Senior Interaction Manager

Here at RS, we have an exciting opportunity to join our team of amazing leaders as our Senior Interaction Manager. This person will lead, develop, and inspire our Interaction Team Managers and their teams, helping them to ensure their targets are achieved and a world-class customer experience is consistently delivered.

You will support and coach your managers on individual performance plans, and the People Engagement Strategy, as well embedding the L&D Framework and culture. You will also be responsible for creating an environment that attracts and nurtures best in class talented people.

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.

So, what does this opportunity involve?

As the Senior Interaction Manager, you will have a direct team of 6 Interaction Managers, who in turn manager 84 Contact Centre Advisors, meaning you will have indirect management of 90 people.

Be aware that 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. You will support and coach your managers on individual performance plans, and the People Engagement Strategy, as well embedding the L&D Framework and culture. You will also be responsible for creating an environment that attracts and nurtures best in class talented people.

 
A bit about what you will need to be a success in this role

We require an open-minded individual, someone who not only has experience of leading and developing a team of outstanding individuals but inspiring them to better themselves and become great leaders in return.

Beyond that we would also like to hear from people who have experience of the following...

• Working in a matrix organisation with oversight for teams of customer interacting professionals
• Working collaboratively across other functions such as Sales and Service Effectiveness to deliver well thought out multi-channel SLAs
• Delivering exceptional quality assurance
• Managing teams of individuals in driving Incremental, Alternative Selling & Leads generation
• Experience in headcount governance and recruitment requirements for a department
• Of course – the development of high performing teams
• Oversight and responsibility for operating budget costs
• Actively driving Process Improvement strategies within a department
• Driving the delivery of strategic initiatives within a department

Some more good stuff

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:

• 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.

We are RS

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 800,000 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.

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