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Location:
Corby, ENG, GB, NN17 5JF
Brand: RS
Function: Customer Services
Work Location: Hybrid
Here at RS, we have an exciting opportunity to join our team of leaders as our VAS Helpdesk Manager. This person will lead, develop, and inspire a team of 13 Helpdesk Advisors to ensure targets are achieved and a world-class customer experience is delivered through our value-added solutions.
You will support and coach your advisors and oversee the delivery of our service management for pre and post sales, focusing on revenue opportunities and customer loyalty.
We provide world-class tools, systems, and working conditions to support your success.
Key responsibilities include:
* Leading a team of Helpdesk Advisors supporting our solutions.
* Contributing to growth through knowledge management and opportunity identification.
* Acting as an ambassador for our Value Proposition.
* Being a subject matter expert for Value Added Services.
* Prioritising customer enquiries and directing them appropriately.
* Collaborating with stakeholders to increase sales and improve customer experience.
* Supporting business incidents and complaints resolution.
* Promoting a culture of Continuous Improvement to enhance processes and customer experience.
Ideal candidate profile:
* Proactive and self-driven.
* Customer-focused and passionate.
* Adaptable and innovative.
* Skilled in root cause analysis and continuous improvement.
* Capable of influencing and educating customers to improve NPS & NES.
* Experience managing customer-facing teams.
* Strong interpersonal skills at all levels.
* Innovative and independent worker.
* Proficient in web and system navigation, especially self-serve options.
Additional benefits:
We support our employees with health, family, and diversity initiatives, including health condition support, fertility and menopause support, LGBTQ+ inclusivity, neurodiversity support, and more. We invest in your development and wellbeing, fostering a diverse and inclusive culture committed to ESG principles.
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