Contact Centre – Technical Specialist
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| Job Type | Permanent Full Time |
| Location | Redhill |
| Area | Surrey, UK |
| Sector | Technical |
| Start Date | |
| Advertiser | Chelsea McGreig |
| Job Ref | CM12233 |
- Description
- Contact Centre – Technical Specialist
** £30k - £35k ** £500 Flexible Benefit ** Annual Bonus Scheme ** 27 days holiday plus bank holidays ** Up to 12.5% pension contributions ** Sharesave scheme **Childcare vouchers ** Discounts on high street brands and local retail discounts **
Are you a senior contact centre professional who has a technical mind and can / enjoys communicating complex / technical information.
If yes, we have a role for you.
Our client is looking for an individual to work alongside their Risk Strategy Data Analysts, where you will assist with the planning and designing of new contact strategies. Focusing on the collections and arrears team, you will be responsible for the daily dialler file and SMS strategies.
Ideally you will have an inquisitive and technical mindset.
The Role:
Contributing to pre-strategy planning, including working with Risk Strategy Data Analysts to design new contact strategies
Proactively supporting the delivery and management of customer contact strategies, taking the lead when required
Provide technical expertise that ensure the customer experience is compliant with all policies and industry regulations
Assisting in monitoring the performance of strategies to drive insight for strategy optimisation
Ensuring that strategies enable 'good customer outcomes' and protect customers from detriment
Documenting best practices from previous strategies so that we can continually learn and improve future strategy performance
Communicating strategies and gain buy-in from stakeholders across the business
Be responsible for the administration of Risk Strategy contact strategy tools systems and procedures
Working in conjunction with the Project & Oversight Specialist to ensure contact strategy related control checks are completed within pre agreed timeframes
Establishing and maintaining exceptional working relationships with related third-party suppliers, ensuring issues are raised, tracked and resolved in a timely manner
Assisting the Delivery & Oversight Manager to deliver projects in accordance with Prince2 methodology
Reviewing project related documentation in detail. Highlight all key points and risks, and prepare detailed recommendations for review prior to sign-off
Creating, reviewing, maintaining and updating all procedure and policy documentation as required
The Individual:
Good understanding of the retail consumer credit environment, including legal, compliance and regulatory frameworks
Knowledge of the FCA, CONC and Consumer Credit regulation
Technically minded with an interest in IT
Excellent all round PC software skills
Advanced level Excel
Effective verbal/written communication skills coupled with a presentation style which allows complicated content to be understood by audiences of all business levels
Proactive organisational skills and exceptional time management and prioritisation
Ability to work under pressure
Innovative thinker and the ability to bring new ideas to the table
Excellent attention to detail
Desirable Experience:
Previous experience working in Collections and Recoveries
Experience in contact strategy development and changes
SAS / SQL coding experience
Project management experience and demonstrable business change implementation skills
A recognised project management qualification. i.e. Prince2
Strong understanding of Microsoft Visio and Project Libre tools
NB:Lloyd Recruitment Services would like to thank you for taking the time to apply to this vacancy. However, unfortunately due to a high number of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within seven days, please assume that you have not been shortlisted on this occasion. However please do join our Facebook community, to be the first to see our new positions.
