AddressLocation
Argos - Widnes and Home, Sainsbury's Argos ARG Customer Services, Widnes, WA8 8HS
Hours
Full-time
Contract-Type
Permanent
Salary
Competitive Plus Benefits
Areas of business
Argos Customer Management Centres
Closing date
2024/03/15 23:59:00
Duration
12 months
Job ID
226106
Job Description
With over one billion online customers every year, Argos is one of the best-known retailers in the UK. In fact, we’re the third most visited website in the UK. That’s a lot of customers, right? Well, that’s where you come in! Our Contact Centre in Widnes offers front-line support to our Argos customers, making sure they get the help they need at pace and at their convenience. This could be helping place an order or checking if something is in stock. It could be to talk about a delivery that’s already booked, or maybe they need more information on a product they’ve seen online. Whatever they need, you’ll be part of a team dedicated to providing them with the best possible shopping experience. With such a huge variety of products, a market leading fast track delivery service and billions of website clicks each year, we need the very best to continue our amazing journey.
Knowledge Manager (C5)
Division/Dept.
Customer Care / Contact Centres
Location
Widnes/ Home
Reporting to
Head of Support Services
In a nutshell
The core role of the Knowledge Manager is to lead the Process and Knowledge team to provide clear, accurate and relevant processes and information to all Contact Centre colleagues, defining the overall Contact Centre process architecture.
This will involve gathering information and requirements from key stakeholders across the Contact Centre, and wider business, to continually review and implement process changes and the associated knowledge, enabling improvements. A key part to the role will involve keeping colleagues engaged with the business, brands, and processes so that all interactions with our customers are consistent, relevant and effective.
The role is pivotal to defining optimum Contact Centre processes and ensuring that all Colleagues have access to the right information, therefore, supporting the achievement of key operational performance targets in line with budget requirements and customer outcomes.
What you need to do
- Engage with all stakeholders to develop a road map for process architecture and knowledge, agreeing priorities for the Contact Centre and driving year on year improvements.
- Identify process and knowledge gaps across the operation, working with all relevant stakeholders to agree priorities, develop solutions and the relevant knowledge interventions, to ultimately improve performance and colleague and customer experience.
- Develop a detailed process and knowledge action plan, and associated governance, that is periodically reviewed to assess results against objectives, and define next steps and timescales.
- Lead, inspire and motivate the Process and Knowledge team to deliver against clear objectives aligned to the Contact Centre strategy, creating an environment where the team can thrive.
- Lead the Business and Process Design authority, creating and maintaining end to end business and process models that define the overall architecture for the Contact Centre.
- Impact assess all change, ensuring risks and benefits are identified, whilst providing feedback on business cases to ensure optimal customer and colleague experience are a core component of change solutions.
- Manage all knowledge and communication plans, end to end, to support the implementation of change and to facilitate the adoption of change throughout the Contact Centre.
- Manage all knowledge and communications channels and content to ensure they fit the needs of the Contact Centre, making sure that the content is relevant and engaging. Playing a key role in the business continuity process.
- Drive the use of the process and knowledge tools across the Operation, evaluating the success and creating an environment that promotes 2-way communication.
- A key member of the Contact Centre Incident Management Team (IMT), quickly responding to any process and knowledge requirements through the incident management process.
- Ensure the Contact Centre is connected to the wider business, working closely with stakeholders to understand any knowledge and communication impacting initiatives and in reverse providing relevant Contact Centre information to the wider business.
- Keep up to date with all relevant software and tools, to ensure the team are up to date and can benefit from developments. Externally benchmark to test and evaluate current practices.
What you need to know and show
- Prior experience of working in a senior leadership role within a contact centre environment.
- Deep understanding of contact centre processes, metrics, and knowledge requirements.
- Excellent knowledge of process architecture strategy, design, documentation, and implementation.
- Experience of process and customer journey mapping, demonstrating business improvement solutions (LEAN Six Sigma Black belt is beneficial)
- Demonstrates excellent business and commercial acumen and has experience of documenting business cases.
- Experience of working with a Knowledge Management System and other knowledge and communication tools and solutions to drive engagement and improvements.
- Excellent Microsoft office skills (predominantly Excel, PowerPoint, and Word)
- Proven leadership skills with the ability to inspire and motivate a team, providing clear direction and leading them to success.
- Demonstrates critical thinking and a curious mind, able to problem solve whilst providing support, advice and guidance to others.
- Good understanding of industry trends such as business process automation.
- Exceptional communication skills, having the ability to communicate effectively with colleagues at all levels both verbally and in writing.
- Excellent presentation skills, capable of engaging audiences of varying sizes and knowledge levels.
- Excellent stakeholder management and interpersonal skills, with experience of working with business and technology leads, along with third parties.
- Excellent problem solving skills to find collaborative solutions to that solve the root cause
- Confidence in giving feedback at all levels and managing challenging conversations.
- Excellent team player with ability to work closely with and lead others to deliver results.
- Able to make logical decisions based on facts and experience, acting in the best interest of our colleagues, our customers and the company.
- Precise organisation skills with the ability to balance multiple, proactive and reactive, tasks and projects simultaneously.
- An advocate for change, takes the lead to enable and embed changes throughout the Contact Centre.
- Influencing skills displaying a positive and resilient approach when handling challenging situations.
What decisions I can make including budget
- Prioritisation of team workload to meet demand
- The ability to work outside of set parameters, drawing on various key stakeholders and resources
- Set expected team performance targets and associated timescales
- Resource allocation and headcount budget
- Team budget, including travel and discretionary spend.
- Decisions in relation to process change and knowledge management
- Decisions in relation to IMT communications
Directly or indirectly manages
- Line management of all Knowledge Executives
- Line management of Process Architect
- Indirect Line management of Process Analysts
Support we will provide
- Access to a range of personal development tools e.g. Bitesize talks, online self-development tools, internal mentoring etc.
- Support from Line Manager and peers.
We are committed to being a truly inclusive retailer so you’ll be welcomed whoever you are and wherever you work. Around here, there’s always the chance to try something new — whether that’s as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we’ll also offer you an amazing range of benefits. Here are some of them:
Starting off with colleague discount, you'll be able to save 10% on your shopping online and instore at Sainsbury's, Argos, TU and Habitat, and we regularly increase the discount to 15% at points during the year. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 20% of salary, depending on how we perform.
Your wellbeing is important to us too. You'll receive an annual holiday allowance, and you can buy up to an additional week's holiday, and we provide private heathcare. We also offer other benefits that will help your money go further such as season ticket loans, interest free car loan of up to £10k, cycle to work scheme, health cash plans, salary advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. And if you ever need it there is also an Employee Assistance Programme.
Moments that matter are as important to us as they are to you which is why we give up to 26 weeks’ pay for maternity or adoption leave and up to 4 weeks’ pay for paternity leave.
Please see www.sainsburys.jobs for a range of our benefits (note, length of service and eligibiity criteria may apply).
