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 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

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