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Our purpose is to empower people to save and invest with confidence. We are looking for great people to join us, so please come and invest in YOUR future at HL.
About the role
Our Omni Channel team is growing! We are looking for an IVR Manager to joining our Service Planning & Performance team. This is a new position, providing an excellent opportunity to shape and lead our Client Contact Services Performance function. HL is going through a transformation- incorporating new technologies into our contact centre so you will be at the forefront of designing our operational structure, whilst balancing efficient outcomes for our clients.
As IVR Manager you will be accountable for developing a best in class IVR Roadmap for our Helpdesk and Operations teams involving IVR Strategy, IVR guided speech, IVR Self-help, Contact routing, Queue set up and other contact services technology within Omni channel. The role is critical in ensuring that our Helpdesk Teams & Operation teams are ready to meet business objectives and that brand-based decisions are achieved, optimising the client, colleague, and commercial outcomes. As a result, a wide range of KPIs must be considered and balanced during decision making. The role reports to the Head of Service Performance & Planning and manages a team of 1-3 service performance specialists.
What you'll be doing
Lead a team of service performance specialists using the objective setting to maximise the development of the teams and outputs of the team as a wholeProvide solutions to complex business problems and be a thought leader in contact services in partnership with senior stakeholdersEnsuring there is a deep understanding of IVR functionality with AWS Connect and how it relates to all aspects of the HL businessOversees activities that ensure that our clients connect with the best available resource for their query to contact whether it is self-care systems like IVR, app or human assistance over the phone, social media, web chat or email.Analyse data to measure the success of routing strategies and IVR customer journeys and identify anomalies through data to drive changeImprove IVR containment and deflection rates to exceed industry standards while enhancing client experiencePartner with Helpdesk Operations team and recommend solutions that deliver best in class contact transfer ratesOwn the routing priorities, queue set up and messaging to clients. About you
Leadership experience within contact centresExceptional SME experience with Telephony (Inbound/Outbound) & Messaging (Chat/Email) platformsExperience of working within and navigating around a complex organization, ideally using an Omni Channel strategyAccomplished at forging effective relationships at all levels, skilled at influencing, negotiating and managing challenging conversations with easeSolution focused mindset - with the ability to use own experience to develop innovative solutions and resolve complex issuesRegularly looking to continually improve your own, and the wider team's performance, actively promoting change and continuous improvement Interview process
This will be a two-stage interview process. The interviews will consist of competency and behavioural based questions and a presentation.
Working Schedule
We are looking for a Legal Counsel to join our team, based in Bristol head office, BS1 5HL. This role is permanent, full time, 37.5 hours per week, Monday to Friday. We offer a hybrid flexible working pattern to enable you the option of working from home and coming into the office.
Why us?
Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.
To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.
What's on offer?
Discretionary annual bonus & annual pay review25 days holiday plus bank holidays and 1-day additional Christmas closure timeOption to purchase an additional 5 days holiday per yearFlexible working options available, including hybrid workingPension scheme up to 11% employer contributionSharesave scheme - have a real stake in HL's futureIncome Protection & Life insurance (4 x salary core level of cover)Health care cash plans - including optical, dental, and out patientcare and an Employee Assistance ProgrammeGympass - gym memberships and wellbeing apps availableVariety of travel to work schemes with free bike storage and shower facilitiesAn inhouse barista serving subsidised coffee and snacksJoin HL's sports, I&D networks and volunteering groups (two paid volunteering days per year)LifeWorks Discounts on services, restaurants and retailers Depending on role level up to 30 days depending on role level & increasing with length of service
We know that sometimes people can be put off applying for a job if they don't tick every box. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. We'd love to hear from you!
Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.
This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.
Please note, we are unable to provide employment sponsorship to candidates.