VAS Helpdesk Manager

Here at RS, we have an exciting opportunity to join our team of amazing leaders as our VAS Helpdesk Manager. This person will lead, develop, and inspire a team of 13 Helpdesk Advisors, helping them to ensure their targets are achieved and a world-class customer experience is consistently delivered in their utilisation of our varied value-added solutions.

You will support and coach your advisors and will oversee the delivery of our unique service management offering for our customers in both pre and post sales phases, working on maximising our revenue opportunities and maintaining our outstanding customer loyalty.

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 an RS VAS Helpdesk Manager, you will lead a team of 13 Advisers with a flat, non-hierarchical mindset – here at RS, we believe that great ideas come from a wide-rage of sources, and everyone’s’ opinion is considered regardless of their position.

Below you will find a list of some of the key responsibilities and focus areas that you will have…

• Leading a team of high performing Helpdesk Advisers who support our customers with our range of solutions.
• Contribute considerably towards the overall growth by providing knowledge management and identifying opportunities.
• Due to your understanding of our current and future Value Proposition, you will be recognised as an ambassador for VP.
• You and your team will be the recognised subject matter experts for Value Added Services providing expertise to not only Customers, but also our Customer Services.
• VAS Helpdesk prioritise customer enquiries and direct them to the appropriate functional experts to enable first time resolution.
• You will build strong collaboration with key stakeholders supporting VAS solutions to increase sales, drive efficiencies and deliver a great customer experience.
• You will work cross functionally to identify root causes, support business incidents or complaints to point of resolution for both internal and external customers.
• Key to this role is the support of our Continuous Improvement culture through embedding this mindset and identifying opportunities to use CI to improve processes & customer experience - removing waste and driving efficiencies.

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

• You will need to be a a proactive and self-driven individual.
• Customer oriented and passionate about our services

• Ability to quickly adapt to changing situations and apply innovation, demonstrating flexibility and aptitude for new processes and services.

• Identify root causes and utilise CI methodology to improve efficiencies.

• Ability to educate and influence customers to drive NPS & NES

• Experience of oversight of a team of customer interacting professionals
• It is key that you have strong interpersonal skills and are able to interact at all levels.
• Contribute new ideas to the team and department.
• Effective time management, with the ability to work independently.
• Proficient in web and systems navigation, specifically self- serve options.

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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