Quality and Customer Experience Manager
£excellent great benefits
Joining (COMPANY NAME) is more than a job, what we do matters. We don't just carry minutes, texts and data - we carry people's lives. And that's a huge responsibility. If you think for a minute about the people you rely on…the likelihood is they rely on us.
Customers are at the heart of everything we do and we want to make a difference to the lives of our customers, and the communities in which we live and work. We support our people to give something back to the causes that mean the most to them through helping them give time and money to the charities they love.
And what's it like to work here? We have created an environment where you can look forward to coming to work and are empowered to be at your best. We offer flexibility in how you work that helps you do your job in a way that suits you, opportunities to help you grow and progress throughout your career, and a choice of benefits to suit your lifestyle
Technology at (COMPANY NAME)
Millions of people interact with (COMPANY NAME) Technology every day without even realising it. Our products deliver many essential services that are critical to the lives of many different people. We connect all sorts of businesses including banks, shops and the media to and critical services, such as the emergency services. Our technology and network is the backbone to everything we deliver and without it we wouldn't have a business. That's why we're investing heavily in it and we need talented people to help us deliver the next wave of innovation.
About the role
The Quality team is responsible for "Delivering the best quality for our fixed and mobile networks, demonstrating success through improving network NPS and reducing network detractors."
The Quality Manager role is key in delivering this objective and supporting Networks in achieving high standards of performance in line with, and beyond contractual Service levels. The individual will ensure performance is understood against the correct measures to drive customer satisfaction. Then identify and drive tactical and strategic improvements to deliver the correct performance improvements to Consumer and Enterprise that are felt positively by the end customers.
Key responsibilities for this role include performance review and analysis, identifying key trends and opportunities to improve performance, and driving agreed cross functional initiatives. Key to this will be influencing stakeholders on the future direction, through building positive working relationships to shape solutions based on the right technology, strategic forward thinking and making best use of available resources and budget.
As a Quality and Customer Experience Manager, your main responsibilities will include:.
To build and run network benchmarking and KPI's against cost, time and quality.
Technical performance engineering - Build a plan working with all stakeholders to drive actions and improvements to be number one Operator in the UK and meet strategic and commercial targets.
Act as Prime for Ofcom to make sure that (COMPANY NAME) voice is heard for major government campaigns.
Managing progress across all plans and stakeholders to deliver the network development and therefore improve Network NPS and reduce churn.
As a Quality and Customer Experience Manager, your skills and qualifications will ideally include:
Radio and/or fixed line technology knowledge (2G/3G/4G/VoLTE)
Highly competent in Microsoft Excel, and PowerPoint
Understand telecoms and regulatory landscape
Project management experience
Experience with network KPIs/counters
Experience working with cross-functional teams
Strong communication and presentation skills, in order to present complex technical information in plain language
Strong presentation and senior stakeholder communication skills will be essential
Experience with performance management tools
Ability to quickly assimilate knowledge from outside own area of expertise - act as the conduit to allow understanding between technology and the business
Project Management experience in Telco/Network environment
We're committed to recruiting the best people, whatever their background. If you have a disability, learning difficulty, medical condition or any other individual need, we'd be happy to talk to you about making reasonable adjustments to our application and selection process that will enable you to be your best