At a Glance
- Tasks: Map customer journeys and improve processes for a top-notch contact centre experience.
- Company: Join Truespeed, a pioneering broadband provider transforming the South West.
- Benefits: Competitive salary, flexible hybrid working, and a supportive team culture.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real impact on customer satisfaction and operational efficiency in a dynamic role.
- Qualifications: Experience in product management and customer journey mapping is essential.
The predicted salary is between 55000 - 65000 £ per year.
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 Bristol 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 Bristol
✨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.
✨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. 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 in Bristol
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.
How to prepare for a job interview at Truespeed
✨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'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 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!
