Operations Tech Support Service Lead
VERASTAR
Manchester, England
15h ago

JOB TITLE

Operations Tech Support Service Lead

OUR STORY

First established here in South Manchester back in 1998, we specialise in looking after Britain’s small businesses. We’ve gone on to successfully grow from just a telecoms provider to now offering the widest range of essential services, including broadband, mobiles, utilities and insurance, all through our own brands and sister company, The Insurance Octopus.

  • We don’t stop there, to back up our success we’ve recently been recognised with the following awards;
  • Best Business at the Lanarkshire Business Excellence Awards 2019
  • Mid-Market Business of the Year at The Lloyds Bank National Business Awards 2019
  • Work for Investors in People accredited company.
  • Here at Verastar we believe it's our people, that make us the leading company we are today. To say thanks, we offer fantastic commission and bonus schemes as well as providing amazing on-site facilities, such as parking, free gym and discounted café complete with a bar for after-work drinks, all at our newly refurbished HQ.

    LOCATION

    We’re based in the heart of Sale Moor Village next to Sale Water Park, only a stone’s throw away from the M60 and just a short 5-minute walk from the Airport Metro Link line and Sale Town Centre.

    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 :

    OUR ROLE

    The Operations Tech Support Leadis a newly created role that will report to the Head of Planning & Improvement and will initiate the creation of a new team.

    This role will support the shaping and delivery of the overall operations plan whilst harnessing technology as an enabler to deliver people, customer and commercial benefits.

    Whilst we have some good bespoke technology, the operation needs to maximise the value of some technology investments already made and to invest in the right technology to best support day-to-day running and the achievement of targets.

    Work is required to establish core building blocks to enable the improvement and expansion of self-serve capability for customers, enhanced assisted serve and knowledge management for agents and advisors, improved call recording and IVR, the evolution and expansion of channels of communication including email, we need to exploit AI to improve service and forecasting and we need to further embed and develop our forecasting and planning capability.

    RESPONSIBILITIES

  • Support the development of a new team of business product leads responsible for the tools and support required for fast-paced and rapidly evolving customer-facing front-line and back-office operations and for the delivery of industry-leading customer experience, including through voice, written & electronic correspondence and digital channels, self-serve capability and assisted-serve capability
  • Deliver against and support the evolution of a rolling 18-month roadmap for front-line and back-office services and tools to achieve the overall operations plan and deliver the required people, customer and commercial targets
  • Develop strong relationships with IT team and other functions to enable the development of and delivery against the roadmap
  • Enable successful transition into operation of new capability and changes impacting operational support tools and processes
  • Monitor & driving performance of critical tools and operational processes
  • Develop relationships and engage with suppliers and management of their performance to SLA service
  • Provide reporting and insight into operational and service performance and support the development of a continuous improvement culture
  • Build effective relationships across the IT team and wider business and support the development and maintenance of best practice service operations ways of working and management of major incidents
  • Collaborate with Customer Services, Retentions & Collections, Marketing and other key areas of the business to develop effective in-life customer contact strategy and operations plan
  • EXPERIENCE REQUIRED

  • Background in contact centre technology with experience of complex multi-channel contact centre and back-office operations, tools, platforms and trends
  • Demonstrable experience of front-line and back-office technology projects from concept stage to deployment, including those involving IVR, Workforce Management, Agent Assistance & Knowledge Management, Case Management, Workflow Automation, RPA, AI and analytics
  • Experience within organisations undergoing significant operational change
  • Experience of owning and resolving customer-impacting incidents impacting multiple teams and stakeholders
  • Highly organised with excellent communication and influencing skills with the ability to work with a range of stakeholders and to support speedy resolution of issues impacting customers and deliver longer-term change
  • Experienced at identifying, assessing and mitigating risk to the delivery of operational process that could result in a degradation of service levels and process performance, including with suppliers
  • Methodical and analytical approach with great problem-solving skills with inclination to seek and analyse data from a variety of sources to support decisions and to align others with the organisation’s overall strategy
  • WHY CHOOSE US

    We are committed to the needs of every customer and maintain our strong 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

  • As well as being a great place to work, we offer impressive benefits too;
  • Social working hours
  • No weekends or bank holidays
  • Excellent on-site facilities
  • Endless progression opportunities
  • Competitive starting salary with guaranteed rises as you develop in your role
  • Award winning training and development programme
  • Discounts at 100s of high street and online stores through our Star rewards online platform
  • To apply please click the apply link and complete our online application form.

    Report this job
    checkmark

    Thank you for reporting this job!

    Your feedback will help us improve the quality of our services.

    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form