Senior Customer Interaction Manager

DESCRIPTION

Senior Customer Interaction Manager| iD Mobile

Currys London Campus at Waterloo (LHO004)

Permanent

Full Time

Grade 5

As the Senior Customer Interaction Manager, you will create and deliver a contact centre strategy which is aligned to the wider iD business strategy. You will be responsible for managing operational relationships to deliver an exceptional customer experience in all our customer contact channels.

You will work with our partner manager and contact centre partner operations to set and achieve customer and commercial KPIs for customer service, social, complaints and sales and retentions channels. Your team will monitor the efficiency of the complaints management journey and minimise escalation to Ombudsman Services and Ofcom.

We're iD Mobile, one of the UK's leading mobile virtual network operators. We launched in May 2015 and have over 1.6 million Pay Monthly customers. We're pretty sure our success has a lot to do with our widerange of feature-packed plans. We offer everything from super-value Pay-as-you-go and SIM-only deals, right up to the latest smartphones from the big-name manufacturers. We're delightedabout our success so far and have very ambitious plans for the future.

As part of this role, you'll be responsible for:

• Creating and implementing the customer interaction channel strategy that achieves high levels of first-time resolution and satisfaction
• Owning the relationship with retained teams, customer contact partners and partner management
• Working with the Commercial, Retention, Trading, Marketing and CRM teams to align your approach to delivering upon commercial targets
• Full year and on-going rolling resource and budget plans. Working with the Currys and vendor planning teams, providing input and sign off for contact centre forecasting
• Improving complaints management, maintaining regulatory compliance and minimising our exposure to Ombudsman and Ofcom complaints
• Managing a team to provide insight and identify opportunities to improve processes, policies and training, driving first contact resolution and high-quality interactions
• Working with the customer experience team to help identify, plan and implement customer communications strategies, fixing customer pain points and improving customer journeys

You will need:

• Customer Service and regulatory complaints management experience
• Experience creating and delivering upon strategic plans.
• Good understanding of contact centre operations and respective sales and service KPIs.
• MVNO experience preferrable.
• Experience of managing outsourced partners.
• Experience in team management including developing colleagues.
• Well versed in communicating and influencing to senior leadership level.
• Strong relationship management and interpersonal skills.

Beyond that, we'll be with you every step of the way, enabling you to get the most out of your role, grow your skills your way, and see your career develop in the way you want. Be part of our talented iD Mobile team and unbox your passion at the UK's best-known retailer in tech.
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