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Location:

Onsite Derby, England. Travel to other sites, both Firstsource and Sky sites, may be required at various times throughout the month/quarter so applicants should be prepared to travel, this could include stay over at sites as well. Potential for Hybrid working to be supported but expectation to be on site at least 3 days a week to start.

Contract: Sky Protect Home Insurance

Hours: Core working hours between Monday to Friday (40 hours per week), however candidate should be aware that if the business requires working hours could include weekends to support key project delivery.

Role Title: Sky Protect Customer Experience Consultant

Job Purpose:

The Sky Protect Insurance Ops team is looking for an experienced consultant to play a pivotal role in helping to drive our long-term Customer improvement plan. This role will be a key link between Firstsource and Sky Protect Ops team, relaying information between the two parties and using your analysis/insights/trends to offer improvements to our customers experience. Any improvements would be closely managed by you working closely with Sky Protect and FirstSource teams to implement changes on site.

Key Accountabilities:

• Develop strong relationships and communicate effectively with key stakeholders withing Sky Protect & FirstSource.
• Support Operational improvement by gathering and delivering pro-active insight, deep dive analysis and weekly reporting
• Identifying trends, themes and continuously offering ways to improve processes and ways of working
• Support the implementation of QA framework and scorecard assessment with the QA team
• Support our scripting programme to identify and generate improvements to agent scripting
• Support our refresh of agent based training now we have launched
• Support the rollout and changes to on-site team structures and making sure small change are correctly briefed and cascaded across all agents.
• Be at the forefront of business changes, updates and high impacting actions
• Use insight and analysis to identify risks & opportunities, developing plans & time maps

THE PERSON

Qualifications/skills:

• Strong presentation skills
• Excellent verbal and written communication skills
• Worked in an Ops Excellence function or understands how to implement meaningful change into an operation
• In-depth knowledge of Excel, including look-up tables, pivot tables and slicers
• Can interpret complex raw data and create high level Management Information

Previous experience:

• Experience in insurance or smart tech industry a bonus but not essential
• Preferably experienced in similar role.
• Able to drive multiple projects simultaneously.
• Extensive best practice customer service/contact centre experience and delivering high quality results.
• Experience of working closely with outsource partners/clients.

Personal Qualities:

• Must have a passion for Customer Experience
• Must be creative and engaging
• Great at storytelling to bring insight to life
• Understanding of contact centre KPIs and ways of working
• Excellent communication skills both written and verbal and have experience of influencing and collaborating with key stakeholders within the business
• Able to keep up with advances in customer experience and possess a hunger and desire to want to know more

Whilst this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.

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