Customer Contact Optimisation Manager

£50,000 | London | Contract
Posted 3 months ago

Customer Contact Optimisation Manager
FTC - Maternity Contract
West London
£ Competitive

IQ Talent Solutions are working on behalf of their client, a start-up enterprise which is part of a renowned retail and telecommunications company supporting with the recruitment of a Customer Contact Optimisation Manager on a fixed term based to be based in West London

The Role
As our Customer Contact Optimisation Manager you'll identify and implement solutions to shift contact to digital channels and reduce overall contact propensity. You will work alongside the Customer Services, Customer Experience, and CRM teams, as well as the wider company, to find opportunities to fix customer pain points, drive self-service adoption and usage, and ensure the highest possible usage of our most cost efficient service channels, all whilst maintaining a great customer experience.

Duties & Responsibilities

* Design and implement solutions which reduce the overall contact propensity of customers.
* Work with the Customer Service Manager to understand customer pain-points and prioritise those for solutioning.
* Support line manager in driving the digital and self-service strategy by sharing insight and suggestions with our App Product Manager in order to improve self-service options and increase adoption and usage.
* Drive benefits delivery through a programme of improvement initiatives, changes and quick wins which help to shift remaining contact volume into efficient digital channels.
* Partner with peer, Customer, Retention and Digital Customer Experience teams and build strong business cases for digital channel initiatives to introduce into our Customer Service and Retention teams.
* Work with the wider team to support the end to end implementation of any changes or initiatives you introduce, from vision through to delivery and measurement.
* Create a process to manage and prioritise improvement initiatives and to quantify customer experience improvement and contact reduction in order to present results back to the business.
* Define measurable goals and help to roll out the technologies, skills and processes needed to achieve them.
* Interpret insight from all channels to understand customer needs and behaviours, ensuring sample size represents a significant section of our customer base in order to deliver tangeable benefit.
* Work closely with the Customer Experience team to map end to end 'as is' and 'to be' customer journeys and gain buy in and sign off from relevant stakeholders for your proposed 'to be' journeys

Skills & Experience

* Candidates will have previous experience within a customer journey or process improvement role and knowledge of digital and self-service technologies preferable (e.g. webchat, IVR, AI etc.)
* You will ideally be able to carry ideas through to completion and have experience creating and presenting a business case desirable.
* Previous knowledge of digital and self-service functions is highly desirable, as is the ability to work in a collaborative environment and across multiple teams.
* Candidates will have an analytical and practical approach to problem solving and be experienced in engaging multiple stakeholders at all levels.

For more information about this role, please contact:

Rachel Loughlin
0161 237 0063

See Rachel Loughlin's jobs
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