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    Customer Interaction Team Manager - Corby, United Kingdom - RS Group plc

    RS Group plc
    RS Group plc Corby, United Kingdom

    1 week ago

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    Description

    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.

    What are the responsibilities of the role?

    As a Customer Interaction Team Leader, you will have a team of Contact Centre Advisors reporting into you, become a role model across the organisation and work to execute the operational plan outlined by the Head of Customer Operations.

    You will understand our marketplace, our customer's maintenance/purchasing strategies, and contribute this learning to the future development of Customer Operations and the wider customer teams and strategy that are aligned to the UK& I market.

    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 and drive profitable growth & loyalty from all sales channels within the Customer Operations.

    You will adhere to a multi-channel Quality Assurance Framework ensuring a standard of customer interaction regardless of channel or department and utilise Customer Insight to identify and drive Customer Experience improvements - working closely with digital, logistics and supplier-based teams to act upon customer feedback.

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

    Firstly, we would like someone who has experience of managing at 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.
  • The flexibility to work 7.5-hour shifts Monday – Friday between 7am – 6pm with occasional weekend work.

    • What's in it for you?

    At RS, as well as the usual employee benefits, you'd expect from a FTSE listed company, including an annual performance bonus, private healthcare, and generous holiday, in the UK&I, we've just introduced several 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 Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post-diagnostic support for autism spectrum, ADHD and Tourette's syndrome
  • Support for Women at different life stages from streamlined fertility support 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

    • We are RS Group.

    At RS we've been solving engineering 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. ​

    Come and join us and we'll help you to think big, do more and unleash your brilliance, so you do amazing things too.

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