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- Tasks: Support and optimize our contact centre systems, managing CRM and Telecom applications.
- Company: Join loveholidays, a fast-growing travel-tech company on a mission to revolutionize holiday experiences.
- Benefits: Enjoy 25 days of holiday, a training budget, and discounted holidays for you and your loved ones.
- Why this job: Be part of a diverse team focused on personal growth and collective success in a dynamic environment.
- Qualifications: Experience with CRM and Telecom systems; degree or certifications in a technical field preferred.
- Other info: Flexible working hours and opportunities for career advancement as we aim to be Europe's #1 holiday provider.
The predicted salary is between 36000 - 60000 £ per year.
Reporting to the Director of IT, the Contact Centre SaaS Administrator will provide operational and strategic support to facilitate the day to day running of our contact centre systems, including CRM and Telecom systems. These are large scale production applications managing thousands of daily omnichannel customer contacts across several different regions.
Your day-to-day:
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Experience with being the front-line technical person in the team
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Managing our CRM system Kustomer from a technical perspective and owning the technical and communication links between our suppliers and internal teams
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Experience of creating and making changes to process flows, workflows and business rules while understanding the implications of those changes and what regression testing should be completed
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Deploy monitoring tools to monitor system performance, analyse data, and generate reports for managerial review
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Managing our Telecoms system UJET, creating and managing queues, user roles, permissions and ongoing maintenance and regular monitoring
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Additional responsibilities include managing WFM and external contact centre systems through third party suppliers
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Proactively identify trends and areas for improvement, recommending and implementing enhancements to optimise system efficiency, Company pension contributions at 5%.
Individualised training budget for you to learn on the job and level yourself up.
Discounted holidays for you, your family and friends.
25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum.
Ability to buy and sell annual leave.
Cycle to work scheme, season ticket loan and eye care vouchers.
At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.
The interview journey:
TA Screening – 30 mins
1st stage video interview with Hiring Manager – 45 mins
In-person panel interview with key stakeholders – 1 hour
Final interview with Director of Business IT
At loveholidays, we’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. We are a super fast growing travel-tech business who have been on an amazing journey from start-up to scale out – with over 400 people, and selling amazing holidays to over 4 million passengers!
We have big ambitions over the next 5 years – with a vision to be Europe’s #1 holiday provider. Come join us on this exciting journey!
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Proven experience as Senior Application Support or Engineer, managing large scale CRM and Telecom systems
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Degree in a technical subject or industry standard certificates
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Strong working knowledge of Kustomer and/or transferable knowledge with an equivalent CRM system (Zendesk, Salesforce, Freshdesk, Zoho etc..)
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Strong working knowledge of UJET and/or transferable knowledge with an equivalent Telecoms or CCaaS system (RingCentral, Twilio, Genesys, 8×8 etc..)
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Possess a strong focus on Customer Service and IT Security
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Ability to work individually and within a team
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Flexibility to work outside of standard work hours to accommodate special projects or emergencies
Desirable
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Kustomer Technical Administration
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UJET Technical Administration
Contact Centre SaaS Administrator employer: loveholidays
Contact Detail:
loveholidays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre SaaS Administrator
✨Tip Number 1
Familiarize yourself with Kustomer and UJET, as these are the key systems you'll be managing. Consider taking online courses or tutorials to deepen your understanding of their functionalities and best practices.
✨Tip Number 2
Highlight any experience you have with CRM and Telecom systems in your conversations. Be prepared to discuss specific examples of how you've improved processes or resolved technical issues in previous roles.
✨Tip Number 3
During interviews, demonstrate your problem-solving skills by discussing how you've proactively identified trends or areas for improvement in past positions. This will show your potential to optimize system efficiency at loveholidays.
✨Tip Number 4
Be ready to showcase your customer service focus and IT security awareness. Prepare examples that illustrate how you've balanced technical responsibilities with a commitment to providing excellent service.
We think you need these skills to ace Contact Centre SaaS Administrator
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Contact Centre SaaS Administrator position. Highlight key responsibilities and required skills, such as experience with CRM systems like Kustomer and Telecom systems like UJET.
Tailor Your CV: Customize your CV to reflect your relevant experience in managing large scale CRM and Telecom systems. Emphasize any technical administration roles you've held and specific projects that demonstrate your ability to optimize system efficiency.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and IT security. Mention how your background aligns with the company's mission and values, and provide examples of how you've successfully managed similar systems in the past.
Highlight Technical Skills: In your application, clearly outline your technical skills related to Kustomer and UJET, or equivalent systems. Include any industry-standard certifications you hold and describe how these skills will benefit the company.
How to prepare for a job interview at loveholidays
✨Show Your Technical Expertise
Be prepared to discuss your experience with CRM systems like Kustomer and Telecom systems such as UJET. Highlight specific projects where you managed these systems, focusing on the technical challenges you faced and how you overcame them.
✨Demonstrate Problem-Solving Skills
Expect questions about how you've identified trends and implemented improvements in previous roles. Share examples of how you proactively optimized system efficiency and the impact it had on operations.
✨Understand the Business Context
Familiarize yourself with loveholidays' mission and values. Be ready to explain how your skills can contribute to their goal of becoming Europe's #1 holiday provider, especially in terms of enhancing customer service through technology.
✨Prepare for Behavioral Questions
Since teamwork is emphasized, prepare for questions that assess your ability to work collaboratively. Think of examples where you successfully communicated with internal teams and external suppliers to achieve a common goal.
