At a Glance
- Tasks: Become a contact centre tooling expert and ensure effective platform delivery.
- Company: Join a dynamic team in a hybrid working environment.
- Benefits: Enjoy competitive pay, flexible working, and opportunities for growth.
- Other info: Background checks apply; we support accessibility needs during recruitment.
- Why this job: Make a real impact by optimising contact centre tools and collaborating with tech teams.
- Qualifications: Experience with contact-centre platforms and strong problem-solving skills required.
The predicted salary is between 40000 - 50000 £ per year.
Location
Location
- Stoke + Hybrid
- Working Hours
Full time, 37.5 hours per week – Mon to Fri. Hybrid working days: 2‑3 days each week; at least 8 days per month in office as agreed with line manager.
Job Description
The Contact Centre Tooling Product Specialist is a subject‑matter expert on the organisation’s contact‑centre tooling platforms.
The specialist supports the Product Owner in ensuring platform changes and deliveries are fit for purpose, operationally effective and align with approved business requirements.
The role focuses on platform capability, configuration, integrations and delivery assurance, working closely with Channel Operations, vendors and internal/external technology teams.
The specialist does not own product strategy, roadmap or prioritisation decisions.
Responsibilities
- Act as a contact‑centre tooling SME, providing expert knowledge on tools.
- Validate proposed solutions and deliveries are fit for operational use.
- Provide expert input into solution design, configuration choices and impact assessments.
- Support the Product Owner with delegated responsibilities for delivery of business requirements.
- Clarify requirements with delivery teams to ensure proper implementation.
- Validate delivered functionality against agreed requirements, use cases and operational needs.
- Collaborate with Channel Operations and external technology teams to ensure effective integration between tooling, CRM, Knowledge Management and downstream systems.
- Support integration testing, issue resolution and defect triage.
- Identify and raise risks, dependencies and constraints to the Product Owner.
- Interface directly with technology vendors for requirement clarification, solution design, configuration and delivery validation.
- Act as day‑to‑day point of contact for Channel Operations regarding tooling behaviour and capabilities.
- Validate vendor outputs against expectations to support delivery assurance.
- Support functional and technical sign‑off activities as delegated by the Product Owner.
- Contribute to release readiness activities, including operational validation and go‑live support.
- Identify continuous improvement opportunities based on operational insight and platform performance.
Qualifications
- Strong experience with contact‑centre and CRM platforms in an operational or systems role (CRM, Knowledge, workforce, reporting).
- Experience supporting business‑requirements delivery in a systems or product environment.
- Ability to work effectively with vendors and cross‑functional teams.
- Strong analytical and problem‑solving skills.
- Confident communicator able to explain technical concepts to non‑technical stakeholders.
- Additional Information
- We are regulated by the Financial Conduct Authority; offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet regulatory standards.
- We support reasonable adjustments during the recruitment journey to accommodate accessibility needs.
- We use AI in parts of our business but value authentic experiences and achievements.
- #J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Tooling Product Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VodafoneThree. 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 VodafoneThree 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 Tooling Product Specialist
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 VodafoneThree:Your cover letter is your chance to shine! Tell us why you want to work at VodafoneThree 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 VodafoneThree!
How to prepare for a job interview at VodafoneThree
✨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.
