Skip to main content
Job ID Location Work Location
21002Y Maidenhead Maidenhead Office (Star House)
Job Type Contract Type Hours Per Week
Professional Full-time 37.5
Shift Pattern Closing Date
Full Time - Includes On Call 09/03/2021

Please note that although this role states Maidenhead, it will actually be based out of our brand new Reading offices (Green park)… once offices re-open later this year.

At Three, choice of channel for customer support is critical to business success and meeting customers needs and expectations. Messaging (Live Chat, Social Media, SMS) is a growing and developing channel for Three approaching nearly 35% of our total inbound customer interactions.  As such, developing an effective interaction service for both customer and company needs is the cornerstone to success.  The Customer Interaction Routing Team manage, develop and evolve these services today.  Looking for all opportunities to improve the service for customers, internal users and partners. This role will be central to the optimisation and development of these services to maximise potential results.  The role holder will deliver ever improving performance results, empowered to explore, evolve and protect service performance at all junctions.

This role has a key opportunity to help drive performance for the contact centre ensuring high standards and best possible strategies/journeys exist through management, ideation, analysis of all channels from voice to live chat to social and more.

At Three, choice of channel for customer support is critical to business success and meeting customers needs and expectations. Messaging (Live Chat, Social Media, SMS) is a growing and developing channel for Three approaching nearly 35% of our total inbound customer interactions.  As such, developing an effective interaction service for both customer and company needs is the cornerstone to success.  The Customer Interaction Routing Team manage, develop and evolve these services today.  Looking for all opportunities to improve the service for customers, internal users and partners. This role will be central to the optimisation and development of these services to maximise potential results.  The role holder will deliver ever improving performance results, empowered to explore, evolve and protect service performance at all junctions.

This role has a key opportunity to help drive performance for the contact centre ensuring high standards and best possible strategies/journeys exist through management, ideation, analysis of all channels from voice to live chat to social and more.

Responsibilities

  • Responsible for day to day updates and reviewing of platforms used to manage our IVR, Voice Routing, Live Chat and Social Media platforms (Genesys, Boldchat, Khoros).
  • Undertake and coordinate analysis of platform performances and present back on findings with proposals aligned to this.
  • Coordinate and collaborate with all stakeholders needed to deliver changes to interaction services (voice, chat and social).
  • Identification of improvement opportunity for these services – creating information and suggestions for improvement.
  • Prepare and report performance to services and roadmap activity to the Customer Interactions Routing Manager and Stakeholders.
  • Liaison with Vendors and Partners on regular updates and issues/concerns for addressing.
  • Develop and maintain a strong working relationship with partner managers across directorates, vendors and partners themselves.
  • On-Call rota (1 in 4 weeks, on to cover all out of hours times) to manage any issues/outages, deploy emergency changes, advisory messages, system blocks etc).

Skills and Experience

  • Experience in all aspects of inbound customer contact, behaviours and service best practice.
  • Good contact centre background, understanding of customer demand and CC key metrics.
  • Understanding of change processes, governance, testing etc.
  • Experience of managing and developing stakeholder relationships in a remote team environment.
  • Experience of managing and coordinating system/service changes.
  • Good analytical experiences and problems solving/investigation skills. 
  • Strong commercial understanding and able to identify efficiency opportunities and commercial performance benefit potential.
  • As the role requires management of a diverse range of internal stakeholders and third-party suppliers exceptional interpersonal, networking, negotiation, influencing, and communication skills are essential with evidence of a proactive approach and creditable outcomes. 
  • Strong ability to adapt quickly to changing circumstances and remain calm under pressure.

Apply
TTC Logo

Three are a proud signatory of the Tech Talent Charter (TTC), working across industries to drive greater inclusion and diversity in technology roles.

Can’t find the job you’re looking for?