Junior Service Transition Manager – Next Generation Contact Centre Department for Work & Pensions
Reference
1643698
Number of vacancies
1
Location
Blackpool or Manchester
Salary
Up to £32,844
Work hours
37
Employment type
Permanent
Job benefits
A brilliant Civil Service pension with employer contributions circa 20%, generous annual leave, flexible working, great work life balance and lots more…
Closing date
2 September 2019
Job description
Are you an ITIL professional who can lead and manage a Quality Service? Do you have expertise in Release and Deployment ? And are you ready to be part of our ground-breaking journey in our Next Generation Contact Centre enhancing our customer service experience as part of our epic digital transformation? Then we’d love to hear from you…
If you’re creative with a passion for learning new things, want to be empowered to make decisions and challenge the norm, and want to bring your ideas to a MASSIVE digital challenge then you’ll love it here. And we’d love to hear from you.
We’re looking for talented Junior Service Transition Manager to join DWP’s Digital Channels project and become a key part of one of the UK’s biggest and most high-profile digital transformation programmes, a once-in-a-generation reform of government products and services.
What is Digital Channels?
Digital Channels is a key enabler in DWP’s journey to becoming a modern, digital organisation. And it’s big. We’re redesigning and delivering distinct but interrelated communication channels to over 20 million citizens each year. We handle 120 million transactions each year, rising to 210 million by 2022/23.
With a focus on intelligent technology, citizen-led design, and automation, we’re developing an omnichannel service that will provide a high quality, integrated and seamless customer experience and save up to £450m by 2023.
You’ll join our award winning Next Generation Contact Centre (NGCC) team.
DWP’s Next Generation Contact Centre is the largest contact centre network operating in the UK. Supporting more than 28,000 agents in over 135 locations as they deal with 6 million calls per month, we have a unique opportunity to transform the way DWP communicates with citizens.
Our service is built on a market-leading Genesys platform, unlocking functionality that will allow DWP to deliver an orchestrated, omnichannel experience for citizens, improve internal communication, support information sharing and assure security.
NGCC and Genesys won the Gold Award for Innovation at the European Contact Centre and Customer Service Awards. Over the next three years we will continue to innovate to enhance the user experience and drive efficiency.
You and your role
This is a diverse role working in collaboration with both internal and external stakeholders.
You’ll work closely with the Service Transition Management team within the Next Generation Contact Centre ( NGC) in a major deployment helping building the biggest Contact centre in Europe helping the public link their queries with the correct agent and ensuring that this change does not impact performance and ultimately launching a brand new omnichannel platform.
You’ll have great organisational skills and follow ITIL policies and procedure and principles to execute this role effectively and you’ll work with cross-functionally with exposure to different parts of the business.
What skills and experience are we looking for?
• Change management
• Understanding of service management framework
• User centred analysis
• Availability and capacity management
• Release and deployment
• Experience of Standards, Process and catalogue.
• Experience of Governance and Risk.
• Knowledge and experience of IT/IS testing disciplines and management
• Good working knowledge of Microsoft Office programs and associated software tools.
This role may involve the need to be on call, for which there is an allowance available.
Where will you work?
You’ll join our team in either our Manchester or Blackpool hubs
In Blackpool, we’re accessible from across the North West. Our building sits in some beautiful natural grounds, which we share with wild rabbits, birds, fish and a family of otters. We have great facilities including a gym and a restaurant.
In Manchester we have the best of the city on our doorstep, with loads of great places nearby to meet, eat or to soak up a bit of culture. We have brilliant views over St Peter’s Square, looking out over Central Library and the Town Hall. We’re really handy for the train, bus or the tram, and we have a basement level lock up (with showers) for your bike.
We provide the latest tech and tooling and foster a collaborative culture to help our agile, multidisciplinary teams think big and try new things. You will work alongside people who care passionately about public service, making a difference and delivering for our customers.
In Channels we believe in giving you a working experience that meets your needs and expectations and that means a focus on work-life balance, flexible hours, team-based working and the ability to work from multiple locations
We are an equal opportunity employer and we welcome applications regardless of age, disability, gender, race or sexuality.
Our Offer
In return for your skills we offer competitive salary up to £32,844 a brilliant civil service pension, and a generous leave package.
We also have a broad benefits package built around your work-life balance which includes:
• Flexible working
• Family friendly policies
• Volunteering and charitable giving
• Discounts and savings on shopping, fun days out and more
• Interest-free loans to buy a bike or a season ticket, so it’s even easier for you to get to work and start making a difference
• Sports and social activities
• Learning and development, including coaching, mentoring, progression opportunities and guaranteed 5-days formal learning per year and lots more…
CLICK APPLY for further information and to start an application on Civil Service Jobs. If you have any questions of you want to discuss the role before you apply get in touch with me via tia.nicholas@dwp.gov.uk