RS Group
System Admin (Customer Service Tools)
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System Admin (Customer Service Tools)
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 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 delivers 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:
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- 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 (including 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
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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 9,000 employees worldwide – and we’ll help you to think big, do more, and unleash your brilliance, so you do amazing things too.
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