Telecommunications Analyst

• A Telecommunications Analyst in Swindon • £24,920 - £33,227 a year on a permanent 35 hour contract • Send in your application by 14/02/2017

An exciting opportunity to join a new team responsible for the ongoing management of the IVR and Call Routing Telephony service, developing an NBS centre of expertise and supporting alignment to the customer contact centres ensuring a seamless and first class customer experience.

A self-motivated individual with detailed analysis skills capable of leading others in the understanding of customer behaviour and automated technology performance. Able to produce high level and detailed documentation to support findings with recommendations for required change to optimise business and customer results. In addition, candidate will be required to design and produce regular and adhoc reporting benefits modelling and call flow designs for management and senior stakeholder use.

As a minimum requirement you’ll:

• Have advanced PC skills including Visio, Access, Excel, Word, PowerPoint and Outlook. • Be advanced in Excel and ability to analyse data • Have an excellent understanding of the Society’s telephony systems • • Have advanced problem solving capabilities • Have the ability to focus specifically on business needs • Have an understanding of Call Centre and Internet developments • Be a good influencer and have a high attention to detail • Have strong written and verbal communication skills

• You’ll be responsible for the provision of regular reporting and ad-hoc analysis to support divisional and corporate projects • Provide proactive ideas on how to improve the effectiveness of the IVR routing within the Contact Centre • You’ll provide an objective view on operational decisions e.g. IVR routing process improvement • Provide an objective view on operational decisions e.g. extracting, processing & presenting relevant data • You’ll work with the business to provide proactive ideas on how to improve the effectiveness of the IVR routing within the Contact Centre

If you put a lot in, it’s only fair you should get a lot out. So if you help us do the right thing for our customers, we’ll help further your career at Nationwide. As well as your salary, there’s life assurance, a pension and a recognition and rewards scheme. We think it’s a great place to work, and we’re not afraid of giving you praise when you’ve done well.

At Nationwide we’re here for our members and we put their needs first in everything we do. And now, more than ever, two things are helping us go from strength to strength: we put our customers first, and we’re known for being open, honest and trustworthy. We’re also the world’s largest building society, with communities at the heart of everything we do. We aim to do the right thing for our members which helps set us apart from our competitors. But we need good people to help us do it. People who understand what we believe in, and have the talent and drive to keep us successful.