Customer Interaction Team Manager
Location: Corby, ENG, GB, NN17 9FH
Brand: RS
Function: Customer Services
Work Location: Hybrid
Here at RS, we have an exciting opportunity for an individual 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 create a high performing team while maintaining Service Level agreements across all customer contact channels throughout operating hours.
* Drive profitable growth & loyalty from all sales channels within Customer Operations.
* Adhere to a multi-channel Quality Assurance Framework ensuring a standard of customer interaction regardless of channel or department.
* Utilise Customer Insight to identify and drive Customer Experience improvements - working closely with digital, logistics and supplier-based teams to act upon customer feedback.
* 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?
Here at RS, we are not hierarchically minded, every voice is listened to and every suggestion considered, a point echoed in our One Team approach. Ideally, we would like someone who has experience of leading and developing a team of individuals in a contact centre or similar environment where strong customer interaction skills are exercised. Beyond that we would also like to hear from people who have the following:
* 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.
* Flexibility to work 7.5-hour shifts Monday – Friday between 7am – 6pm with occasional weekend work/bank holiday support potentially required.
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, 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 want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. Because that’s exactly how we partner with people – our customers, suppliers, colleagues, and communities – to solve problems.
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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