Customer Interaction Team Manager

at  RS

THIS OPPORTUNITY IS OFFERED ON A HYBRID BASIS INVOLVING DAYS ONSITE IN CORBY, AND ALSO REMOTE WORKING.

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.

Here at RS, we are not hierarchically minded, every voiced 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.
• The flexibility to work 7.5-hour shifts Monday – Friday between 7am – 6pm with occasional weekend work/bank holiday support potentially required

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, becoming a role model across the organisation and work to execute the operational plan outlined by the Head of Customer Operations. In order to this you will need to…

• 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?

Here at RS, we are not hierarchically minded, every voiced 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.
• The flexibility to work 7.5-hour shifts Monday – Friday between 7am – 6pm with occasional weekend work/bank holiday support potentially required.