Customer Interaction Team Manager

Customer Interaction Team Manager (Shift Worker)

About the role

 RS Group is a FTSE 1000 company and due to continued growth, we are hiring a Customer Interaction Team Manager to 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 all targets are achieved and a world class customer experience is consistently delivered for all customers irrespective of channel.

Key Accountabilities:

• Lead a team of Contact Centre Advisors and become a role model across the organisation
• Execute the operational strategy as outlined by the Head of Customer Operations
• 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 we’re looking for

• Experience of managing at least 10 people in a contact centre or similar environment where strong customer interaction skills are required
• Proven experience of developing customer relationships 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