At a Glance
- Tasks: Analyse customer interactions and provide actionable insights to enhance client operations.
- Company: Expanding consultancy specialising in Contact Centre AI technologies.
- Benefits: Competitive salary, bonus, hybrid work, and professional development opportunities.
- Other info: Dynamic environment with opportunities for career growth in a hybrid setting.
- Why this job: Make a real impact by transforming good agents into great ones with data-driven insights.
- Qualifications: Experience in customer insight analysis and knowledge of contact centre operations.
The predicted salary is between 45000 - 45000 £ per year.
Our client is an expanding consultancy business that specialises in Contact Centre AI technologies. Their AI SaaS solution is essentially a learning tool that uses speech analytics to learn from agents' calls with customers and then feed back data for training and development within the team. It works both in real time and retrospectively. The aim of the platform is to turn a good Agent into a Great Agent by increasing scores across KPIs within the operation. The software can be used to improve various business operations, be that reducing fraud, improving CX scores like NPS or any other designated goal of the end client.
The role of the Insight Consultant is to own the client relationship, to understand the operations leaders' goals, their key metrics measures and then analyse customer interactions, provide actionable insights, and create compelling data-driven narratives to support the optimisation of your client’s customer and agent experience.
Essential Experience:
- Strong Customer Insight and Analysis experience
- Contact Centre Operations knowledge
- Reporting on Contact Centre metrics measures like CSAT, NPS, NES, AHT and Call Quality.
- Power BI and other data visualisation tools.
- Excellent communicator
- Engaging and Persuasive
Applicants must have permanent rights to work in the UK and be commutable to either Birmingham or Manchester. Hybrid – Birmingham or Manchester Office 3 days per week. Environment – Contact Centre Operations. Salary around £45,000 + Bonus and Benefits.
Customer Insights Consultant – Customer Talent Search in Birmingham employer: Hopecompass
Identify Solutions is an exceptional employer, offering a dynamic work culture that prioritises innovation and collaboration in the tech-for-good sector. Based in Bristol, employees benefit from a hybrid working model that promotes work-life balance, alongside ample opportunities for professional growth and development within a supportive team environment. Join us to make a meaningful impact while advancing your career in a vibrant city known for its creativity and community spirit.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insights Consultant – Customer Talent Search in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hopecompass. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hopecompass before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Insights Consultant – Customer Talent Search in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hopecompass:Your cover letter is your chance to shine! Tell us why you want to work at Hopecompass specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hopecompass!
How to prepare for a job interview at Hopecompass
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
