Contact Centre Consultant

Transcription

1 Contact Centre Consultant Leadership level Job family Division / department Reports to manager job title Number of direct reports Financial accountabilities Key relationships Location of role Leading Self Operations Operations Contact Centre Team Manager Nil Nil Customers, Team, Contact Centre Leadership Team, SME Team, Customer Service Lead, Internal Stakeholders Melbourne / Parramatta/Brisbane The AMP Promise & Our Strategy to Help AMP s vision is to be Australia s and New Zealand s favourite financial services company by Our company was founded in 1849 on a simple promise - to provide financial security so people could live with dignity. Our promise is to help people own tomorrow. Helping people: it s why we began more than 160 years ago, and why we continue. Helping people own tomorrow is a powerful purpose. It has the capacity to make us the company that so many people trust and recommend that we become Australia s and New Zealand s favourite financial services company. That s what we are aiming for by AMP s Culture Bringing our Promise to life Our Promise is help people own tomorrow, and our Practices bring our Promise and customer experience to life. AMP s six simple practices were formed from really listening to our customers, and they define the way we work together to help our customers. They inform our thinking, actions and decisions; the design of every offer, process and system; and every customer experience.

2 Together, the six AMP practices describe how we work at AMP to deliver the experience our customers want: Our customers are at the core of AMP s culture. We believe that what s best for our customer is what is best for our business. We have profound empathy for our customers. We deeply understand their needs, goals, challenges and hopes. We re obsessed with helping our customers live their best life, because that s how we define our own success. AMP employees understand how their work contributes to the strategy and creates customer value. Professionalism and integrity are core to the way we work, we collaborate across the business in service of our customer. We eliminate non-value work that doesen t align and quickly learn and adapt to achieve better outcomes. Description of department/division The Operations division delivers the right level of quality service, efficiently and effectively, to our customers, planners and advisers. The division comprises of five departments: Contact Centre (contact centre) Superannuation & Investment Platforms (payments, servicing, and platforms) Insurance Operations (Claims, Underwriting & New Business) Bank Operations Operations support (process improvement, customer comms, L&D & reporting) AMP s Contact Centre is customer-centric, simple, efficient and digitally supportive. By empowering, up-skilling and unleashing the potential of our people to engage customers in holistic needs-based conversations, we increase advocacy and ultimately revenue through referrals, conversion rates and customer retention. This is supported by technology that enables Customers and Advisors to experience high first call resolution and a service that is Personalised, Proactive, and demonstrates expertise that is delivered in an effortless manner, embodying AMP s Customer Value Proposition (CVP).

3 Description of role The Contact Centre Consultant role evolves across four phases of development as detailed in the below table: Purpose and main focus areas Build Confidence Purpose of Role Drive customer advocacy through delivery of outstanding customer service. To answer general enquiries for AMP s Wealth Protection and Retail products. Main focus areas Provide outstanding customer service to AMP customers

4 Build Competence Build Capability Purpose of Role Drive customer advocacy through delivery of outstanding customer service. To answer general enquiries for AMP s Wealth Protection and Retail products. To answer a range of customer and Adviser enquiries across a range of AMP products. Leverage your understanding of the products and processes to service our customer needs and respond to growth opportunities as presented by AMP s customers. Main focus areas Provide outstanding customer service to AMP customers Contribute to a high performing team providing excellence in service delivery, leading to the delivery of AMP s strategic objectives. Identify growth and retention opportunities and pass to the Direct team for conversion. Provide outstanding customer service to AMP customers Contribute to a high performing team providing excellence in service delivery, leading to the delivery of AMP s strategic objectives. Identify growth and retention opportunities and pass to the Direct team for conversion. Raise issues through correct channels, challenging positively and proactively working to overcome.

5 Build Scalability Purpose of Role To answer a range of customer and Adviser enquiries across a range of AMP products. Leverage your understanding of the products and processes to service our customer needs and respond to growth opportunities as presented by AMP s customers. Main focus areas Provide outstanding customer service to AMP customers Contribute to a high performing team providing excellence in service delivery, leading to the delivery of AMP s strategic objectives. Identify growth and retention opportunities and pass to the Direct team for conversion. Raise issues through correct channels, challenging positively and proactively working to overcome. Coaching and guiding others Identify opportunities for process improvements.

6 Skills and behaviours AMP uses a capability framework that focuses on 20 core capabilities that help to deliver the AMP value proposition which is to provide help that is expert, help that is proactive and personalised that helps to make it effortless for our customers. As you progress through the consultant career pathway at AMP we will build and develop these capabilities: Issue resolution Personal Skills Customer Rapport Product Knowledge Communications Negotiation Issue Diagnosis Resilience Purposeful Small Talk Proactive Guidance Active Listening Education Internal Channel Navigation Confidence Personality Flexing Call Management Issue Resolution Next Issue Avoidance Positive Language Advocacy Alternative Positioning Context Gathering Acknowledgement Skills Required Contact centre experience prefered Intermediate computer skills essential Previous experience in a fast-paced customer focused environment desirable