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| Job Location | Birmingham |
| Education | Not Mentioned |
| Salary | £25,000 - £32,000 per annum |
| Industry | Not Mentioned |
| Functional Area | Not Mentioned |
| Job Type | Permanent, full-time |
ResponsibilitiesDrive transformation throughout Customer Support by working collaboratively with relevantstakeholders at all levels.Lead development and documentation of Customer Support technical developments andassociated roadmaps.Define goals for development of Policy Admin Systems to enable better operationaleffectiveness.Successful completion and documentation of UAT through each development/project goal.Attendance and communication of Roadmap development priorities and project milestones.Work with the Customer Support Managers and Head of Customer Support to define,implement and maintain comprehensive reporting using various systems across the department.Provide accurate reports for the Team Leaders and CSEs so they can actively monitorperformance.Enable MI to capture Voice Of Customer and provide analysis identifying trends impacting thecustomer and business negatively.Support the Workforce Planning Analyst and Instructional Designer in sourcing WFM systemsuitable for the needs of the department.By utilising existing data, capture the needs of the business and develop detailed forecasts tosurpass service expectation of industry standards.Drive ongoing content creation not just through your team but through greater engagement ofthe FUSE platform across Customer Support.SkillsFluent in use of BI/MI tools such as GoodData, PowerBI, TableuStrong technological aptitude and quick to pick up new systemsTeam leadership: motivates, guides and coaches’ others effectivelyPerformance management: sets realistic and attainable objectives, reviews, and provides constructive feedbackApplies employment policies and procedures competently and fairlyPlans and organises own work and the work of others, including schedulingDelegates with appropriate support and coachingGood listening skills: questioning, summarising and reflecting with empathyAssertive and can influence positively to handle difficult conversations and gain acceptanceAccurate and insightful MI/ data analysis and reporting Required skills
Keyskills :
Analysis Data Management Repting Repts