Contact Centre Technologist

5 months ago

London, United Kingdom Financial Conduct Authority Full time

Contact Centre Technologist

Planning & Analysis Team, Supervision Hub, Authorisations

Location

Edinburgh / Leeds / London

Salary

National ranging £42,500-£63,000 and London from £45,500-£67,400

About Authorisations

There are few jobs where you can make a real difference to the 2 million people who work in the UK Financial Services industry, the 40 million consumers of financial products and the stability of our economy as a whole.

Our people are integral to our success as an organisation, working alongside industry, visiting firms and speaking to consumers every day as we strive to ensure the FCA is setting the standard for other regulatory bodies across the world.

From regulating Consumer Credit to driving action on Foreign Exchange manipulation or helping strengthen accountability in the banking sector, the FCA is working with the industry to protect consumers, ensure the integrity of the UK financial system and promote fair and effective competition. We oversee conduct across the full span of the financial sector from global investment banks to high street payday lenders and are now preparing to implement a new strategy that will sharpen our focus to face the regulatory challenges ahead.

The Authorisations Division is responsible for protecting the 'gateways' through which individuals and entities are regulated. The Division has clear statutory responsibilities with a direct link to the FCA’s objectives.

The Division is responsible for assessing effectively and processing:
- Applications for FCA authorisation, registrations, variation of permissions, cancellations and approved persons- Applications in respect of change in control and waivers- Passport notifications and transfers of business, and- Registration of mutual societies.

The Supervision Hub and our Technologies

The underlying technologies which enable the Supervision Hub to perform its role, consist of common Contact Centre technologies and include, CCAAS (Contact Centre as a Service): Vonage / New Voice Media (NVM) and MS Teams, Switchboard utilising Anywhere365 and MS Teams, Calabrio Workforce Management, Nexidia SATA (Speech and Text Analytics), CRM (Customer Relationship Management) Salesforce Service Cloud.

Technical support and development of the contact centre platform is the responsibility of the Technology Division, which also supports the Supervision Hub for all system technical requirements such as, maintenance releases, and technical development/ customisation of the platform. The Technology Division is also responsible for ongoing supplier management for the various products which make up the contact centre platform.

The Contact Centre Technologist

Our requirement is for a Customer Contact Platform Snr. Associate, responsible for the ongoing user administration across the platform, set-up and configuration of the Contact Centre platform itself. i.e., IVR (Contact flows), Set-up of the call-plan including all associates agent skills and priorities etc., and ongoing optimisation of the overall platform and supporting technologies for the Supervision Hub.

What will you be doing

The key responsibilities of the successful applicant will be:
- User administration, configuration, and ongoing optimisation of the Contact Centre Platform (CCP)- Forward planning and administration of the CCP for Opening hours in line with business requirements- Work with the operational teams in the design and implementation of business change initiatives ensuring that our Contact Centre Platform is being fully utilised to develop the user experience (firms or consumers) and deliver operational efficiencies- Take ownership for the successful and timely resolution of all multi-user IT issues within the Supervision Hub. For example, department wide service wide outages, occasional intermittent issues which impact any user groups. Work with and support the Technology functions to manage and support timely resolution- Proactive management of the Supervision Hub’s relationship with the Technology Division ensuring that the requirements of the Supervision Hub are actively represented

What you will get from the role- This is a unique opportunity to join and influence our progression and to maximise the development and use of the Contact Centre Platform- This is a fantastic opportunity to develop new skills and experiences using the latest Contact Centre technologies

Core benefits that you will receive as standard are:
- 25 days holiday per year plus bank holidays (pro-rata)- Private healthcare with Bupa- A non-contributory Pension of at least 8% of basic salary each month (there are several contribution levels that increase depending on your age - up to 12% a month once you reach age 35)- Life assurance of eight times your basic salary- Income protection

We support hybrid working which means you will be able to work from home up to 60% of the time over a month with the remainder of your time in one of our three office locations.

The skil

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