Skip to main contentTelephony Assurance Manager
National Savings and Investments
Apply before 11:55 pm on Wednesday 27th September 2023
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About the job
Job summary
Primary responsibility for telephony service development, assurance and delivery within NS&I, working with the Service Provider(s) to achieve effective delivery and change. Act as the primary interface and NS&I lead representative in relation to telephony channel issues, modernisation, transformation and associated projects.
Assure NS&I on all aspects of telephone channel delivery, including the smooth and efficient day-to-day running of the telephone channel. Ensure there are sales, service and retention skills within a multi-site, multi-skilled telephone channel, whilst helping to improve strong relationships with our customers, adopting a sales through service ethos.
During transformation they will work with Service Provider(s) to implement the switch to NS&I direct channels and digital delivery and support NS&I in its objective of delivering a low cost operation whilst facilitating the improvement of high customer service standards.
Job description
- Responsible for all aspects of telephone channel delivery including availability, capacity, meeting agreed standards of service, flexibility, resilience and matching capability to NS&I’s desired customer service / experience for both Retail and B2B operations.
- Promote and develop working relationships with our partners and site colleagues together with the wider Contact Centre industry, to enhance brand reputation and maximise external benchmarking opportunities.
- Improve the perception of the telephone channel gaining public recognition, advocacy and awards and maintaining strong relationships with the Customer Contact Association, ensuring that Global Standards Accreditation is achieved.
- Act as the primary interface between NS&I, Service Provider(s) and other delivery managers escalating issues to the Head of Digital Operations Assurance. Provide input and expertise to ensure prompt resolution or timely escalation of customer impacting incidents.
- To provide support and advice to line management, the Director, ExCo and the NS&I senior leadership team in terms of operational capacity and capability for the telephone channel.
- Co-Chair Direct Channels Business Reviews with the Internet Assurance Manager.
- Lead or assist (as appropriate) on the resolution of any complaints or incidents relating to the telephone channel. Deal with escalated issues and complaints where necessary.
- Lead as Information Asset Owner for all digital channels including Telephone, Internet, E-mail, Web Chat and Social Media.
- To work with colleagues in NS&I in establishing an effective telephone channel governance and reporting structure. Ensure governance and delivery requirements so that Retail and B2B can fulfil their objectives.
- Identify process improvement areas and channel integration improvements. Provide advice to enhance the customer journey experience.
- Responsible for call and volume forecasting, working with the Service Provider(s) Operational Bridge team(s).
- Responsible for the oversight of all issues relating to the telephone channel and to any elements relating to Service Provider(s) service delivery and performance improvement in telephony.
- Oversee regular reviews of channel performance and targets. Develop channel performance dashboard and produce monthly report to line manager with scorecard relating to telephone channel metrics. Ensuring delivery of telephone channel PI’s and KPI’s, to manage and improve telephone channel performance.
- Facilitate resolution of delivery issues between NS&I directorates and Service Provider(s) and define remedial action where operational targets in relation to the telephone channel are not delivered.
- Co-ordinate Call Guides and issue Lines to Take, working with NS&I and Service Provider(s), delivering clear, coherent guidance and messages.
- Work with NS&I and Service Provider(s) colleagues to ensure consistent compliance practices across the telephone channel.
- Co-ordinate the management of the relationship with the Contact Centre teams and act as a single point of contact for Contact Centre related issues.
- Prepare and present business cases for development and improvement opportunities to line manager, the Director and business unit interfaces. Lead as Business Manager (or work as part of a project team as appropriate) on development projects in support of improved telephone channel delivery.
- Manage cost centre budget estimates and performance and has delegated limits for external invoices for payment.
- Provide input to change requirements. Originate and approve financial promotions relating to the telephone channel.
- The post holder will be required to undertake the role with the time split between NS&I London office and the site based Contact Centres appropriately.
- Undertaking oversight activity in a multi-supplier environment across all relevant channels and products in line with business needs
Person specification
Essential qualifications
- Graduate or five years relevant experience managing and / or leading Contact Centre operations, preferably within the financial services market or comparable regulated industries.
Essential expenience and technical skills
- Track record of operational Contact Centre delivery, with focus on quality, achieving targets, KPI’s and building strong cross business relationships.
- Experience of delivery of large scale customer facing operational services within the financial sector is essential.
- Experience of providing expertise and assurance to enable the successful delivery of change and improvement projects in a Contact Centre/Operational environment.
- The individual should possess strong self-management and planning skills to maintain control of progress and achievement.
- Excellent communicator, with effective negotiation skills and the ability to worki on their own initiative.
- Experience of chairing meetings, presenting and producing concise business reports.
- Demonstrable strong influential relationship management skills with stakeholders, senior management, colleagues and external service providers.
- Good experience in managing stakeholder environment.
- The post holder will be required to undertake the role with the time split between London Head Office and the site based Contact Centres appropriately.
Desirable Qualification
- ITIL V3 Expert / ITIL 4
- SIAM Certification
Desirable knowledge, experience and skills
- ITIL Framework
- Experience of working in an outsourced relationship managing service delivery
Behaviours
We'll assess you against these behaviours during the selection process:
- Changing and Improving
- Working Together
- Managing a Quality Service
- Delivering at Pace
Benefits
NS&I is one of the largest savings organisations in the UK with 25 million customers and more than £207 billion invested. We are both a government department and an Executive Agency of the Chancellor of the Exchequer. Our origins can be traced back over 150 years to 1861.
A small company with a big reach we offer a range of benefits to include flexible working, great opportunities for development and a generous pension scheme. We care for colleagues, respect one another, invest in our people and manage talent effectively.
Some benefits of working at NS&I include:
- Learning and development tailored to your role
- An environment with flexible hybrid working options
- 9 day fortnight scheme
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
- Generous annual leave – starting at 25 days, increasing to 30 days
- Performance related variable pay bonus
- Enhanced Maternity, paternity, adoption and shared parental leave.
Things you need to know
Selection process details
To apply please click the link on this advert and follow the steps to complete the application form.
We will sift applications based on your statement of suitability for the criteria stated below, up to 1000 words, on how you meet the essential qualifications, skills and criteria for the role.;
- Graduate or five years relevant experience managing and / or leading Contact Centre operations, preferably within the financial services market or comparable regulated industries.
- Track record of operational Contact Centre delivery, with focus on quality, achieving targets, KPI’s and building strong cross business relationships.
- Experience of delivery of large scale customer facing operational services within the financial sector is essential.
- Experience of providing expertise and assurance to enable the successful delivery of change and improvement projects in a Contact Centre/Operational environment.
- Demonstrable strong influential relationship management skills with stakeholders, senior management, colleagues and external service providers.
In the event of a large number of applicants, applications will be sifted on the following lead key criteria only;
- Graduate or five years relevant experience managing and / or leading Contact Centre operations, preferably within the financial services market or comparable regulated industries.
Please note there is no expectation for you to meet the maximum word count provided for the statement. Feel free to use as many words as you need within the limit to demonstrate your experience in a concise and clear manner.
If shortlisted you will be invited to attend a 1 hour panel interview via video call.
Interviews will take place w/c 9th October 2023
Note we are unable to accept CVs.
This role is subject to Baseline Personnel Security Standard and financial credit checks.
Reserve List
A reserve list may be held for a period of 12 months from which further appointments can be made.
As this role may require travel to other sites, please be aware if you travel to a second location on average 4 days a month, you may be liable for P11D taxation. If you have any queries concerning this please contact the NS&I HR Team.
Further information
Please visit our website http://nsandi-corporate.com/about-nsi for further details about NS&I.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Apply and further information
Contact point for applicants
Job contact :
- Name : jobs@nsandi.com
- Email : jobs@nsandi.com
Recruitment team
- Email : jobs@nsandi.com
Further information
