Customer Interaction Routing Specialist

Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.

Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.

This role and responsibility for activities that ensure that our customers connect with the best available resource for their query – whether it is self-care systems like IVR or human assistance over the phone, social media, web chat or email. The role is accountable for taking real time decisions on customer routing and where the contact should go along with the best channel for the contact. The role is also responsible for configuration of the customer contact rules across Inbound, Outbound, and assisted digital contact channels.

The role is critical in ensuring that our contact centres are ready to meet business objectives and that brand-based decisions are achieved optimising the customer, people, and commercial outcomes. As a result, a wide range of KPIs must be considered and balanced during decision making.

• Knowledge of Genesys Engage, Bold360, Genesys Cloud CX or Speechstorm Platform at a Technical Level required.
• Knowledge of Knowledge Management Platforms also required, as well as an understanding of Omnichannel and Contact Centre Systems & Best Practices.
• Knowledge of Contact Centre, Interaction Routing and Channels a must. Be able to adapt approach to changing priorities.
• Experience with Genesys Cloud Architect/Genesys Routing Tools would be a great addition but not essential.

The Customer Interaction Routing team ensures we have high quality and optimum plans in place to respond to customer demand and take the right strategic decisions on the best channel for customer interaction.  

The role of the Customer Interaction Routing Team is to implement our interaction strategy to route our customers to the advisor that best meets their needs. Manage customer interactions across all multi-channel contact methods (e.g., voice, email, webchat, social media). Ensure effective utilisation of contact centre resources and headcount to meet real-time customer demand whilst keeping in mind Contact Centre Best practices.

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

With that in mind, if you do not ‘tick every box’ in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition for the team. So, if you feel this role is for you, then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!

We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, our core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.