Customer Interaction Team Manager

Rsgroup; Corby; Hybrid; GBP 25,000 - 35,000

Job description

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Customer Interaction Team Manager

Location:

Corby, ENG, GB, NN17 5JF

Brand: RS

Function: Customer Services

Work Location: Hybrid

Part-Time Hybrid Permanent Position

15hrs per week covering Thursdays and Fridays.

Here at RS, we have an exciting opportunity to join our company as a Customer Interaction Team Manager. This person will lead, develop, and inspire teams within Customer Operations to execute our Go-To-Market strategy to deliver sustainable and profitable sales growth from customers in the UK market, ensuring targets are achieved and a world-class customer experience is consistently delivered.

We aren’t a company that stands still, and RS recognises that world-class teams need the best equipment, processes, and systems. As such we provide world class tools, systems and working conditions; removing distractions and enabling you to focus on what’s important.

What are the responsibilities of the role?

• Achieve all strategic KPI’s aligned to UK & Customer Operations and creates high performing team and maintain Service Level agreements across all customer contact channels throughout operating hours.
• Drive profitable growth & loyalty from all sales channels within the Customer Operations.
• Adhere to a multi-channel Quality Assurance Framework ensuring a standard of customer interaction regardless of channel or department.
• Utilising Customer Insight to identify and drive Customer Experience improvements - working closely with digital, logistics and supplier-based teams to act upon customer feedback.
• To lead Service Effectiveness & Continuous Improvement Projects focused on continually improving processes to become more seamless and drive improved experiences internally and externally.

What skills and experience will you need to be a success in this role?

• Experience of leading and developing a team of individuals in a contact centre or similar environment where strong customer interaction skills are exercised.
• Exposure to developing customer relationships in order to drive sales growth in a corporate environment.
• Experience of mentoring, coaching, and motivating teams.
• Executing talent management and succession planning strategies.
• Ability to improve process capabilities and to drive sustainable continuous improvement.
• Experienced stakeholder manager with the ability to influence, negotiate and gain buy in at all levels of the organisation.
• Self-organised, flexible, motivated, driven to succeed and to share success through others.
• Commercially focused to drive profitable results for the business with an understanding of budget and risk management.
• Numerate and literate with a strong ability to analyse, diagnose and implement team improvement plans.
• The flexibility to work 7.5-hour shifts, Thursday and Friday between 7am – 6pm.

What can you expect from us?

At RS, as well as the usual employee benefits, you’d expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, and generous annual leave, in the UK&I, we’ve just introduced a number of new Family Friendly Policies including:

• Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation.
• Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause.
• Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery, and gender confirmation surgery.
• Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette’s syndrome.
• Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.

We are RS

At RS UK, part of RS Group, we’ve been solving Industry problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible.

Our purpose?Making amazing happen for a better world.

We offer service and product solutions. We send out a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers.

We’ll also invest in your development and wellbeing – because building a more diverse and inclusive culture, being ethical, responsible, and committed to our Environment, Social and Governance (ESG) action plan is at the heart of everything we do.