System Admin (Customer Service Tools) in Manchester
RS Group Manchester About the role
Location: UK, Hybrid (London, Corby or Manchester) - The team meet once per month in Corby, Northamptonshire.
Known internally as a Process & Configuration Analyst, you will be supporting the delivery, development and administration of the technology used to interact with our customers across multiple channels. Technology that continuously improves and evolves, enabling RS to significantly drive NPS, employee engagement, growth and profitability through a world class customer experience.
Working as a member of a diverse Service Effectiveness Team across EMEA, where collaboration with colleagues is fundamental to delivering the best outcomes and where the environment is one that encourages us to support and challenge each another.
About RS: Across the industrial design, manufacturing and maintenance worlds, we’re the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses. We provide global access to an unrivalled range of over 750,000 stocked industrial products. Each day our team of experts deliver solutions to resolve our customer’s challenges across design, procurement, inventory and maintenance. We consistently strive to deliver the best possible service to all of our customers and challenge ourselves to provide a seamless procurement experience.
We are one team. We deliver brilliantly. We do the right thing. We make every day better. These are our values. They unite our c.9,000 global colleagues and differentiate us from our competition. They are a mix of how we work today and how we must step up for the future. Most importantly, it is one set of values shaped by our people, for our people. Together, we can make great things happen. Aim for amazing and beyond.
What you'll be responsible for:
- On-going optimisation and development of existing and future service tools across EMEA
- Managing, exploring and assessing change demand
- Product administration, development and maintenance
- Continual development of technical knowledge and expertise across all customer contact tools, taking ownership for growing expertise and understanding through hands-on experience and formal learning
- Actioning JML (Joiners, Movers, Leavers) requests from Service Desk
- Respond to user requests for support in a timely manner
- Work across cultures/functions, seeking ways to enhance the end-user and customer experience
- Create, develop and maintain system documentation for our Service Tools
- Assist with migration from older systems/processes in line with our customer engagement roadmap
- Collaborate with key EMEA stakeholders (incl; Snr VP Go to Market Strategy, EMEA Heads of Service/Sales Effectiveness, CS LT, Operational teams, IS&T, Digital, and CX)
- Work in partnership with external vendors and tech partners, driving collaboration and accountability
- Support improvement initiatives and projects related to the Customer Service Function
- Manage multiple concurrent initiatives
- User management & System security
Skills & Experience that would be really useful:
- Experience with Customer Service Tools, especially any as a user or administrator for platforms such as Salesforce, iAdvize, Genesys, Diabolocom or Moxie.
- Proactive individual that can help us continually improve our customer interaction platforms, gathering requirements and feedback, designing scalable best practice solutions, managing demand requests in line with the strategic roadmap.
- Experience within a fast moving, dynamic business environment with the ability to quickly comprehend the complex business processes used in the multiple areas of business engagement that we have.
- Experience of working with stakeholders in European/Global teams; understanding the requirements for different parts of the organisation both from a business perspective and a cultural one.
- An understanding of cultural differences is extremely important as part of the day-to-day engagements with users.
- Ability to translate technical information into simple terms, explaining design options and their potential impact.
- Great communication skills within a regional matrix organisation.
- Comfortable with change management.
- Experience with Visio & Project applications.
- Experience with Continuous Improvement practices, or CI/LSS certification.
We are RS Group. At RS we’ve been solving engineering 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 750,000 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.
Come and join us and over 9000 employees worldwide – and we’ll help you to think big, do more and unleash your brilliance, so you do amazing things too.
Your tasks
Support and develop customer service tools to enhance user experience across EMEA.
Your profile
Experience with customer service tools and strong communication skills are essential.
What's also included
Hybrid work, competitive salary, and opportunities for personal development.
Tech stack & ways of working
System Admin (Customer Service Tools) in Manchester employer: RS Group
RS Group is an exceptional employer that champions inclusivity and diversity, making it a great place for professionals seeking meaningful work in a supportive environment. With a hybrid working model based in Corby, employees benefit from flexible arrangements, competitive rewards, and a strong focus on personal and professional growth, all while contributing to a company that has been innovating for over 80 years. Join a team that values curiosity, empathy, and the drive to make a real impact in the world.
Your perspectives
Make a real impact on customer interactions and drive innovation in a dynamic environment.
StudySmarter Expert Advice
Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at RS Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like RS Group before they even post them.
Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills
In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to RS Group
Your cover letter is your chance to shine! Tell us why you want to work at RS Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills
If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills
Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at RS Group!
How to prepare for a job interview at RS Group
Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
Locations
- Manchester
