Description
Content Manager & Cloud Contact Specialist
This role will be Remote based.
Duration 2 - 3 months
The pay rate on offer is between £250 - £300 Per Day.
Key accountabilities include:
- Driving usage of online channels over other more expensive traditional channels eg HRSD
- Working with others to define, develop and implement online programmes and developments to drive cost reduction and an increase in customer satisfaction, ensuring the programmes are delivered in a quality way and on time
- Managing a virtual team, as required, to deliver online developments
- Briefing and/or managing online development projects, as required, with external online agencies or with internal teams in the order of £10k to £200k per project
- Liaising with technology teams and agencies to find solutions to deliver new online experiences and features
- Managing the design, development and implementation of online activity within HR in support of the overall HR strategy, plans and objectives
- The role holder may be involved in technology developments, managing projects or business cases
- Management of content/global sites distributed evenly throughout the team
- Drive improvements for global sites to increase awareness and usage of HR Home
- Provide user support to Cloud Contact to enable teams to perform their day-to-day activities
- Develop Cloud Contact as business needs change
- Introduce new functionality where users see an increase in efficiency
The skills & experience you need
- Experience of business improvement
- Strong understanding of key online principles eg customer journeys, customer drop-out rates, propensity to contact, customer satisfaction, metrics analysis
- Analytical skills
- Experience of writing content on high traffic Internet/Intranet sites and of publishing via Content Management Systems, (SharePoint experience preferential)
- Experience of working with and interpreting online analytics, using trended results to improve the user experience
- Experience managing the user experience of high traffic Internet or Intranet sites
- Self-starter able to work in a fast paced environment
- Experience of working in a customer service environment
- Excellent senior stakeholder management, able to influence positively across all key stakeholders and achieve business impact
- Excellent knowledge of wider HR practices (preferred)
- Experience as a people manager, ability to manage individuals and delegate work as appropriate (virtual or direct)
Skills and behaviours
- Good commercial/business acumen
- Comfortable working in a distributed team across different levels (up to a band 3)
- Excellent analytical and presentations skills
- Excellent grammatical and editorial skills
- Excellent communication skills
- Demonstrated commitment to learning through continuous educational development
Technical skills
- Customer centric
- Performance measurement/monitoring
- Quality assurance
Education
- Typically educated to degree level or minimum 5 years' experience working in related environments
- Six Sigma or Lean experience an advantage