Telephony Optimisation Manager

JOB TITLE: Telephony Optimisation Manager

SALARY: £59,850 - £66,500

LOCATIONS: Birmingham, Bristol, Edinburgh or Leeds

HOURS: Full-Time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week or 40% of our time, at one of our office sites in Birmingham, Bristol, Edinburgh or Leeds.

About this Opportunity:

This is an exciting time to be part of our telephony strategy in Business & Commercial Banking. We have the opportunity to make a real difference to customer experience through improving our telephony servicing. We are investing in our platforms and colleague-facing systems, and implementing regular continuous improvement initiatives to ensure more customers can be serviced at the first point of contact.

We're looking for someone who can interpret data around call routing, handovers, and service performance, in order to identify and implement new ideas. You'll experiment, tracking and learning as you go, to keep refining the overall customer experience, sharing learnings and experience across a wide range of Telephony teams within BCB COO.

What you'll be doing:

1. Collecting and analysing data to understand the telephony customer experience and colleague challenges.
2. Using this data to find opportunities to improve efficiency, ensuring more of our customers can be serviced at the first point of contact.
3. Bringing to life opportunities using data to influence senior leaders.
4. Leading experiments to test new ways of working, including changes to call routing and customer menus. You'll track the success of these initiatives and suggest improvements.
5. Collaborating with Platform teams on the transformation of our IVR and colleague platform.
6. Supporting others to understand the telephony landscape.

Why Lloyds Banking Group

Like the modern Britain we serve, we're evolving. Investing billions in our people, data and tech to transform the way we meet the ever-changing needs of our 26 million customers. We're growing with purpose. Join us on our journey and you will too

What You'll Need:

1. Experience of large-scale contact centres: Proven experience in managing or working within large-scale contact centres is essential, with knowledge about various strategies and approaches to enhance customer service and operational efficiency.
2. Technical working knowledge of telephony platforms: You should have a solid grasp of the telephony systems used, including their functionalities and limitations. Familiarity with the Interactive Voice Response (IVR) system is crucial.
3. Data analysis skills: You need to be adept at analysing data from multiple sources to generate insights, identify trends, pinpoint areas for improvement and make data-driven decisions to enhance customer satisfaction.
4. Sourcing data through telephony and workforce planning tools: Proficiency in using tools like Connect View to gather and interpret data is important.
5. Storytelling and influencing using data: Strong skills in storytelling and influencing are required, to present data in a compelling way to persuade senior leaders and stakeholders about the benefits of proposed changes.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We're committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.

As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern.

We're proud to be a Disability Confident Leader. If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum criteria for the advertised job role.

We also provide reasonable adjustments throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition or neurodivergent condition. If you'd like an adjustment to the recruitment process just let us know!

We also offer a wide-ranging benefits package, which includes:

1. A generous pension contribution of up to 15%
2. An annual performance-related bonus
3. Share schemes including free shares
4. Benefits you can adapt to your lifestyle, such as discounted shopping.
5. 30 days' holiday, with bank holidays on top
6. A range of wellbeing initiatives and generous parental leave policies

Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more!