At a Glance
- Tasks: Map customer journeys and improve processes for a top-notch contact centre experience.
- Company: Join Truespeed, a pioneering broadband provider in the South West.
- Benefits: Competitive salary, flexible hybrid working, and a supportive team culture.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact on customer satisfaction and operational efficiency.
- Qualifications: Experience in product management and customer journey mapping is essential.
Location: Bath (Hybrid – 3 days per week in the office)
6-month fixed-term contract
Full-time
Salary: £55,000–£65,000 per annum (pro rata), depending on experience
At Truespeed, we’re building the future of broadband across the South West with our rapidly growing full-fibre network. We’re already connecting over 40,000 customers across more than 180,000 homes, and we’re continuing to expand bringing faster, more reliable broadband to communities across the region.
We’re proud of the customer experience we deliver, but as competition increases, our focus is on keeping customers engaged, loyal and maximising the value they get from their Truespeed experience.
We are looking for an experienced Contact Centre Product Owner / Product Manager to join our team on a 6-month fixed-term contract. This is a hands-on delivery role focused on understanding the customer journey, identifying inefficiencies and delivering practical improvements that enhance both customer outcomes and operational performance.
You will work closely with the Contact Centre, operational leaders, systems teams and wider stakeholders to map current processes, identify pain points and develop improvements that can be implemented at pace.
The Role:
- Map end-to-end customer journeys across sales, provisioning, fault, billing and retention.
- Document front-office and back-office processes, including systems, handoffs and dependencies.
- Identify failure demand, rework, duplication, escalation triggers and process variation.
- Create clear process maps, customer journey maps and swim-lane diagrams.
- Analyse operational data including contact volumes, cost per contact, cost per resolution, AHT, FCR, repeat contacts, CSAT and NPS.
- Identify opportunities to reduce costs, improve efficiency and enhance the customer experience.
- Assess customer journeys from an outside-in perspective and identify friction points affecting customer effort and satisfaction.
- Develop and prioritise improvement initiatives, including process simplification, automation, self-service, knowledge optimisation and improved triage/routing.
- Work with operational and delivery teams to move ideas through to implementation.
- Focus on delivering quick wins alongside longer-term improvements.
- Develop business cases, quantify benefits and create practical implementation plans.
About You:
- Previous experience as a Product Owner or Product Manager, ideally within a contact centre, customer operations or high-volume service environment.
- Strong experience in customer journey mapping and process mapping.
- A proven ability to identify inefficiencies and develop practical improvement solutions.
- Experience using operational data to identify trends, understand performance and prioritise opportunities.
- Strong stakeholder engagement and facilitation skills.
- The ability to work collaboratively across operational, systems and delivery teams.
- Experience within telecoms, utilities or another high-volume service environment would be desirable.
- A data-led, evidence-based approach with a strong focus on measurable results.
- The ability to work in a fast-moving environment and deliver within a defined contract period.
What we offer:
A genuinely varied, high-impact role at the heart of a business that is building something different. Salary of £55,000 to £65,000 per annum, DOE, plus a benefits package and flexible hybrid working.
Ready to Apply?
- We’re reviewing applications on a rolling basis, so we encourage early submissions.
- We’re proud to be building a diverse and inclusive team at Truespeed, where people can bring their whole selves to work and feel supported to do their best. We value the unique perspectives, experiences and ideas that every individual brings, and we believe this makes us stronger as a business. We welcome applications from all backgrounds and are committed to creating a fair and inclusive recruitment experience for everyone.
- Please note: You must have valid authorisation to work in the United Kingdom, as we are unable to offer sponsorship for this position.
- No agencies, please.
Contact Centre Product Owner in Bath employer: Truespeed
Truespeed is an exceptional employer that values its employees by fostering a dynamic and supportive work culture in Aldham. With a focus on professional growth, the company offers ample opportunities for development and a competitive salary, alongside flexible hybrid working arrangements that promote work-life balance. Joining Truespeed means being part of a forward-thinking team dedicated to making a meaningful impact during exciting periods of growth and change.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Product Owner in Bath
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Truespeed. 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 Truespeed 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 Product Owner in Bath
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 Truespeed:Your cover letter is your chance to shine! Tell us why you want to work at Truespeed 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 Truespeed!
How to prepare for a job interview at Truespeed
✨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.
