The Vacancy

Make a real impact on how we serve our customers!

We’re investing in the future of our customer contact centre and looking for a Telephony Performance & Optimisation Lead to help us unlock the full potential of our cloud-based telephony platform.

This is an exciting opportunity to lead the development of innovative telephony solutions that improve customer experience, support colleagues and create operational efficiencies. From enhancing customer journeys and self-service capabilities to exploring enhanced telephony solutions, you’ll play a key role in shaping how our customers interact with us.

You’ll support our New Cumberland programme by helping to assess the impact of change on customer journeys and implement telephony, self-serve and customer contact solutions that support customers, colleagues and the successful adoption of new ways of working.

Working closely with our Customer Care, Operations, Digital and Technology teams, you’ll be the driving force behind telephony innovation, ensuring we maximise the value of our platform while delivering great outcomes for customers and colleagues alike.

This will be a fixed term contract for a period of 12 months.

The Benefits

Salary - up to £49,680 p.a. – depending on skills and experience.
Holidays - 25 days holiday plus public holidays and the opportunity to buy and sell up to 3 days.
Learning and Development opportunities - We want you to grow in your role. We’ll work together to support your personal and professional development.
Hybrid Working - the tools and equipment you need to be able to work from home when you need to, depending on your role.
Health and Wellbeing - a calendar of events and activities throughout the year, Mental Health & Wellbeing champions, and Cycle to Work scheme plus a personal wellbeing day.
Community Day - We offer our people an extra paid day off every year to help local charities and community organisations.

Main Responsibilities

Develop and deliver a roadmap of telephony improvements that support the Society’s strategic objectives.
Identify opportunities to improve customer journeys through automation, self-service and enhanced telephony solutions.
Enhance call routing, IVR and customer contact processes to improve service and reduce customer effort.
Analyse customer contact data, performance metrics and trends to identify improvement opportunities.
Lead the implementation of new telephony functionality from concept through to delivery and adoption.
Work closely with Customer Care teams to improve colleague experience and operational efficiency.
Build strong relationships with suppliers and technology partners to maximise platform capability and value.
Produce meaningful reporting and insight to measure performance and demonstrate the benefits of change initiatives.
Act as the Society’s telephony subject matter expert, providing guidance and recommendations on future developments.
Ensure telephony solutions remain compliant with relevant regulatory and governance requirements.

About You

You’ll be passionate about improving customer experiences and finding smarter ways of working. You’ll enjoy turning ideas into practical solutions and be motivated by the opportunity to make a visible impact across the organisation.

You may currently work in telephony, contact centre operations, customer experience, service transformation or operational improvement, and be looking for an opportunity to take ownership of a platform with significant untapped potential.

You’ll bring:

Experience of working with cloud-based telephony or contact centre platforms.
A track record of process improvement, delivering service improvements and operational efficiencies.
Experience using data and insight to identify opportunities and drive decision-making.
An understanding of customer journeys and how technology can enhance customer experience.
Experience managing stakeholders and working collaboratively across multiple teams.
An interest in emerging technologies, including automation and AI-powered customer service solutions.
Strong organisational skills with the ability to manage multiple priorities and projects.

Experience within financial services or another regulated environment would be advantageous but is not essential.

Skills, Abilities and Behaviours

Customer Focus

Committed to delivering excellent customer outcomes.
Understands the importance of balancing customer needs with business objectives.

Analytical and Insight Driven

Able to interpret data, identify trends and make evidence-based recommendations.
Strong problem-solving skills with a focus on continuous improvement.

Innovative and Forward Thinking

Curious about new technologies and ways of working.
Seeks opportunities to improve processes, services and customer experiences.

Communication and Influencing

Confident communicator who can engage effectively with colleagues at all levels.
Able to translate technical concepts into clear, practical business solutions.

Collaboration

Builds positive working relationships across teams and functions.
Works effectively with internal stakeholders, suppliers and external partners.

Ownership and Delivery

Takes responsibility for delivering outcomes and driving change.
Organised, proactive and focused on achieving measurable results.

This is a hybrid working position where the successful applicant will be required to work from our Head Office in Carlisle as required. Occasional UK travel to third party suppliers may be required.

The Company

We’re here to create a banking experience that’s kinder to people and planet.

Unlike banks, we don’t have public or private shareholders which means we can invest 100% of our profits back into our business. As a result, our business is purpose-led, financially strong, socially responsible and always focused on our people, planet and communities.

The Benefits

Competitive Salary

We will offer you a competitive basic salary for your role, which is reviewed every year.

Learning & Development

We want you to grow in your role. We’ll work together to support your personal and professional development.

Holidays

Flexibility to buy and sell up to two holiday days per year, plus extra holiday after 5 years.

Family Friendly

We pay competitive maternity, paternity and adoption leave.

Flexible Working

We can provide the tools and equipment you need to be able to work flexibly or from home when you need to, depending on your role.

Pension Scheme

If you’re eligible, we’ll enroll you into our competitive company pension scheme.

Health & Wellbeing

We have a calendar of events and activities throughout the year, Mental Health & Wellbeing champions and Cycle to Work scheme.

Community Day

We offer our people an extra paid day off every year to help out local charities and community organisations.

Social

We hold regular social events, from annual staples like our Christmas party and quiz, to smaller get-togethers such as walks and shopping trips.