As a Video Experience Manager you will responsible for the implementation, delivery and execution of Video customer and colleague channel capability as well as the continuous channel evaluation, evolution and any required improvements. You will also support the overall multi-channel experience plan and support the Head of Emerging Strategies with other customer adoption plans. You will have responsibility for working across the bank to communicate and increase awareness of channel capability, potential and customer benefits
As a Video Experience Manager, your skills and qualifications will include:
Extensive experience of contact centre operational leadership experience
Extensive experience within a customer service environment, including telephony, digital or multi-channel structured organisations
Experience and knowledge of customer service metrics and scorecards and drivers
Strong customer focused attitude and desire to exceed customer expectations at all times with a high degree of quality consciousness
Experience in managing in a matrix environment and influencing solutions across a complex business/structure
Extensive knowledge of communication centre processes and systems, and their impact on the customer and colleague experience
Previous Video Experience within a call centre operational background.
Customer Focussed with the ability to influence stakeholders and drive understanding within the contact centre of the video channel
Experience in internal and external video communications and implementing digital channels.
Our customers deserve the best. The same goes for our people. That's why at you'll receive a range of benefits including a competitive salary, flexible hours and all the tools, technology and support to help you become the very best you can be.
- Customer Expectations
- Customer Service
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