Operations Executive

Dixons Carphone / IT

Job Number: DC-SF02889

Location: Acton

Contract: Full Time / Permanent

Description

Entry Level / Graduate opportunity

Our Operations Executives are at the core of the Services customer journey, working and travelling across our Customer Service Centres they are always aiming for Operational excellence. This is the chance for someone Internally to move into the Support centre as an Operations Executive.

This role is critical to delivering the best customer service within the Carphone Warehouse Services estate and will also support the Complaints department to ensure we are always putting the customer first. From day one you will be at the hub of the operations team ensuring process optimisation, Quality Assurance and delivering on Services projects.

The Services industry is regulated and as an Operations Executive you will have a passion for Technology, Systems and IT with a knack for Microsoft Excel and SQL.  Dixons Carphone is moving into a new era and our Services function is growing, there is a greater need for better operational support for the day to day systems issues and escalations that come up and you could take control of it!

Travelling up and down the U.K in this role you will chair weekly continuous improvement sessions with internal and external team members to design IT and compliance processes. If you are a self starter with drive and ambition who enjoys deep dive analysis and finding solutions then you will love this challenge!

You will:

  • Have an openness to travel to internal Contact Centres across the U.K
  • Be Knowledgeable of the IT systems that are used in our Carphone Warehouse Channels
  • Have an IT/systems background
  • Using compliance data, customer satisfaction, and other KPIs to conduct regular trend analysis and identify areas of improvement
  • Identify and understand trends and key drivers in regards to non-compliance in operational processes across all sales and service channels
  • Design supporting operational materials and documents and chair weekly continuous improvement sessions with wider Services team
  • Conduct Root Cause Analysis and proactively identify operational improvement opportunities that deliver customer satisfaction and revenue growth
  • Liaise with IT support team to help fix day to day systems and process issues

You will need:

  • Data analysis and the ability to analyse statistics is preferred
  • Experience of managing projects and tasks to time
  • Superior MS Excel and MS Office skills
  • A passion for being the customer champion
  • A Self-motivated attitude with the ability to take ownership of projects
  • Highly numerate
  • Excellent written communications and presentation skills

Dixons Carphone is Europe’s number one electrical and telecommunications retailer and services company, with more than 40,000 colleagues across nine countries, including the UK and Ireland. Every day, we use our people’s expertise to reach out and help new customers. What’s more - we’re exploring extraordinary new markets, from wellness to security, so that in an ever more connected and constantly changing world, we can offer our customers the most comprehensive service.

It’s an exciting time to join us and find yourself a place in our growing success story, apply now.