About

• Working Hours: Full time 37.5 hours per week - Shifts between 7am - 8pm Monday to Sunday A Channel Support Specialist will act as the main representative and activity coordinator for Consumer Operations and other supported channels during technology incidents. You will support the channel proactively or reactively to ensure that the technical teams make the right decisions and take appropriate actions for the channel, frontline, and customers. You will feed back incidents/escalations, analysis of key trends and issues to ensure continual service improvement across all channels You will monitor our technology & campaigns from the Operations centre in Stoke You will raise issues & incidents proactively if required or analysing underlying operational impacts that are affecting Consumer Operations and supported areas Ensuring that these are managed through to resolution You will be an escalation point for frontline teams and senior stakeholders when normal processes have not been successful You will have the ability to communicate with senior managers and stakeholders You will have Front-line or back office or support function experience within an established call centre environment or customer facing channel You will be able to demonstrate the ability to work under high pressure and to tight timescales You will have in depth knowledge of the information systems used within our Front-line environments - including the ability to monitor performance and manage outages You will have the ability to define problems, collate data, establish facts and draw valid conclusions and seek resolution