Multi Channel Consultant (12 Month Project Role) - Bromley

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.

We are looking for candidates with strong contact centre CRM experience on a big scale, preferably 2000 FTE plus and in particular the multi channel piece including social media.

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.

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 
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

WHERE CAN I FIND OUT MORE?

You can find out more by speaking to our Resourcing Consultant for this vacancy, Sam Swindells

Please also contact us if you consider yourself to have a disability that requires an adjustment to help facilitate your application, interview or the joining process.

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.