The Role

 

The Customer Contact Experience (CCX) Technology Team develops and manages solutions to deliver best in class customer service to our UK and International customers as well as branded customer services for all our Total Platform partners. This industry leading  customer service is delivered by phone, chat, emails and social media by teams based in Leicester, Doncaster, Poznan and Pune. 

 

Working in CCX  is fast paced, demanding and exciting all at the same time, with no two days alike and you will have the opportunity to work very collaboratively with the business and other tech teams to see the results of the systems you develop in action. 

We have recently completed our modernisation programme and are on the cusp of our AI journey creating better applications to improve the experience for the contact centre advisors which will in turn improve the customer service experience for our customers..

 

What You'll Take On:

You will manage a portfolio of application development projects from start to finish within agreed budget and timings. You will also be responsible for managing a development team to ensure the most efficient resources are used and that business interests are managed and satisfied.  
 

You will oversee all aspects of project delivery in a highly collaborative and agile framework, providing on-going communication to ensure that progress is transparent and aligned to the quality and standards expected by the business, user and IT governance.  This role demands strong leadership skills and technical ability aligned with excellent management and communication. 

You will lead, coach and develop a team of Developers to consistently deliver the highest standards of service required by the business.  

You’ll oversee accounting, estimating and billing for all project resources used and will provide timely and effective communication on progress or issues. You’ll agree to appropriate design standards, methods and tools and ensure they are applied whilst actively managing all risks, issues and key decisions within the projects. 

What You'll Bring:
 

Proven track record in a Technical environment.Extensive experience of managing complex projects and portfolios.Strong senior stakeholder management skills.Strong leadership skills, with previous team management experience.The ability to plan and prioritise workload in a demanding environment.Excellent communication skills.Agile mindset with a solid understanding of Agile methodologies

 

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