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Job Details
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| Live Service Lead |
| bs/b20489fe/00059330 |
| RBS |
| Retail Banking |
| Negotiable |
| Edinburgh |
Scotland
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| Permanent |
| 03/02/2012 20:54:00 |
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| Job Description |
Our vision is to become Britain's most helpful and sustainable bank- Our people are key in helping us achieve this, which is why we want to recruit the very best people with the right skills, experience and behaviours- The Live Service Team has a fanatical focus on customer service and is responsible for ensuring our Digital estate is always available for customers to do business with us and supports our Sales and Service objectives- We do this through; - Identifying barriers to adoption and usage of our services through customer experience analysis and eradicating through service improvement initiatives-
- Forecasting customer demand, using customer behaviour analysis and statistical data, to ensure services are scaled to accommodate site visits and interactions-
- Working in partnership with Business and Technical colleagues to ensure change to services is introduced diligently
Job Description
The Live Service Lead will be responsible for integrity of all services across the Digital estate to ensure they remain available, trouble free and easy to use- This role is critical in identifying customer struggle within services and lead service improvement plans to contribute to uplift in Customer Satisfaction objectives-
They will: - Identify barriers to customer engagement in Sales and Service
- Identify patterns, establish root cause and eradicate barriers to engagement by leading service improvement activity
- Take ownership for the production of accurate customer demand forecasting & volume projections and ensure the services are scaled accordingly
- Own the due diligence process for change introduced to the services to ensure their security, data integrity and system performance is maintained
- Live Helpful Banking behaviours as a member of the 'Frontline' digital experience team
Responsibilities
- Create and deliver service improvement plans across Digital to increase satisfaction results and achieve commercial and strategic objective
- Understanding of complaints and satisfaction initiatives at a Retail level and an understanding of correlation with Digital
- Work closely with Journey Managers to provide valuable insight into customer needs identified through feedback mechanisms to drive journey improvement
- Building key stakeholders relationships at a senior level across the business to drive greater engagement and interaction with digital
- Understand the impact to digital service from change introduction, taking ownership for diligence processes
- Use insight on emerging themes and trends in feedback and usage to drive decision making
- Manage relationship with TS to maintain service health for key services across the digital estate
Deliverables
- Delivery of service improvement plans
- Improve customer experience and reduce complaints through a customer focused approach to analytics
- Improve customer satisfaction though implementation of service improvement activity
- Prepare reports, plans and forecasts for consumption by a senior audience
- Due diligence complete for planned service outages and maintenance activity
- Manage service performance within service levels investigating and addressing causes for deviation as necessary
- Produce accurate demand forecasting and usage trend data and understand impact on service capability
Requirements
Technical Knowledge: - Experience of research and strategy in Digital
- Experience of online service approaches, technologies and applications
- Understanding of security, risk and compliance issues associated with online usage
- Understanding of economics, products and services-
- Appreciation of data and market trends
People Management: - Contribute to fluid 'virtual teams' of stakeholders and contributors to ensure successful development and completion
Other Significant Role Requirements: - Strong track record in service improvement and delivery at a senior level
- As this role involves implementation of improvement plans across all services strong influencing skills will be needed
- Passionate about customer experience, continuous improvement and digital focused
- Good knowledge and understanding of online service best practice both in Financial services and other industries
- Understanding of online usage, new functionality and their links to other channels such as mobile
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If you are interested in this vacancy, please apply using the buttons below.
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