Location: Stoke Contact Centre or Manchester Atlas House (Full-time remote working during COVID-19)
Salary: Competitive plus excellent benefits
COVID-19 Notice: We are continuing recruitment and have implemented new processes that promote candidate and employee safety. As part of this we have moved to a virtual hiring and onboarding process until further notice.
What will you be doing?
To develop and deliver large-scale changes to IVR & telephony across all customer-facing segments of Vodafone UK. These will typically be based on product, strategic and architectural changes as to how the business interacts with its customers with the use of Voice Call Steering applications, voice self service and voice biometrics.
The role holder will utilise relevant data and insight to make informed reccomendations on opportunities to optimise the routing of contacts landing in the voice environment and work with stakeholders across CS&O to create great experiences for our customers. This will support the Digital Care Tribe in our mission to drive a ‘digital first’ approach, minimising assisted contacts wherever possible.
Another key aspect of this role is the ability to coach and share knowledge with other members of the IVR team (Change Specialists). The role holder should be seen as an expert in IVR design & delivery and possess a drive to continually educate & develop the wider team.
Who are we looking for?
• Exceptionally strong knowledge of IVR design & cross-platform journeys with the ability to coach others (IVR Change Specialists)
• Problem solving and analytical skills and ale to work through complex multi-channel customer journeys.
• Self- motivated and able to work with minimal direct guidance.
• Experience working in cross functional teams.
• Highly organised and able to prioritise multiple activities.
• Strong communicator able to convery complex information in a simple format to different levels of audience.
What’s in it for you?
An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone.
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