The Role: Scripting Manager
Location: Flexible working – both the option to work remotely and office based available.
Contract type: Full time 35hrs per week
Salary: £30,000 – £35,000 per annum
Closing Date: Monday 16th December
We are pleased to announce a brand new Scripting Manager position within our First Line Controls team at Domestic & General.
The Scripting Manager will be responsible for owning the development of our Scripting capability to ensure great customer interactions through our contact centre scripting and enabling front line agents to represent Domestic & General and help deliver the right outcomes for our customers.
Key responsibilities:
- Development and maintenance call guides and learning tools of detailed scripts for new starters to be able to support them in starting their customer facing journeys.
- Leading on developing best practice call scripting, working with key operational stakeholders to ensure a closed feedback loop to how the call scripting is being used and continuous development.
- Developing and integrating a formal governance process
- Responsible for working with key stakeholders to ensure that we have the right governance, version control, frameworks and oversight in place.
- Managing all scripting governance processes and working key internal stakeholders to shape tools to support and deliver on scripting requirements.
Key skills and Experience:
- Previous call scripting experience is essential
- Strong planning and organisational and time management skills with the ability to manage changing priorities, handle multiple projects, meet deadlines and adapt to a changing business environment.
- Prior experience working within a regulated, financial services environment
- Strong project management and process mapping ability
- Good knowledge of client sales and operations
- Contact centre sales practice and point of sale practices knowledge
Working for us, works for you:
- Competitive salary and annual discretionary bonus
- Comprehensive training with clearly defined career progression opportunities
- Annual leave – 33 days annual leave (including bank holidays) with an annual option to buy up to 5 additional days of annual leave
- Health cash plan – employer funded cover to enable you to claim money back on essential healthcare costs, including dental, optical, physiotherapy and many more. Cover also includes unlimited access to a 24/7 virtual GP service
- Pension scheme – matched employer contributions up to 5% of basic salary
- Life assurance – employer funded cover of 4x basic salary
- Dedicated online benefit portal offering access to saving and lending facilities, financial wellbeing and support services:
- Salary Finance – access to savings and borrowing through payroll
- Car Leasing – access to a carbon neutral salary sacrifice car leasing scheme, with an all-inclusive monthly cost covering all charge, taxes, insurance, repairs and maintenance on a range of brand-new vehicles
- Travel Loans – interest free loans to help spread the cost of annual travel tickets
- Cycle to Work – tax efficient bike and cycling equipment worth up to £1,000
- Health & Wellbeing – discounted gym membership, online virtual workout sessions, online culinary classes
- OnHand – Giving you the opportunity to be an Eco & Social volunteer via a handy app. Volunteer individually or in groups to get involved in Youth Mentoring, Food Poverty, Homelessness & Elderly help.
- Employee Assistance Programme – specialist advice and support on issues such as finance, relationships, illness and family issues
- Free Domestic & General protection plan – one free plan each year with access to discounted rates of up to 50% on additional plans, including referrals for family and friends
- Employee discounts – access to discounted Sky TV and mobile packages, together with a range of discounts for 100s of online and high street retailers
Domestic & General are an equal opportunities employer, which means we treat people fairly. We view all applications equally, regardless of gender, colour, ethnic background, religion, disability, age, sexual orientation, gender reassignment or marital/family status. We also have a thorough referencing process, which includes credit and criminal record checks.
At Domestic & General, we are proud of our 100-year legacy and excited about our future growth plans. We are expanding our horizons, entering new markets and territories internationally and we need your expertise to help us on the journey.