Multi Channel Consultant

A fantastic project opportunity has arisen for a Multi Channel Consultant.

You will evolve and refine our multi channel contact centre capability, ensuring we stay ahead of the competition in the pursuit of customer excellence. Steering Direct Line Group towards a proactive not reactive contact model.

You will embrace the technology of the future and unlock the benefits to support a seamless cross channel customer experience through every customer conversation.

WHAT BEING A MULTI CHANNEL INVOLVES:

- Develop our multi channel capability used to drive proactive rather than reactive customer contact
- Provides the capability for agents to interact with customers via phone, email, web chat, social media, mail and SMS through a common agent Front End
- Enables the capability to route different channel contacts to the most appropriately skilled agent based on the need and value of the customer
- Develops a single customer Identification & Verification capability across all channels
- Provides the capability to track and analyse Customer contact by channel so that we understand customer behaviours and can identify opportunities
- Develop the capability for agents to look up product information, FAQ's etc. to answer customer queries
- To offer customers the channel of choice but also to drive them to lower cost channels such as web self serve
- Utilises multi channel capabilities to drive simpler customer interactions down other channels, using the telephone channel for the more complex customer queries/customer support
- Develop an email capability standardised across all brands and with appropriate SLA's
- Develop our ability to blend media types to drive efficiencies
- Embrace the technology of the future and unlock the benefits to support a seamless cross channel customer experience
- Evolve the channel mix, educating customers on all available channels, enabling 24x7 365 always accessible for customers
- Constantly seeking new and improved ways for customers to interact with us
- Enables customers to have simple and effective interactions, minimising customer effort
- Leveraging technology capabilities to enable universal queuing of media types based on business rules and service level objectives

KEY COMPETENCIES - BUSINESS/TECHNICAL:

- Ability to shape and influence a multi channel strategy
- In-depth understanding of what good looks like in a multi channel contact centre
- A broad understanding of multi contact centre technology and how this can be leveraged to the maximum
- Real-world experience - credibility at a senior level.

SELECTION PROCESS

Our application process has been designed to make joining us as smooth a transition as possible, it not only provides us with the information we need to decide whether you're the right person for the job, but also to make sure we're right for you.

YOUR ONLINE APPLICATION

No matter which job you're applying for, completing our online application form is the first thing you need to do. It takes about 10 minutes to complete by uploading your CV and telling us a bit about you. Take a look at our tips on writing a great CV and before you apply pages to find out what information you'll need to hand.

CAREER BENEFITS AND REWARDS

It all starts with a competitive salary, benchmarked against our competitors, which will grow as you do. We've made sure your annual holiday entitlement is attractive too - and what's more, we let you choose the rewards that suit your lifestyle. That kind of flexibility is a key feature of our benefits package.

And there's plenty to choose from, including:

- Pension funding of 9% of your base salary - you can choose to contribute less or more than this
- Income protection
- Life assurance
- Private medical cover (anyone can choose this through our flexible benefits scheme, and managers receive this as standard)
- Direct Line Group employees can apply for 50% off Direct Line and Churchill home, motor and pet insurance policies
- We also provide free Direct Line travel insurance and Green Flag breakdown cover to our people

WHO WE ARE

Direct Line Group is a new organisation, with a clear vision: to be Britain's best retail general insurer. We have market leading positions in the UK in personal lines motor and home insurance. We're home to some of the nation's best-loved brands, including Direct Line, Churchill, Privilege, Green Flag, TRACKER and NIG.