Pensions Specialist

3 weeks ago


Audenshaw Greater Manchester, United Kingdom Brother International Europe Ltd Full time

About Brother Brother is a global brand, delivering products and services to customers worldwide with manufacturing and sales facilities in over 40 countries and regions. Since being established in 1908 as a sewing machine repair business, the Brother Group has grown to be at the forefront of innovation in its history of more than 110 years. Brother International Europe (BIE) is the European Headquarters of the Brother Group. BIE also provides sales offices with support in Product Marketing, Technical and Logistic Services, Environmental strategy and management, IT, Finance, and Administration. At Brother, we are proud to deliver amazing IT services and experiences through our talented people in an agile and customer-centric way.

A Fantastic opportunity has arisen for a Customer Experience Specialist to join Brother in our European Product Service and Support. The Customer Experience Specialist will have full responsibility to deliver an exceptional Customer Experience across all channels measured through our CSAT programme. The specialist conducts process reviews, Customer Journey mapping and assists in the management of our external European Contact Centre sites.

Participate in building and developing chatbot/Chat GPT and machine translation processes and workflows.
Conduct analysis of previous Chat Bot data to highlight areas for improvement.
Work with the European Contact Centre team to review contact trends across all channels and recommend improvements.
Liaise with online Customer Support development teams and reviewers in Japan, US and European Brother sales offices, to achieve consistent content in terms of style and terminology, and continuously look for ways to improve the quality and user-friendliness of the content intended for Brother customers to increase self-help.
Review, edit and create English-language content for FAQs and other product information when required.
Manage project schedules to ensure the achievement of all deadlines.
Assist with the day to day management of European Contact Centres.
A limited amount of Travel time throughout Europe.

Proven Management Level experience within the Contact Centres/managing external Contact Centres
Proficient in Microsoft Office products with strong excel Excel skills
Strong experience in Chat BOT/Chat GPT development, implementation and improvements

Knowledge of a European language
We’re actively building diverse teams and welcome applications from everyone. We celebrate our differences, and recognise the importance of teams reflecting the communities they serve.

And we offer a flexible working environment so you can adjust your hours to suit your personal circumstances.


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