At a Glance
- Tasks: Support and optimise customer service tools to enhance user experience across EMEA.
- Company: Dynamic tech company focused on delivering world-class customer experiences.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with excellent career advancement opportunities.
- Why this job: Join a diverse team and make a real impact on customer interactions.
- Qualifications: Experience with customer service tools and strong communication skills.
The predicted salary is between 35000 - 45000 £ per year.
Location: UK, Hybrid (London, Corby or Manchester). The team meets 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 encourages us to support and challenge each other.
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 as a user or administrator for platforms such as Salesforce, iAdvize, Genesys, Diabolocom or Moxie
- Proactive individual that can 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 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
System Admin (Customer Service Tools) in Manchester employer: RS UK & Ireland
RS UK & Ireland is an excellent employer, offering a dynamic work environment in Corby where you can lead and develop a dedicated team while ensuring top-notch customer service and safety compliance. With a strong focus on employee wellbeing, competitive salaries, and opportunities for professional growth, RS UK & Ireland fosters a culture of support and development, making it a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land System Admin (Customer Service Tools) in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at RS UK & Ireland. 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 UK & Ireland 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!
We think you need these skills to ace System Admin (Customer Service Tools) in Manchester
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 UK & Ireland:Your cover letter is your chance to shine! Tell us why you want to work at RS UK & Ireland 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 UK & Ireland!
How to prepare for a job interview at RS UK & Ireland
✨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.
