Future Trial Team Manager

4 months ago

Salford, United Kingdom TalkTalk Group Full time

The Team manager plays a key role in project managing and supporting the trials operations team. The team manager will add value by playing a pivotal role in the smooth operation of the FTT by providing the team with clear direction and support on a daily basis. You will be accountable to drive performance KPIs, training requirements and process to ensure trials are successful.
The team manager will support Key stake holders around the business including Project and development teams to ensure new products are tested, and new process’ are reviewed, and adapted with the customer in mind, before going to BAU. You will utilise a full robust sign off process, including 5 stages to make sure we are driving that the NPS. 

At the heart of provisioning withing TalkTalk Consumer sits the future 
trials function. The team are key in setting up the overall business for 
commercial success by ensuring the products, services and even contact 
channels are tested and fit for purpose with the customer at the heart of 
everything they do.
The team are the collaborative face of TalkTalk Consumer to many 
external suppliers, including PXC as well as our AltNet FTTP 
providers achieving shared goals and targets

·Drive customer satisfaction and operational metric results on a daily/weekly/monthly basis, identifying opportunities in readiness to move from trial to live

·Accountable for the delivery of key projects and change across; Lead the delivery of improvement plans, ranging from customer experience plans to new journeys, minimising impact to the operational performance

·Strong stakeholder management across all management levels, operating up to and including Head of Dept

·Drive and own escalations and issues to resolution on behalf of our customer base

·Have a good commercial awareness and show understanding of the impact of not getting things right first time every time

·Trend analysis on workflows to identify incidents and operational issues

·Build and maintain effective working relationships where required

·Working closely with project team and partners within the wider business to support trial success

·Good problem solving and ability to interpret data with a good understanding of presenting back the opportunities and any root cause analysis

·Ability to constructively challenge and feedback to your team and other stakeholders

·Good understanding of customer journeys

·Lead a small team in the UK with a emphasis on continuous improvement and operational readiness

·Understanding of requirements entry level of trials, impacts on business, resource and cost

·Supporting the delivery of new change, minimising impact to the operational performance

·Identify and challenge organisational processes that are unnecessarily complicated. Be able to add value and coach the organisation to inspect and adapt processes

·Undertake continuous process improvement service levels, quality, and cost reduction

Must have experience and skills

·The ability and passion to challenge the norm, always putting the customer first

·Experience of people/team management

·Proven experience of stakeholder management

·Excellent Customer Service Skills

·Clear Communication Skills

·Ability to present data utilising a variety of communication methods

·Excellent analytical skills

Be Great to also have

·Provision / Order Management and Assurance experience

·Change Management experience

·Knowledge of TalkTalk and supplier processes and systems

Knowledge of the TalkTalk products and order journey

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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