Junior Omni-channel Specialist

As a Junior Omni-Channel Specialist within Direct Consumer function of TalkTalk, you will help support the future direction of our contact channels across voice and digital across consumer and B2B ensuring change is documented, tracked, controlled, and communicated. As part of the Direct Consumer team, you will capture business requirements, make technical changes to our IVR and digital customer facing BOTS whilst communicating change impacting our customers and teams. We are on a journey to create omni channel strategies that can deliver excellent and consistent customer service.

As a Junior Omni-Channel Specialist, you will learn and develop transferable skills required to keep us on track and deliver positive change. You will use your communication skills to positively engage with teams on all things relating to IVR and Digital BOTS. You will put our customers first by embedding a customer first culture through NPS which will help us deliver a best-in-class omni channel service.

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.

Sitting within the heart of the operation - you can expect a range of individuals who are team-players, collaborative and willing to lend a helping hand when required. You’ll work alongside our omni channel leads and specialist, who will be on hand to make you an expert in this area. We work alongside Service Delivery teams, Business Planning, Operational Managers, Journey teams, DSS, Insights, B2B & Technology Internal / External teams.

What do I need in order to deliver in the role?
- You need the willingness to learn, ensuring you have the right attitude to continuously develop.
- You will need to be a good communicator, engaging with both within TalkTalk and External teams.
- You will be someone who sets a good example with a passion to learn and deliver technical changes across IVR and Digital platforms.
- Once you’ve learnt how our technology is stitched together, you will be creative, identifying ideas to help support the build of IVR and digital strategies to benefit our customers.
- You’ll be given the freedom to challenge ways of working and documenting what is needed to grow.
- You’ll use your numerical skills to formulate IVR and Digital improvements communication plans.
- You'll understand how customers use IVR and messaging channels across businesses / industries.

How will I add value in this role?
- You’ll add value by being inquisitive and challenging status quo.
- You will work through challenges giving omni channel (IVR, Telephony and Digital) support to deliver, using clear judgement to advise and contribute to the development of TalkTalk objectives.
- A basic knowledge of operations and an understanding why customers contact TalkTalk.
- Ability to adapt to changing needs within the business.
- Attention to technical detail, quality minded with a flexible and positive approach to tasks.
- Ability to contribute and influence key service delivery issues through exchange, in writing, of wide-ranging information.
- Ability to coordinate groups and support people working together to achieve a common goal.
- Ability to deliver customer focus and improvement throughout the organisation.
- You will have a good understanding of our business and will be up to date with the latest industry sector trends, including our competition.
- Be able to build and maintain relationships of teams, working through risks and be able to identify innovative ways to unblock issues.
- Close working relationship with outsource partners

It would also be useful, but not essential, to have:

- Understanding of Pega
- A basic understanding of IVR and digital technologies
- A basic understanding of operations.

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.