This role plays an important part within the Service Management Centre in the implementation of FTTP Training and providing a continued training review and support plan as part of the SMC Accreditation, in addition to   improving customer experience, NPS, reduction of complaints as well as driving operational efficiency through process improvement.  The role will provide valuable analysis on the training and support required through data gathering, Quality Monitoring and root cause analysis to ensure our Service Management Centre are trained and mentored to the highest standard and are all working optimally to delight our customers at the best possible cost.

By working closely with both agents and Team managers, you will be required to review, plan, and deliver both initial FTTP training and ongoing reviews to ensure all agents are fully trained and achieve the SMC accreditation standard.

This role is to identify and deliver training, ongoing coaching and process improvements across TalkTalk Repair, Escalation and Engineering Journey.

In addition, daily review of SMC Case volumes, ensuring incidents are identified and flagged to the relevant teams, Cases are allocated to ensure we remain within SLA, and faults progress in a timely manner to keep inbound calls to a minimum.

A proactive approach is required for this demanding role in our fast-paced environment, where engagement in all tasks delegated to you will be required, in return we will help you to learn and gain beneficial experience about our business which will enable you to develop further.

How will I add value in this role?

To succeed in this role, you will be responsible for in initiating, completing, implementing, or supporting improvement initiatives across our Repair and Engineering processes. The continuous improvement culture is pivotal in providing a best-in-class service to our customers. You will need to be enthusiastic about working to a data-driven approach to assist in decision making and able to communicate effectively to stakeholders at different levels.

• Relentless passion for customer service, always putting the customer first.
• Ongoing analysis of training and process improvement, highlighting any immediate areas of improvement.
• Undertake continuous process improvement to increase NPS, service levels, quality, and drive cost efficiencies across the service assurance function.
• Be an excellent team player working closely with the rest of the team and ordering functions to deliver our goals.
• Relentless passion for customer service, always putting the customer first.
• Analysis on process adherence
• Able to prioritise and oversee the completion of multiple tasks
• Able to manage projects through effective collaboration with colleagues & external suppliers
• Excellent problem-solving skills with a willingness to learn & challenge the norm
• Well-developed organisational and time management skills
• Feed into Quality Improvement Plans, that ultimately improves the customer experience and reduces the cost of failure.

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.