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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.
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