Improvement and Implementation Manager | First Choice 1

Job Description

It’s an exciting time for First Choice as the business looks ahead to a bright future with a bold new strategy. We are on the search for motivated, talented people with a curious outlook, energetic mind-set and can do attitude to join us and help bring the brand to life for our colleagues,customers and collaborators

.

As a Improvement and Implementation Manager you will lead the evolution of our Contact Centre to meet the needs of our new customer audiences for the First Choice brand. You will ensure that all teams have the tools and processes in place to support our customers, adapting to a business model that is more focused on 3rd party providers for our product. Being optmised and efficient in our service will be key, utilising technology to support our service where customers need a lighter touch and ensuring that we focus our resource to areas they are required most. Strong collaboration will be essential, especially in engaging with wider group colleagues across both Technology and other Contact Centres to maintain clear alignment. A mentality of continuous improvement will be key, setting clear KPIs for post delivery and regularly reviewing existing performance to identify learnings and inform further progress.

We believe that work is something you do not somewhere you go, therefore we are pleased to advise we can consider a hybrid working model for this role.

Applications for this role will close 08.03.24

ABOUT THE JOB

• Support the wider transformation of First Choice by leading the evolution of our contact center in delivering towards our new proposition and meeting customer needs

• Design lean processes that deliver exceptional service across all customer touchpoints

• Identify technology required to support the delivery of service balancing the benefits of automation alongside the need for manual support and reassurance

• Provide the First Choice team with clearly articulated approaches that identify multiple options to achieve our objectives

• Work with wider group colleagues to create a roadmap to deliver our contact center requirements that aligns to the wider First Choice transformation

• Ensure that our management team have the tools required to maximize our resource and provide support to their teams

• Collaborate with other contact center colleagues across the group to ensure best practices and learnings are shared

• Analyze KPIs, customer sentiment and team feedback to regularly review performance and identify opportunities for continuous improvement

• Regularly communicate on delivery progress and challenges to wider First Choice team

ABOUT YOU

• Background of delivering and exceeding objecting in an operational Contact Centre environment
• A desire to identify opportunities for business improvement
• Ability to communicate and rollout new processes to large teams
• Excellent collaboration and stakeholder management skills
• Ability to clearly communicate progress, identifying risks and opportunities
• Knowledge of IT systems and Contact Centre technology
• Experience in process management, improvement tools and techniques
• Flexible team player with high standards and outstanding communication skills

ABOUT OUR OFFER

• Health and Wellbeing support in five key areas – Financial, Health, Social, Community and Career
• Competitive salary & opportunity to earn annual bonus
• Excellent rates with foreign exchange and discounts with retailers
• Private medical Insurance, single cover with option to add dependants
• Discovery day – time to spend working at a local charity or community
• Pension scheme and life assurance

We want to be the best-loved holiday company not only for our customers, but for our colleagues too. That’s why we offer a variety of benefits that go above and beyond a competitive salary, so we can help you to live your best life happily at TUI. Click here to find out more.

​We love to see your uniqueness shine through and inspire the future of travel.​ If you would like to read more about what Diversity & Inclusion means to us simply visit Our DNA

If you require any further information regarding this opportunity, please email recruitment@tui.co.uk