JOB DESCRIPTION

Working as part of the Contact Centre team within GDS your role will be focused on ensuring public users to One Login who require our support to either prove their identity or log in to the service, receive a best in class experience when dealing with our omni-channel contact centre.
Responsible for optimising performance in our three primary channels (telephony, webchat and webform) your focus will be on driving user self service and automation of contact handling to reduce cost and deliver a digital experience.
As the Deputy Contact Centre Manager, you will drive day-to-day operational performance of our outsourced contact centre partner, whilst also leading the evolution of our contact channel strategy and continuous improvement agenda.
Reporting into the Contact Centre Manager, who retains ownership of the commercial and strategic relationship, the Service Manager will take ownership of operational performance, channel optimisation and improvement initiatives - ensuring we deliver an efficient, scalable and user-centric service operation.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

Administration / Corporate Support
Operational Delivery