Customer Operations Specialist

JR United Kingdom; Northampton; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading client in Milton Keynes is seeking a Customer Operations Specialist for a 12-month temporary contract. In this role, you'll be integral in managing customer support and operations within the contact centre, focusing on employee development and quality assurance. Ideal candidates will have a strong background in customer service and be ready to contribute to operational efficiencies. This role necessitates commitment, as holidays during the initial 6-week training cannot be accommodated.

Qualifications

• Experience in a fast-paced, customer-centric environment.
• Ability to manage various priorities like KPIs and complaints.
• Strong product knowledge for effective issue resolution.

Responsibilities

• Manage escalations and complaints within the contact centre.
• Support customer needs and contribute to a customer-centric culture.
• Provide training and coaching to team members.

Skills

Leadership skills

Attention to detail

Customer focus

Complaint resolution

Job description

Customer Operations Specialist

12-month temporary contract

£14.31 per hour

Hours of work: Monday – Friday 08.30 – 17.00

Start Date – 16th June

We are recruiting for a Customer Operations Specialist to work for our innovative and global client based in Milton Keynes.

Due to a 6-week training period, candidates who have any holidays booked in the next 6 weeks cannot be considered.

Job purpose: Customer Operations Specialist

In this role, you will be responsible for supporting the customer contact centre across various platforms, managing escalations and complaints, and driving process innovation. You will also focus on employee development through KPI/OPI analysis, coaching, and deep dive sessions.

Responsibilities

Operational Duties

• Act as a key subject matter expert within Customer Operations, assisting in all operational duties within the contact centre, including inbound calls.
• Contribute to creating a customer-centric culture and future-proof the team to meet customer needs.
• Support customer demands and needs as a point of escalation.
• Handle investigations of written and verbal complaints fairly, consistently, and promptly, aiming for the best customer outcome.

Quality Assurance

• Manage Quality Assurance stakeholders to ensure clear processes and end-to-end reporting, including management escalation and agent root cause analysis.
• Identify training needs and conduct spot checks according to the Quality Assurance Framework.

Coaching & Development

• Identify and implement process efficiencies to help the contact centre deliver a first-class customer experience and meet KPIs/OPIs.
• Provide bite-sized and refresher training sessions to advisors to enhance their skills.
• Support a positive work environment through motivational interactions and incentives, helping to reduce attrition.

Skills / Experience

• Experience in a fast-paced, customer-centric, and dynamic environment within a contact centre.
• Confidence in working in such environments, demonstrating professionalism and accuracy.
• Leadership skills with attention to detail, able to manage priorities like planning, KPIs, costs, service levels, complaints, engagement, training, and conversion.
• Strong product knowledge to stay customer-focused and resolve issues effectively.
• Ability to pass and maintain relevant accreditation/compliance standards such as FCA, DPA, Money Laundering, SAF, ECCD, Code of Conduct, Anti-bribery, and corruption.