Customer Interaction Team Manager

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? 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., 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.
  
  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.
  
  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.

Innovators and pioneers. Rebels and creators. A global organization of optimists and specialists with big aspirations for the future. You can take control of your future here at RS. We offer all the benefits you'd expect to receive in a progressive global business. We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone. Grow in our learning and inclusive culture and be rewarded for your success. Whoever you are, whatever you do and wherever you are; it all starts here. Why not make RS a part of your journey? 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