Are you a creative individual with a passion for enhancing customer experiences?
Do you have experience of working with customer communication channels to deliver best-in-class service?
If so, we have a unique opportunity available and would love to hear from you!
As Voice & Interactive Voice Response (IVR) Lead, you will join a small and dynamic team, and will be responsible for designing, testing and maintaining all Voice and Natural language processing (NLP) IVR services within our Contact Centre at DVLA.
As part of your role, you will analyse customer interactions and conversations to identify common queries and requirements, and use these insights to design and implement IVR improvements that align with customer and business needs.
Working closely with the IVR and Voice Manager, you will help create and deliver effective improvements to the NLP systems, as well as collaborating with stakeholders of all grades across the agency to deliver excellent service.
Your key responsibilities will include, but are not limited to:
* Adhering to business requirements to design and deliver IVR changes through an agile change process, ensuring all changes are tracked and documented.
* Ensuring all changes relating to the voice and IVR service are documented and raised with ITS Developers where appropriate.
* Providing expert advice to stakeholders in relation to the NLP and voice channel.
* Working with the Voice and IVR Manager to design and develop changes within the IVR.
* Leading the Voice and IVR Team AO Analyst to ensure best in class service is delivered.
For further information about the role please see the attached role profile.
Additional Information
Applications will be accepted from full time/part time/job sharers. Full time roles at DVLA consist of 37 hours per week. Part time and/or flexible working may also be available subject to the needs of the business. If you have a flexible or part time working requirement, you should contact the vacancy holder in advance of making an application to avoid possible disappointment later in the process should your desired working arrangements not be compatible with the requirements of the role. To contact the vacancy holder, please use the job contact details listed under ‘Contact point for applicants’.