Customer Operations Specialist - Hays Specialist Recruitment Limited : Job Details

Customer Operations Specialist Overview:In this role you will be responsible for supporting the customer contact centre across a range of platforms, managing contact centre escalations and complaints alongside driving process innovation, targeting employee development through KPI/OPI analysis, side-by-side coaching and deep dive sessions.Operational DutiesYou are a key subject-matter expert within Customer Operations and assist with all operational duties within the contact centre, including inbound calls. You'll actively take part in creating a customer-centric culture and future-proof the team to serve customer needs.Responsibilities:

• Customer Escalation - You will act as a point of escalation to support the customer's demands and needs. You will be responsible for delivering fair, consistent and prompt investigations of written and verbal complaints in accordance with company guidance and case handling rules with the best customer outcome in mind.
• Quality Assurance - To manage our Quality Assurance stakeholders to ensure clear and transparent processes and end-to-end reporting, to include management escalation and agent route cause analysis. You will also sign post-training needs and carry out spot checks in line with our Quality Assurance Framework.
• Coaching & Development - Identify and drive process efficiencies within Customer Operations to assist the contact centre in delivering a customer 1st experience and KPI/ OPI achievement.
• You will be able to provide bite-size and refresher training sessions for all advisors to broaden their expertise and continually to develop their skills and will be responsible for supporting a great place to work philosophy through motivational interactions and incentives, ultimately supporting attrition within the area.

What You'll Need to Succeed:Previous experience in a similar role within an office-based environment as a Customer Service Team Leader / Supervisor Organised and self-motivated with excellent attention to detailAbsolute sense of ownership, expediency, tenacity and resilienceExcellent communication skills, both oral and writtenGood problem-solving skillsConfidence in dealing with customers over the telephoneAble to deliver difficult messages to customers confidently but with professionalism and empathyWhat You'll Receive in Return:This is a fully office-based role initially for 12 months.Start Date 29th September 2025- No holiday for first 6 weeks of training Monday to Friday 37.5 hours per week 09:00-17:00 with a 30-min lunch and a 15-min break.£14.31 per hour basic rate Modern Facilities: The recently refurbished headquarters in Tongwell, Milton Keynes, offers amenities such as an onsite café, hot desks, and free parking.Technology: Contingent workers receive their own laptop.Silent Room: A dedicated space in the Tongwell office for prayer or reflection.

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