As a Performance Improvement manager, you will be responsible for identifying opportunities to improve TalkTalk’s operational performance, focusing on the customer experience whilst driving an efficient operating model. Working with both internal and external stakeholders, analysing a range of operational, business and customer data to identify ways to improve performance across touchpoints. With full accountability for improving performance against both qualitative and quantitative metrics, you will take the lead on embedding a customer first focus culture at all levels and help us deliver a best-in-class offering. That means ensuring Partners are engaged with focus on customer experience, whilst delivering to company and commercial metrics and projects to achieve their and TalkTalk’s full potential.
The Provisioning Team are a dynamic group of people with the responsibility of making sure all our sales get connected to phone, broadband and TV services. We own the day-to-day operations, end to end ordering process and the provision transformation journey across the consumer business. We are revolutionising our approach to ordering, to make it efficient, automated, and most importantly effortless for our customers. We aim to be the best in the industry!
Relentless passion for customer experience, always putting the customer first
Accountable for reviewing customer satisfaction, operational and supplier metric results on a daily/weekly/monthly basis to identify trends in performance; produces stakeholder management reports, presentations and operational direction up to director level
Proactively challenging your peers and key stakeholders to reduce cost, improve service and drive industry first customer experience
Strong analytical and problem-solving skills. You understand how to apply techniques for analysis of research data and synthesis and are able to present findings to the business
Analyses qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables & via other tools. Proactively determines areas for drill-down focus and conducts analyses to understand the drivers of performance gaps
Delivering key projects and new changes ranging from customer experience plans to new journey led change. This includes articulating and delivering supplier specific change into TalkTalk Consumer
Lead virtual and direct teams on implementing operational change, leading with a continuous improvement methodology across Order Management - Leading all conversations with data
Strong stakeholder management across all management levels
Documents current operational processes as part of root cause analysis and input to improvement initiatives; identifies possible gaps that may be contributing to lower key metric results
Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation
Develops updates to reflect the status of activities; monitors progress against action plans; monitors call centre operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics
Produces documentation of key insights quality analysis or root cause work, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews
Lead the delivery of new change, minimising impact to the operational performance.
Identify and challenge organisational processes that are unnecessarily complicated. Be able to add value and coach the organisation to inspect and adapt processes
Undertake continuous process improvement service levels, quality, and cost reduction.
Lead the delivery of improvement plans, ranging from customer experience plans to new journey led change.
Must have experience and skills
·The ability and passion to challenge the norm, always putting the customer first
·Experience of people/team management
·Proven experience of stakeholder management
·Excellent Customer Service Skills
·Clear Communication Skills
·Ability to present data utilising a variety of communication methods
·Excellent analytical skills
As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.
We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.
