fbpx Customer Contact Optimisation Manager - 12 Month FTC Acton Support Centre (123) 28822 | Dixons Carphone Careers
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Continuous Improvement Manager - 12 Month FTC


Job Number: 28822

Location: Acton Support Centre (123)

Contract: Full Time / Fixed Term Contract



There's no feeling quite like uniting tech lovers everywhere and we get to do it every single day. Connecting our people, our customers and our partners. We're a team of 41,000 colleagues working across nine countries to deliver excellence. Be part of framing the future with us. You'll certainly feel proud when you see what you can achieve here.

We’re iD Mobile, the UK’s fastest growing postpay mobile (MVNO) network ever. We launched in 2015, and already have over 1,000,000 postpay customers. We’re pretty sure our early success has a lot to do with our wide range of feature-packed plans. We offer everything from super-value Pay-as-you-go and SIM only deals, right up to the latest smartphones from the big-name manufacturers. We’re delighted about our success so far and have very ambitious plans for the future.

iD Mobile is an exciting place to work. We’re a dynamic start-up, and we value innovation, imagination and creativity. If you’ve got a great idea, we’ll help you run with it.  We’re passionate about finding new ways to address our customers’ needs. We’re a little different to other start-ups though, because we’re part of Dixons Carphone PLC, Europe's leading electrical and mobile retailer. So although iD has only been going for a few years, we’re part of a much bigger family.


As our Customer Contact Optimisation Manager you’ll identify and implement solutions to shift contact to digital channels and reduce overall contact propensity. You will work alongside the Customer Services, Customer Experience, and CRM teams, as well as the wider iD team, to find opportunities to fix customer pain points, drive self-service adoption and usage, and ensure the highest possible usage of our most cost efficient service channels, all whilst maintaining a great customer experience.

Please note – this role is a 12 Month FTC 


As part of this role, you’ll be responsible for:


  • Designing and implementing solutions which reduce the overall contact propensity of iD customers. 
  • Working with the Customer Service Manager to understand customer pain-points and prioritise those for solutioning.
  • Supporting line manager in driving iD’s digital and self-service strategy by sharing insight and suggestions with our App Product Manager in order to improve self service options and increase adoption and usage. 
  • Driving benefits delivery through a programme of improvement initiatives, changes and quick wins which help to shift remaining contact volume into efficient digital channels.
  • Partnering with peer, Customer, Retention and Digital Customer Experience teams and build strong business cases for digital channel initiatives to introduce into our Customer Service and Retention teams.
  • Working with the wider team to support the end to end implementation of any changes or initiatives you introduce, from vision through to delivery and measurement.


Desired Skills & Experience:


  • Experience within a customer journey or process improvement role.
  • Knowledge of digital and self-service technologies preferable (e.g. webchat, IVR, AI etc.)
  • Experience creating and presenting a business case desirable. 

Beyond that, we'll be with you every step of the way, enabling you to get the most out of your role. Training plans are a given, and you'll have access to additional e-learning resources to really see your career develop in the way you want. We're building a team that brings technology to people, making their lives better, easier and fuller, and you can be part of it.