CBS Contact Services Specialist

The CBS Contact Services Specialist owns the end-to-end delivery of contact services at a transactional level, orchestrating the day-to-day delivery of operational performance against agreed SLAs, KPIs and quality standards, and ensuring every transaction delivers value for and protects our Coop. The role partners with internal and external partners forming critical relationships, providing leadership, subject matter expertise, oversight, assurance, clear focus and challenge across the execution of agreed service strategies, governance and performance expectations. It identifies, delivers and owns transaction level improvement opportunities, implementing continuous improvement to service quality, efficiency and value. It owns the management of complex and sensitive service issues, and the safe, sustainable embedding of change to strengthen service performance, customer experience and operational resilience. The role will include people leadership within the internal team to support learning, growth and managing performance to ensure key business goals are achieved. To role model inclusive leadership, promoting a culture of collaboration and coaching.

• Ensure consistent delivery of agreed KPIs, SLAs, quality and customer outcomes across customer contact operations through effective orchestration of external partners, internal colleagues, team members and other stakeholders.
• Maximise value for our Co-op through day-to-day ownership of the end-to-end customer experience for our Co-op Customers, Members and others, using root cause analysis, trend analysis and performance insights to drive decisions.
• Partner with critical internal stakeholders and ensure strong end to end service performance and operational stability, with demand, performance and risks proactively identified and mitigated. 
• Take on line management responsibilities for colleagues within the department.
• Enable confident, detailed decision making by translating complex performance data into clear, influential insights and communications for stakeholders.
• Protect service quality and customer experience through effective management of complex queries, incidents and escalations in line with agreed governance and processes.
• Lead and manage the social brand team, providing development, communications and support to achieve SLA’s.

• Accountable for ensuring that partner teams are equipped with the required skills and capabilities to deliver Co-op services, with effective succession management, improvement, risk and control mindset and business continuity approaches in place.

• Improve operational performance and value by identifying recurring issues and capability gaps, owning and embedding continuous improvement and root cause analysis to deliver the best value for our Co‑op and the best experience for members and customers.
• Act as the recognised point of expertise for complex and sensitive cases, ensuring appropriate oversight, quality outcomes and effective resolution.
• Own internal stakeholder relationships and campaign management, ensuring CBS delivers effective services aligned to Co-op priorities. 
• Operate with full accountability to the CBS control framework, ensuring all activity is delivered safely, compliantly and in line with agreed controls.
• Drive value for Co-op through all internal contact opportunities by understanding and supporting our colleagues and customer journeys.

• Experience working day to day with outsourced or offshore partners, providing guidance, coaching and performance oversight. 
• Strong relationship management capability with external partners and critical internal stakeholders. 
• Sound decision making skills, with the ability to balance service outcomes, risk and value. 
• Strong understanding of customer contact operations, including transactional performance, quality and customer outcomes within a BPO or offshore environment. 
• Ability to identify operational risks and issues, resolve where possible, and escalate appropriately in line with agreed governance. 
• Strong coaching and capability building skills, with a continuous improvement mindset focused on enabling partner self-sufficiency and embedding learning into BAU delivery.