Service Assurance Supplier Improvement Specialist

3 weeks ago


Salford Quays, United Kingdom TalkTalk Full time

Service Assurance Supplier Improvement Specialist

Who are TalkTalk?

TalkTalk are the UK’s leading value for money connectivity provider. We believe that simple, affordable, reliable and fair fibre should be available to everyone.

The role

This role plays an important part in the Service Assurance team in improving the service levels, costs, and operational efficiency through process. The role will provide valuable analysis on the performance through data gathering, root cause analysis for our network suppliers, to ensure our processes are working optimally to delight our customers at the best possible cost.

By analysing data from different sources, you will be required to provide meaningful analysis through innovative reporting, transforming our analytics capability to help drive strategic activity and decision making across the consumer repair function. This role is to analyse and create data that will help us to improve our supplier performance and customer journeys, ensuring our customers get the best delivery experience possible.

A proactive approach is required for this demanding role in our fast-paced environment, where engagement in all tasks delegated to you will be required, in return we will help you to learn and gain beneficial experience about our business which will enable you to develop further.

To succeed in this role, you will need to be accustomed to data analysis and manipulation techniques. You need to be enthusiastic about providing a data-driven approach to assist the team in decision making and able to communicate effectively to stakeholders at different levels.

**Responsibilities**:

- Focussed on the customer journey, supporting improvements to our journeys that drive increased customer satisfaction.
- Ongoing analysis of supplier performance and quality, highlighting any immediate areas of improvement
- Interrogate and manipulate data to highlight key trends across repair network suppliers.
- Undertake continuous process improvement to increase service levels, quality, and drive cost reduction.
- Be an excellent team player working closely with the rest of the team and ordering functions to deliver our goals.
- Relentless passion for customer service, always putting the customer first.
- Analysis on process adherence
- Feed into Quality Improvement Plans, that ultimately improves the customer experience and reduces the cost of failure.

To be successful in the role
- Advanced Excel Data Manipulation / Analysis Techniques
- Experience Delivering to Objectives
- Effective Communicator
- Stakeholder Management

Be great to also have: (all other skills & competencies)
- Service Assurance / Repair Knowledge
- Good knowledge of SQL
- Telecoms / Internet Service Provider Experience

What can
_we_ offer
_you_?
- Free TalkTalk broadband for all employees
- Electric car charging points available at our HQ.
- Heavily subsidised meals in the TalkTalk HQ Soapworks office in Salford.
- Access to the Perks at Work platform which gives you hundreds of discounts on high street brands.
- Flexible dynamic working is part of who we are at TalkTalk so please talk to us about how you like to work.

What to do next?

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.



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