Customer Operations Specialist

Customer Operations Specialist

12-month temporary contract

£14.31 per hour

Hours of work: Monday - Friday 08.30 - 17.00

Start Date - 7th April

Fulltime, Onsite

We are recruiting for a Customer Operations Specialist to work for our innovative and global client based in Milton Keynes.

Due to a 6 week training period, candidates who have any holidays booked in the next 6 weeks cannot be considered.

Job purpose: Customer Operations Specialist

In this role you will be responsible supporting the customer contact centre across a range of platforms, managing contact centre escalations and complaints alongside driving process innovation, targeting employee development through KPI/OPI analysis, side by side coaching and deep dive sessions.

Responsibilities: Customer Operations Specialist

Operational Duties

• You are a key subject matter expert within Customer Operations and assist in all operational duties within the contact centre including inbound calls. You'll actively take part in creating a customer centric culture and future proof the team to serve customer needs.

Customer Escalation

• You will act as a point of escalation to support the customer's demands and needs.
• You will be responsible for delivering fair, consistent and prompt investigations of written and verbal complaints in accordance with the company guidance and case handling rules with the best customer outcome in mind.

Quality Assurance

• To manage our Quality Assurance stakeholders to ensure clear and transparent processes and end to end reporting, to include management escalation and agent route cause analysis. You will also sign post-training needs and carry out spot checks in line with our Quality Assurance Framework.

Coaching & Development

• Identify and drive process efficiencies within Customer Operations to assist the contact centre in delivering a customer 1st experience and KPI/ OPI achievement.
• You will be able to provide bite size and refresher training sessions to all advisors to broaden their expertise and continually to develop their skills and will be responsible for supporting a great place to work philosophy through motivational interactions and incentives, ultimately supporting attrition within the area.

Skills / Experience: Customer Operations Specialist

• Experience in a fast paced, customer centric and dynamic environment, gained within a contact centre setting.
• You are confident working in this environment, whilst role modelling professionalism and accuracy.
• You combine your leadership with a great eye for detail, ability to manage competing priorities such as planning, KPI achievement, costs, service levels, complaints, people engagement, people training & development and conversion.
• You'll have a great affinity with our fantastic products, enabling you to remain customer focused with willingness to take on and own issues to resolution.
• You will need to pass & maintain relevant accreditation/compliance/ knowledge to the desired standard e.g. FCA, DPA, Money Laundering, SAF, ECCD, Code of Conduct, Anti-bribery and corruption.

Response Personnel, an independently owned company and experts in recruitment since 1997.

Specialists in Permanent, Temporary and Contract recruitment within a number of niche divisions and industries, including: Commercial, Industrial and Engineering sectors.

For information on other roles, we have available please call for further details.