Careers at RMS

Not only do we work in some of the most exciting and innovative industries around, we’re working at the sharp end of it providing technology to many of the best known and most recognisable brands.

RMS employs people in a wide variety of roles and is always on the look out for innovative individuals that have a real passion for service, and expect more from technology. Add to that, we are going through a huge period of growth, and so if you work with us, you’ll be joining a growing team of retail, hospitality and healthcare technology experts that will help your talent shine.

If this sounds like you, and you want to be part of something special simply send your CV along with a covering letter to jobs@metrofy.com and follow us on LinkedInTwitter and Facebook for regular updates. You can view our latest opportunities below.

 

Metro Operations 2nd Line Support Team Member

£19,000 – £22,000 a year depending on experience

Office-based role (some remote working may be required).

Due to the success and growth of our Metro solution, we are expanding our support team, and are on the lookout for confident, people-persons to join us that enjoy a challenging, fast-moving environment. Ideally suited to a customer orientated person, who enjoys working with process, methodology and software.

This role is dual-focused; requiring a strong, methodology in approach, excellent communication skills, whilst also having a logical approach to problem-solving. You will be supporting customers, from a range of industry verticals – Retail, Hospitality and Healthcare – and will become the main point of contact for customers within each, ensuring that regular updates and appropriate levels of service levels are maintained. Assisting with the analysis of support calls and help in identifying areas for increased product effectiveness. You will also ensure that you are kept up to date with product changes and assist with testing new features/releases. The chosen candidate will be providing IT support to customers and look successfully to resolve tickets raised.

You will need to be a highly motivated individual, who is able to take responsibility for your own actions and workload, and able to work effectively as part of the support team.  Whilst maintaining a collaborative relationship with the Business. This role is suited to those with experience in customer interaction and/or working in a support environment.

Responsibilities

  • Day to day ownership of the support process
  • Collaboration with the support team.
  • Reviewing customer issues (2nd line support) to seek resolution supporting the RMS support process in line with SLA`s & where appropriate recommending improvements.
  • Manage Customer expectations with regards to issue resolution in accordance with service level agreements (SLA`s)
  • Analyse and track customer metrics. Highlight opportunities and threats to appropriate managers.
  • Assist Customers in understanding Product Release notes and provide guidance & training when applying to their own Business needs.
  • Working collaboratively with the support, operation, Sales and development team to find solutions that solve business issues
  • Carry out functional Software Testing. This also may include testing new releases of the product and new features.
  • Assist with standard business documentation (for example CPA`s, Process mapping, Account Review Documents, training documents etc)
  • Contribute to the innovation and instigation of new Projects/process changes for the effective improvement of solution operation, within the context of the role purpose.
  • Some reception duties will be occasionally required (Meeting and greeting visitors, answering and directing calls)

Previous support experience not required, though desirable.  A background in Retail, Hospitality or Healthcare would be beneficial.

Job Type: Full-time (Monday to Friday)

37.5 hours per week, (Shifts to cover support 8:00 – 18:00, 7.5 per day)

Salary: £19,000 – £22,000 a year depending on experience

 

Core Competencies – Knowledge skills and experience

  • Retail or Healthcare or Leisure or Hospitality industry experience an advantage
  • Basic IT troubleshooting skills an advantage
  • Understanding SQL management studio an advantage
  • Excellent communication and customer service skills
  • Good telephone manner
  • Flexible approach works well under pressure
  • Good working knowledge of Microsoft Office plus mobile devices
  • Strong team player actively supporting the support & operations team & the wider Metro team.
  • Ability to work independently, organise self and others to ensure tasks are carried out in a timely manner.
  • Ability to produce documentation, training guides, requirements, presentations

Metro Account Manager 

Minstead, New Forest, Hampshire.

£18,000 – £22,000 a year depending on experience + £5k Car allowance, Mobile phone, expenses. 

Field-Based Role with Car Allowance.

Due to the success and growth of our Metro solution, we are expanding our Account Management team, and are on the lookout for confident, people-persons to join us. This opportunity provides a big step up for individuals who want to grow out of their current environment and enjoy a challenging, fast-moving environment, travelling daily to meet organisations committed to improving their business.

Reporting to the Metro Team Manager, this role is dual-focused; requiring a strong, customer-focused outlook and excellent communication skills, whilst also having a logical approach to problem-solving. You will manage a variety of accounts, from a range of industry verticals – Retail, Hospitality and Healthcare – and will become the dedicated point of contact for your customers within each, ensuring that regular and appropriate levels of contact and support are maintained, whilst identifying areas for increased product effectiveness. You will be their guide and mentor taking full responsibility for ensuring they optimise their use of our Metro software.

As with any field-based role you will need to be a highly motivated individual, who is able to take responsibility for your own actions and workload, whilst maintaining a collaborative relationship with the Business. This role is suited to those with experience in customer interaction and/or working in a Head Office/Field environment.

Responsibilities 

  • Day to day ownership of allocated Customer Accounts
  • Regular Customer contact, account reviews and action management
  • Regular reviews of Customer implementations including use/design of Homepages, publishing of tasks, content, KPI’s etc. with an overall objective of offering best practice guidance
  • Forecast and track customer metrics to predict trends. Highlight opportunities and threats to appropriate managers.
  • Gain a clear understanding of Customer Business Objectives, in order that additional software modules can be proposed, offered and demonstrated where required.
  • Setting up system demonstrations for existing and new functionality
  • Reviewing customer issues to seek resolution supporting the support process & recommending improvements. 
  • Engage Customers in discussions on requirements and initiatives.
  • Complete standard business documentation (for example CPA`s, Process mapping, Account Review Documents etc)
  • Manage Customer expectations with regard to project timelines
  • Assist Customers in understanding Product Release notes and provide guidance & training when applying to their own Business needs.
  • Working collaboratively with the support, operation, Sales and development team to find solutions that solve business issues
  • Carry out/Organise Software Testing and assist in Product implementation. This also may include testing new releases of the product for your customer’s specific practices

Previous Account Management experience not required, though desirable.  A background in Retail, Hospitality or Healthcare would be beneficial. A Full Driving licence is essential as is a flexible approach to hours of work. Some nights away from home may be required.

Job Type: Full-time

Salary: £18,000.00 to £22,000.00 per year depending on experience + £5k Car allowance, Mobile phone, expenses. 

 

Core Competencies – Knowledge skills and experience:

  • Retail or Healthcare or Leisure or Hospitality industry experience of communications & workload & best practices
  • Project management understanding an advantage
  • Ability to produce documentation, training guides, requirements, presentations
  • Good written & verbal skills
  • Flexible and able to react quickly to the needs of the customer
  • Good working knowledge of Microsoft Office
  • Strong team player actively supporting the Metro team and the wider support & operations team 
  • Ability to work independently, organise self and others to ensure tasks are carried out in a timely manner.
  • Full driving license (required)

For further information, or to apply for this position please email jobs@metrofy.com , and enclose your latest CV and contact details.

In addition to these exciting opportunities, we welcome general applications.

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