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Communications delivery lead – global contact centres

3:38:00 AM
Ref
UKWTS676
Region
UK - Heathrow
Location
UK - London - Waterside
Category
Head Office Opportunities

A fantastic opportunity to lead a customer focussed team delivering communications, training and contingency planning support for Global Contact Centres.

Job Description

Closing Date: 19 April 2015
 
Location: Waterside, Heathrow, London, UK
Full Time, Permanent
Competitive Benefits Package
 
About the role
 
We have a global network of Contact Centres where 1500 colleagues provide support for our customers through their journey with us. There are constant product, pricing, policy and process changes that we need to ensure are effectively communicated to our advisors on the phone.
We are looking for someone who can lead a small team who are responsible for translating sometimes complex policy and product changes into communications that are easily understood by our global advisors in our Contact Centres. You will also be responsible for ensuring that we react in a timely manner to any operational issues that may impact our customers by delivering the communication of any related policy changes or relevant information to our advisors, enabling them to effectively support our customers with the information they need and continuing to deliver the great service our customers expect.

Principal Accountabilities

About the day to day
  • Day-to-day, you’ll be accountable for coordinating the communication plans relating to Global Contact Centre (GCC) and Disruption communications
  • We’ll also rely on you to coordinate the Training plans for any complex product changes
  • Taking ownership of steady-state operational and disruption related instructions for contact centre agents, including customer-handling guidelines, will be critical too as will linking in with other British Airways colleagues to ensure a seamless and consistent delivery
  • Working closely with our ba.com colleagues to make sure that ba.com is updated with the relevant information to ensure our customers get a consistent message regarding policies and guidelines.
  • Leading your team to deliver excellence in the service they provide by role modelling our brand values and leadership behaviours, whilst also providing hands on delivery support to the team when required
About you
  • As well as being able to demonstrate effective time management and workload planning skills, you will have strong influencing, negotiation and relationship building skills and a track record of delivering communication messages to dispersed and remote teams
  • Proven ability to create concise operational instructions that enable customers to receive great service and advice
  • The flexibility to organise and manage a fluctuating plan and changing work demands in a fast-moving customer-oriented environment is essential too
  • Whilst people management experience is desirable, if you haven’t managed a team before you will need to have proven ability of delivering projects or tasks through others
  • Excellent interpersonal skills – confident, articulate and able to influence stakeholders (including at senior levels)
  • Strong team worker with strong influencing and negotiation skills
  • Ability to show resilience and make sound decisions in a fast-moving and pressurised environment

The Individual

Skills
  • Strong people management including ability to manage indirect teams
  • Excellent internal and external communication skills, cross cultures and to all levels of the business and customer groups
  • Excellent interpersonal skills – able to influence stakeholders (including at senior levels) 
  • Ability to plan, organise and manage a fluctuating plan and work demands
  • Strong team worker with strong influencing and negotiation skills
  • Displays a strong customer orientation and good relationship building skills
  • Ability to show resilience and make sound decisions in a fast-moving and pressurised environment
Qualifications 
  • Languages beneficial but not essential
  • Project Management experience beneficial but not essential
Experience
  • Project management and planning 
  • Delivering communication messages to dispersed and remote teams 
  • Experience of external communications and writing for the web
  • Experience of coordinating pan-regional TNA and BCP plans to delivery
  • Understanding and awareness of current BCP mechanisms for ba.com and contact centres globally
Expertise 
  • Knowledge of contact centre policy and processes
  • Familiarity with contact centre systems in order to create operational instructions 
  • Understanding of global Contact Centre call flow capability 
  • Good understanding of Office 365 capabilities, including SharePoint

    Application Process

    All applicants are required to submit their CV and answer the following question. Please prepare your answer in advance
    • Please describe what attracts you this role and the skills and qualities you can bring to the role (Max 250 words)
    • In no more than 250 words, please describe a recent project or task you have delivered to tight deadlines, which has involved other people and departments
    • Describe a time when you have been required to communicate a key message to different staff members. (Max 250 words) Please include:
      • What was the message
      • Who were the different staff members
      • How did you adapt the communications to suit everyone

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