What do I need in order to deliver in the role?

• You will talk to the right people both within TalkTalk and External teams to help communicate the changes being made and how they impact our customers whilst working with the omni-channel team to track changes.
• You will be a someone who sets a good example to the teams managing change across several projects of work across IVR and Digital platforms whilst getting your creative ideas to help support the build of IVR and digital strategies.
• You’ll be given the freedom to challenge ways of working and documenting what is needed to grow.
• You'll be given the experience with fast paced change using relevant systems to track changes.
• You’ll use your numerical skills to formulate IVR and Digital improvements communication plans.
• You'll have a good understanding how customers use IVR and messaging channels.

How will I add value in this role?

• Experience of talking at management level, being able to write requirements and track progress of team’s actions.
• Building and managing teams, working through challenges giving omni channel (IVR, Telephony and Digital) support to deliver, using clear judgement to advise and contribute to the development of TalkTalk objectives.
• A good knowledge of operations and resource and an ability to maximise Omni Channel specialists by changing current working practices.
• Ability to adapt to changing needs within the business.
• Attention to technical detail, quality minded with a flexible and positive approach to tasks.
• Ability to contribute and influence key service delivery issues through exchange, in writing, of wide-ranging information.
• Ability to coordinate groups and support people working together to achieve a common goal.
• Ability to deliver customer focus and improvement throughout the organisation.
• You will have an excellent overview of our business and will be up to date with the latest industry sector trends, as well as our competition.
• Be able to build and maintain relationships of teams, working through risks and be able to identify innovative ways to unblock issues.
• Close working relationship with outsource partners

It would also be useful, but not essential, to have:

• Understanding of Pega
• Understand current IVR and digital Build
• Good understanding of Service Delivery.
• Change Management experience.

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.