Apply now »

Customer Interaction Team Manager


Corby, ENG, GB, NN17 9FH

Brand:  RS Group
Function:  Customer Services
Work Location:  Hybrid

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



Apply now »