At a Glance
- Tasks: Map customer journeys and improve operational processes for better customer experience.
- Company: Join a dynamic team in Bath focused on enhancing customer operations.
- Benefits: Enjoy hybrid working, competitive salary, and a comprehensive benefits package.
- Other info: Collaborative environment with a focus on data-driven decision making.
- Why this job: Make a real impact by identifying opportunities and delivering measurable improvements.
- Qualifications: Experience in product ownership or operational improvement, with strong mapping skills.
The predicted salary is between 55000 - 65000 £ per year.
Fixed-Term Contract | 6 Months | Full Time
Location: Bath (Hybrid – 3 days per week in the office)
Salary: £55,000–£65,000 per annum (pro rata), depending on experience
Make a Real Difference to Our Customer Experience
We're looking for an experienced Contact Centre Product Owner to join us on a six-month fixed-term contract. This is an opportunity to take a fresh look at how our customer operations work today. You'll map end-to-end customer journeys, understand what drives customer contact, identify where processes create unnecessary effort, and work with operational teams to implement changes that improve both the customer experience and operational performance.
This is a hands-on delivery role. You'll immerse yourself in the operation, challenge existing ways of working, and use data and insight to identify opportunities that can be delivered within the contract period. We're not looking for someone to design a large-scale transformation programme—we're looking for someone who can uncover opportunities, prioritise the changes that will have the greatest impact, and work collaboratively to deliver them.
Working closely with operational leaders and cross-functional teams, you'll help improve customer and business outcomes by increasing Customer Satisfaction (CSAT), Net Promoter Score (NPS) and First Contact Resolution (FCR), reducing Average Handling Time (AHT), and lowering the overall cost to serve.
What You'll Be Doing
- You'll build a detailed understanding of our customer journeys and operational processes by:
- Mapping end-to-end customer journeys across sales, provisioning, fault management, billing and retention.
- Documenting front-office and back-office processes, including systems, hand-offs and dependencies.
- Identifying failure demand, repeat contact, process variation, duplication, rework and unnecessary customer effort.
- Producing clear process maps, customer journey maps and other artefacts that provide visibility of the current operation.
- You'll use operational insight and performance data to:
- Analyse contact volumes, contact drivers, AHT, FCR, repeat contacts, CSAT and NPS.
- Identify the key drivers of operational cost, repeat contact and customer dissatisfaction.
- Quantify improvement opportunities and develop evidence-based business cases.
- Working collaboratively across the business, you'll:
- Create and maintain a prioritised backlog of improvement initiatives.
- Recommend practical solutions such as process simplification, automation, knowledge optimisation, improved triage and routing, and upstream process improvements.
- Support operational and delivery teams to move ideas into implementation, balancing achievable quick wins with longer-term improvements.
What You'll Deliver
Success in this role will be measured by the tangible improvements you identify and the practical roadmap you leave behind. By the end of the contract, you'll have delivered:
- A comprehensive set of current-state customer journey and process maps.
- Root-cause analysis identifying operational pain points and improvement opportunities.
- A prioritised roadmap of initiatives with clearly defined customer and business benefits.
- Business cases with quantified financial and customer outcomes.
- A practical implementation plan balancing quick wins with longer-term initiatives.
About You
You'll have proven experience as a Product Owner, Product Manager or in a similar operational improvement role, ideally within a contact centre, customer operations or another high-volume service environment. You'll also bring:
- Strong customer journey mapping and business process mapping expertise.
- A proven ability to identify operational inefficiencies and deliver measurable improvements.
- Confidence working with operational performance data and using insight to prioritise opportunities.
- Excellent stakeholder management, facilitation and influencing skills, with the ability to build credibility quickly across operational and business teams.
- A collaborative, delivery-focused approach and the confidence to challenge constructively.
- Experience within telecommunications, utilities or another high-volume customer service environment would be an advantage.
Why Join Us?
This is an opportunity to make a genuine impact from day one. You'll have the autonomy to identify opportunities, influence change and deliver improvements that make a measurable difference to both our customers and our operation. If you're naturally curious, enjoy understanding how things really work, and are passionate about solving operational challenges through data, collaboration and practical delivery, we'd love to hear from you.
What We Offer
Our benefits include:
- Hybrid working
- Pension scheme
- Life insurance
- A comprehensive employee benefits package, including 24/7 online GP access and support for your health, lifestyle and financial wellbeing
- Free onsite parking
Additional Information
This role is based in our Bath office with hybrid working (three days per week onsite). Applicants must have the right to work in the UK. Unfortunately, we are unable to offer sponsorship for this role. No agencies, please.
Contact Centre Product Owner (Fixed-Term Contract – 6 Months) in Bath employer: Truespeed Communications
Join our dynamic team in Bath as a Contact Centre Product Owner, where you'll have the chance to make a real difference in customer experience from day one. We offer a supportive work culture that values collaboration and innovation, alongside a comprehensive benefits package including hybrid working, pension scheme, and health support. With opportunities for personal growth and the autonomy to drive impactful changes, this role is perfect for those looking to thrive in a meaningful and rewarding environment.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Product Owner (Fixed-Term Contract – 6 Months) in Bath
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Truespeed Communications.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Truespeed Communications. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Contact Centre Product Owner (Fixed-Term Contract – 6 Months) in Bath
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Truespeed Communications.
How to prepare for a job interview at Truespeed Communications
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Truespeed Communications's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Truespeed Communications offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
