Contact Centre Specialist

2 weeks ago


Stirling, United Kingdom DST Systems Full time

Overview
Are you looking for a role where you can truly specialise in providing a fantastic service to clients? How would you feel about having the autonomy to manage your day and workload and be trusted to deliver on our client’s expectations?

We are looking for a Contact Centre Specialist who will support in the planning and implementation of Contact Centre projects and initiatives. A dynamic individual to play an important role within an ambitious and busy team. A good communicator who will be an integral part of our management team and who can build relationships with key stakeholders in our business.

About the role
- Leader in quality oversight for team working closely with management team and coaching staff
- Ensure all QA processes and criteria are being applied consistently and correctly, reviewing where required
- Analysis of floor walking queries, feedback, one and done output, QA results and complaints to identify root cause/training needs and share lessons learned
- Support improvements in customer service, communication skills and complaint handling
- Delivery and planning of training and/or coaching based on the levels of quality, accuracy and business need.
- Challenge existing practices. Identify, propose and implement areas of process improvement.
- Assist in the planning and implementation of department projects/initiatives
- Support in maintenance of training material and training plans
- Review and understand MI and look for opportunities to improve processes and procedures
- Recruitment Support (interviews and assessment centres)
- Act as point of escalation for complaints as and when required.
- Act as a point of contact for contentious/complex enquiries
- Responsible for reviewing and updating Freshworks and issuing effective and timely technical and procedural communications
- Breach reporting - assist in completing documentation and agree corrective actions, timescales and feedback
- Business continuity tester and contact
- Chair and actively contribute to team and departmental meetings
- Be a role model by adhering to all SS&C policies and procedures
- Take ownership for personal development
- To liaise with technical experts and peers to ensure that any changes in legislation and procedures effecting Customer Servicing are assessed and understood, ensuring product, process and system knowledge is maintained.
- Communicate technical and procedural information to staff in an effective and timely manner.
- Involvement in testing where required.
- Supports the delivery of Service Level agreement targets and performance standards

**Essential**
- Excellent knowledge of relevant processes, products and regulation
- Excellent problem solving, analytical and decision making skills
- CF1 and FA1/FA2 required or willing to study and achieve within two year of appointment to role
- Strong relationship management skills
- Act as a role model for colleagues in support of management decisions
- Act as a point of technical reference for others to refer to for help, guidance and support
- Excellent communication and interpersonal skills at all levels
- Shows flexibility and always goes the extra mile to meet the needs of the business, Partner and client
- Strong organisational and time management skills
- Commitment and self-motivation to work within deadlines with minimum supervision
- Great at building relationships
- Effective analytical skills
- Strong ability to challenge decisions at all levels

**Desirable**
- Education to Higher level or equivalent is desirable
- ICS and yellow belt desirable


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