Description
Voice Development Manager
By taking on the role of Voice Development Manager you'll play a vital part in our vision: to be the leader in helping customers achieve their long-term financial goals. We need everyone to step up to their full potential at this exciting time for our business. So if you're inspired by the opportunity, and if you have the necessary qualities, then please apply.
By remaining absolutely focused on our customers' world we can help them make sense of the complexity they face and together achieve the best outcomes for them. By living and breathing our six behaviours we'll continue to build trust and become the leader they turn to at a time of change.
The Consumer Distribution organisation is responsible for achieving the delivery of non-advised sales to existing customers. It is also responsible for the development and delivery of a compelling and fair customer contact strategy and customer communication experience and we are looking to grow this team to enable them to further support multiple enhancements to the proposition.
In this role, you will own the development processes that support the Retail Voice (RV) operation, which is made up of team managers and consultants delivering direct to consumer non-advised sales. Directly, and with support of a number of Training & Quality Consultants, you will develop and deliver call frameworks which are designed to enhance the customer experience, meet regulatory requirements and add value to the business. You will support the implementation of new products and propositions in to Retail Voice, ensuring the voice interaction is aligned to maximising our business objectives. You will be responsible for defining and maintaining a skills Matrix, developing and testing training material for quality and effectiveness and where there is sufficient demand, you will design and deliver bespoke training to improve skills, ensuring that follow up activity is undertaken.
To succeed in this role your skills and experience will include:
- Leading a team through significant change and transformation.
- Managing projects and delivering cross-department initiatives.
- Significant leadership and team management experience where you have coached and developed individuals and teams.
- An understanding of the digital customer journey.
- Knowledge of consumer behaviour within financial services, along with evidence of keeping abreast with evolving market conditions.
- Desired but not essential is experience of working in a multi-channel contact centre environment or target driven environment, as is a knowledge of Training & Competence schemes.
People who work at Prudential agree that ours is a great place to work with a brilliant team spirit. It is an innovative, high-performing commercial environment that is totally focused on customers in a fast-changing world. You will join an organisation that is leading the way in helping customers achieve their long-term financial goals.
We welcome applications from individuals with disabilities and will look to make reasonable adjustments or find alternative solutions to accommodate any disabilities wherever possible.
Rate: £400 per day
Start Date: ASAP
Duration: 6-12 Months
Location: Craigforth, Stirling
Closing date: 26 October 2016