Service Support Manager
At TalkTalk we are all about providing simple, affordable, reliable and fair connectivity for everyone delivered through great customer experiences.
About the role:
You will join the Service team playing a key role in defining, shaping and supporting the execution of change and improvement programmes within our offshore operational teams inline with budget and service KPI’s representing the account managers as the key project lead for large scale operational change.
The ideal candidate will have offshore partner management experience, ideally from a customer focused background within telecoms, strong stakeholder management at a senior level and strong continuous improvement experience.
Adding value in this role:
- Representing the operational teams in large scale projects to land improved CEX
- Continual improvement of operational areas & customer experience through programme improvements and recommended operational change
- Help land an optimised operational structure across the departments
- Co-ordinate internal/offshore project teams in the delivery of programme change
- Work closely with offshore partners to execute change and drive continuous improvement
- Represent operations in various meetings/forums
- Represent/present is senior stakeholder steer-co meetings as and when required
- Be the voice of the customer and our operations internally for projects working closely with the account managers on any impacting change
- Deputise for the Head of or account managers during any absence
What do I need in order to deliver this role?
- Relevant Partner Engagement Experience
- Proven Performance Improvement Experience – through strong managing, motivating and coaching skills
- Customer focused Proven experience of working on large scale projects/change
- Strong analytical and presentation skills
- Able to drive reductions in contact volumes and growth in service KPI’s through change
- Knowledge of telecoms governance and compliance
- Strong stakeholder Management Experience
Be great to also have:
- Strong Technical Experience
- Demonstrable relevant job experience
- Strong Customer
- Service Operational Experience