Naukrijobs UK
Register
London Jobs
Manchester Jobs
Liverpool Jobs
Nottingham Jobs
Birmingham Jobs
Cambridge Jobs
Glasgow Jobs
Bristol Jobs
Wales Jobs
Oil & Gas Jobs
Banking Jobs
Construction Jobs
Top Management Jobs
IT - Software Jobs
Medical Healthcare Jobs
Purchase / Logistics Jobs
Sales
Ajax Jobs
Designing Jobs
ASP .NET Jobs
Java Jobs
MySQL Jobs
Sap hr Jobs
Software Testing Jobs
Html Jobs
IT Jobs
Logistics Jobs
Customer Service Jobs
Airport Jobs
Banking Jobs
Driver Jobs
Part Time Jobs
Civil Engineering Jobs
Accountant Jobs
Safety Officer Jobs
Nursing Jobs
Civil Engineering Jobs
Hospitality Jobs
Part Time Jobs
Security Jobs
Finance Jobs
Marketing Jobs
Shipping Jobs
Real Estate Jobs
Telecom Jobs

Operations Tech Support Service Lead

Verastar Ltd
Job LocationSale
EducationNot Mentioned
Salary£30,000 per annum, inc benefits
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

OUR STORYFirst established back in 1998 with a mission to provide a fantastic telecoms service for Britain’s small businesses we’ve gone from strength-to-strength. We’ve grown to offer the widest range of essential services in the UK, including broadband, mobiles, utilities, insurance and payment services – making Verastar the only one-bill solution for the SME market.We provide over 300,000 services to 160,000 small business customers through our brands kinex and Clear Business. In addition to achieving the Mid-Market Business of the Year at The Lloyds Bank National Business Awards 2019, our success has also been celebrated at the Greater ManchesterBusiness of the Year 2019 Awards where our Manchester based office, was named Business of the Year.We’ve achieved all this through a commitment to deliver against the needs of every customer and colleague by living and breathing our company values:

  • UNITED – We are ONE team
  • PASSIONATE – We go the extra mile
  • INNOVATIVE – We find a better way
  • STRAIGHT FORWARD – We keep things simple
    • THE ROLEThis is newly created role within the Planning & Improvement team with a focus on ensuring the effective performance and exploitation of one or more tools and services which customers, front-office and back-office teams are reliant upon.Verastar has grown quickly and so culture, processes and technology need to adapt to support as we move to the next stage in our journey. This role will support by driving the process and technology changes we need to implement to take out failure demand and improve customer experience which will be essential for delivering our ambitious growth targets over the coming years.This role will involve working with our bespoke technology, maximising the value of technology investments already made and ensuring we invest in the right technology to best support day-to-day running and the achievement of targets. You will need to establish the core building blocks to improve our of self-serve capability for customers, enhance our assisted serve and knowledge management for agents and advisors, improve our call recording and IVR, expand our communication channels including email and help us exploit AI to improve service and forecasting capability.Your main responsibilities will include but are not limited to;
  • Providing support to our fast-paced and rapidly evolving customer-facing and back-office operations taking responsibility for products and services upon which customers and the operation rely, such as IVR, call routing, dialler, speech analytics, self-serve, WFM, Knowledge Management, workflow automation and RPA.
  • Working with key stakeholders in the operation, elevating the usage of products and services to enable improvement in customer experience and the achievement of KPIs.
  • Developing strong relationships with our IT team and other functions to enable delivery of incremental improvements, new tools and services, ensuring successful transition into service.
  • Monitoring & supporting critical services and operational processes identifying and recommending opportunity for improvement.
  • Developing relationships and engaging with 3rd parties to support delivery of services;
  • Work with our IT team, operational teams and other stakeholders to support the development of governance and controls.
    • THE PERSONThe successful candidate will have experience of supporting busy multi-channel contact centre operations and will demonstrate a track record of supporting, implementing and exploiting tools such as IVR, call routing, dialler, speech analytics, self-serve, WFM, Knowledge Management, workflow automation and RPA.If you’ve got the follow key skills then we want to hear from you today;
  • Experience of implementing improvements and / or introducing one or more of the following solutions to support a multi-channel contact centre operation: IVR, Dialler, Speech Analytics, Workforce Management, self-serve, Knowledge Management, Case Management, Workflow Automation, RPA, AI and analytics.
  • Experience supporting organisations undergoing significant operational change.
  • Experience of owning and resolving service and customer-impacting issues.
  • Highly organised with excellent communication skills and the ability to work with a range of teams and individuals across the business.
  • Experienced at identifying, assessing and mitigating risks to operational performance, including the introduction of governance and controls both internally and with suppliers.
  • Methodical and analytical approach with great problem-solving skills
  • A passion to seek out and analyse data from a variety of sources to support decisions and to align others with the organisation’s overall strategy.
    • WHY CHOOSE USAs well as being a great place to work, we offer impressive benefits too;
  • £30,000 starting salary
  • Up to 10% performance related bonus
  • 33 days holiday including bank holidays and the option to buy more through our buy and sell holiday scheme
  • Online discount platform STAR Rewards – Offers discounts at 100s of high street and online stores.
  • Employee wellbeing hub – With information and advice on healthy eating, exercise classes and mindfulness activities.
  • Employee Assistance Programme – Providing confidential help and advice when employees need it.
  • Company pension scheme.
  • Cycle to Work.
  • Free Life Assurance for all employees.
  • Sociable working hours - No Weekends, Evenings or Bank Holidays
  • Free on-site gym
  • Our continued growth and diverse produce range means we have fantastic career progression opportunities
    • HOW TO APPLYIf you’re looking for a new challenge with great benefits at an award-winning company, then Verastar is the place for you. To be part of our continued success click ‘Apply’ today to take the next step in your career.By applying for this role, you are giving us consent for us to process your data in line with our Privacy Policy, full details of which can be found on our company website careers.To ensure the absolute safety of all our colleagues we have taken a number of steps to me our office COVID-safe including designated desks with two-meter distancing, increased cleaning and hand sanitizer availability. For full details of our health and safety please visit our website.

    APPLY NOW

    Operations Tech Support Service Lead Related Jobs

    © 2019 Naukrijobs All Rights Reserved