous improvement initiatives and implement change and contribute in SQCDP improvements
- Support and drive 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
- 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
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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 utilizing 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
Raytheon UK
We take 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.
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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, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.
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RTX is an aerospace and defense company that provides advanced systems and services for commercial, military and government customers worldwide. It comprises three industry-leading businesses – Collins Aerospace, Pratt & Whitney, and Raytheon. Its 195,000 employees enable the company to operate at the edge of known science as they imagine and deliver solutions that push the boundaries in quantum physics, electric propulsion, directed energy, hypersonics, avionics and cybersecurity. The company, formed in 2020 through the combination of Raytheon Company and the United Technologies Corporation aerospace businesses, is headquartered in Arlington, Virginia.
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