Customer Excellence Specialist - 12 Month Secondment
HybridGlasgow, Scotland, United Kingdom or Cardiff, Wales, United Kingdom
Job Summary
Drive engagement and adoption of new tools, processes, and products across Sales Operations. Create and deliver plans that land key customer insight and process changes in collaboration with Sales operations. Support frontline coaching, recognition, and learning activities aligned to customer strategy and plan. Deliver feedback loops and hold focus groups to surface customer/advisor experience themes. Champion the use of the conversational behavioural framework across the operational estate ensuring its embedded through everyday activity. Support onboarding plans and capability development for new starters/skill gaps across campaigns in collaboration with Learning and Sales operations. This 12-month secondment sits within the Customer & Colleague Enablement Team, which shapes future-ready experiences for Sky's customers and people.
Required Qualifications
- Strong confident communication, storytelling and engagement skills, with the ability to influence at all levels (Director, HOSO and offshore partners)
- A customer-first mindset with experience using customer insight to drive change and improvements
- Proven track record to embed behaviour change and new ways of working in frontline teams
- Creative and proactive approach to building engagement strategies to ensure a minimum standard – blueprint
- A self-motivated individual who is equally comfortable working by themselves and as part of a team
- Essential Criteria
- Desirable Criteria
- Project management and problem-solving mindset
- Experience working in or closely with contact centre Sales teams
- Prior experience of working in the telecomms industry would also be useful
- 2 days in the office per week
- Appropriate right to work in the UK
- No sponsorship for this position
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.