Product Owner - IVR

Job Type: Full Time, Permanent 

Hours: Monday – Friday 09:00 – 17:00 (37.5 per week) occasional out of hours support

Salary: £22,000 - £30,000 DOE

Location: Homeworking with a requirement to attend our Darwen Office

Job title:

Product Owner - IVR

Job Description:

What you’ll do:

The ‘Product Owner – IVR’ will be responsible for working closely alongside the Digital Operations Manager to drive and deliver the strategic direction of TV Licensing’s IVR/Telephony channels. Working with senior business stakeholders, the role will provide Digital ‘Subject Matter Expert’ support to business projects which impact on the self-service channels, primarily focused on the TV Licensing IVR/Telephony voice channels.

What we’re looking for:

• Strong commercial awareness and experience of digital self-service within a contact centre environment, with particular emphasis on IVR automated telephony systems

• Demonstrable experience of technical IVR-specific expertise is essential

• IVR transcription capability knowledge is preferred but not essential

• Possess a strong knowledge of contact centre technologies in the voice and digital space

• Dedication to detail demonstrated through the ability to identify trends and exceptions and make value added recommendations based on findings

• Able to communicate with stakeholders at all levels and have the ability to present issues / opportunities in a clear and concise manner

• Successful track record in relationship management and experience of working with senior stakeholders.

• Strong interpersonal skills and experience of team management

About Capita

At Capita Customer Management, we’re transforming customer experiences. Our expert teams handle more than 100 million customer conversations every year across phone, email, web and more. We’re partnering with clients like O2, Transport for London, Samsung and RSPCA, and have 19 contact centres across the UK, India, Poland and South Africa. Join us and discover better as you find new ways to delight customers.

What’s in it for you?

• A great basic salary
• 23 days’ holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees.

We’re supporting our clients as they adapt to the unprecedented circumstances brought about by COVID-19. As a result, we’re currently only recruiting for essential roles during this time. All interviews, assessments and background checks will take place online, to completely remove the need for face-to-face contact.

Vetting: Here at Television Licensing, we handle sensitive information, therefore, you will be required to complete Capita standard vetting. Unfortunately, you will be unable to start employment with us until clearance has been awarded, so your proactive engagement is key to avoid any delay to your potential start date.