At a Glance
- Tasks: Lead exciting contact centre projects and ensure they meet business goals.
- Company: Join Ladbrokes, a leader in the betting and gaming industry.
- Benefits: Competitive salary, bonus opportunities, and innovative recognition programmes.
- Other info: Great career growth potential and a fun workplace culture.
- Why this job: Make an impact by managing diverse projects in a dynamic environment.
- Qualifications: Project management experience and strong communication skills required.
The predicted salary is between 45000 - 55000 £ per year.
Company Description
Full delivery accountability of end to end contact centre projects to meet the agreed business requirements within timescale and quality criteria working with relevant resources both within the department, elsewhere in the business and externally to achieve the desired result.
Job Description
Key Responsibilities
- To lead or oversee all internal and external contact centre designated projects.
- Produce project planning documents and ITG documentation and agree with contact centre management outline plan for each project undertaken.
- Prioritise successfully to ensure multiple projects are managed to completion.
- To establish working groups to deliver projects within required timescales.
- To manage individuals ability to deliver tasks within timescales within the department
- To represent the depaartment in cross functional project groups and communicate progress effectively back into the department at an appropriate level and pitch.
- Lead departmental project groups to ensure service throughout major festival meetings achieves minimum kpi standards.
- Key Accountabilities
- Apply knowledge of tools and technology to make correct decisions for issues affecting project delivery.
- Maintain regular contact with all interested parties and project team members adequately communicating current project status at all times.
- Review each project undertaken at completion, compile learnings and communicate within the business.
- To pro-actively raise business issues with key stakeholders within the business and seek best resolution.
- Oversee ongoing departmental projects (e. g. routing, segmentation, call classification) to ensure they continue to progress at all times.
- Work effectively with operational peer group within Customer Support, Telephone Betting & other functions within the business.
Qualifications
- Required
- Project Management and delivery experience
- Betting & Gaming Industry Experience
- Experience of working in a large multi-skilled call centre.
- Intermediate user of Microsoft Office, especially Excel & Access
- Excellent written and oral skills.
- Preferred
- Management of direct reports
- Proficient in using Google products i. e. docs, Gmail
- ability to build and manage relationships both internally and externally
- Additional Information
One of the most exciting aspects about working for Ladbrokes is our approach to Reward.
We have developed a number of award winning programmes that demonstrate our commitment to ensuring we recognise great performance.
Every customer-facing role in our shops and every position in our Head Office has the potential to earn a competitive bonus.
Plus there are fun and innovative incentive and recognition programmes operated throughout our retail estate.
Contact Centre Project & Delivery Analyst in Harrow employer: Ladbrokes
Ladbrokes is an exceptional employer, offering a dynamic work environment where your contributions directly impact the success of our contact centre projects. With a strong focus on employee recognition and competitive bonuses, we foster a culture of collaboration and growth, ensuring that every team member has the opportunity to thrive in their career while enjoying innovative incentives and support. Located in a vibrant area, our commitment to excellence in the betting and gaming industry makes us a rewarding place to work.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Project & Delivery Analyst in Harrow
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ladbrokes. 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 Ladbrokes 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 Contact Centre Project & Delivery Analyst in Harrow
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 Ladbrokes:Your cover letter is your chance to shine! Tell us why you want to work at Ladbrokes 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 Ladbrokes!
How to prepare for a job interview at Ladbrokes
✨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.
