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Project Manager - Customer Services

Posted 12 December 2019 by Vision Express
Competitive salary
Ruddington , Nottinghamshire
Permanent, full-time
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At Vision Express we’re passionate about what we do and customer satisfaction is at the top of our agenda. From our stores to our support centre....everyone has a key part to play. Based in Ruddington, Nottingham we're looking for a talented Project Manager to manage and deliver the the contact centre optimisation programme for the Customer Services team to create a culture, systems and process for customer engagement and maximise contact centre efficiency. You’ll lead the implementation of the customer service team system tools to enable efficient and effective customer interactions.

Key Responsibilities include:

• To manage and implement any updates and issues to the Contact centre systems in conjunction with IT team

• Develop the customer journey maps, developing tools for all customer service team interactions and journeys

• Project manage the implementation of the call centre optimisation plan

• Work with the Customer Service Team Manager to deliver training programme and tools for the implementation of new customer service tools

• To create best practice tools and responses to customer queries to aid speed and quality of response

• Build knowledge bank tools for the customer service team to help improve the quality and speed of customers response

• General project management support and coordination for the Customer Services Manager

To be successful in the role you’ll need:
• Excellent written and verbal communication skills
• Strong cross functional working skills with the ability to build good working relationships
• Customer focused thriving on change and challenge
• Previous project management experience within a retail/contact centre environment
• Good knowledge of techniques for planning, monitoring and controlling programmes
• Analytical, process driven approach to problem solving/process improve
• Ability to work in a dynamic, fast paced environment with tight deadlines
• Prince 2 / AGILE Qualifications are desirable

Required skills

  • Communication Skills
  • Customer Service
  • Project Management
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Reference: 39553975

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