Customer Operations Specialist required for interim position in Milton Keynes Customer Operations Specialist Overview:In this role you will be responsible supporting the customer contact centre across a range of platforms, managing contact centre escalations and complaints alongside driving process innovation, targeting employee development through KPI/OPI analysis, side by side coaching and deep dive sessions.Operational DutiesYou are a key subject matter expert within Customer Operations and assist with all operational duties within the contact centre including inbound calls. You''ll actively take part in creating a customer centric culture and future proof the team to serve customer needs.Responsibilities:Customer Escalation - You will act as a point of escalation to support the customer''s demands and needs. You will be responsible for delivering fair, consistent and prompt investigations of written and verbal complaints in accordance with company guidance and case handling rules with the best customer outcome in mind.Quality Assurance - To manage our Quality Assurance stakeholders to ensure clear and transparent processes and end to end reporting, to include management escalation and agent route cause analysis. You will also sign post-training needs and carry out spot checks in line with our Quality Assurance Framework.Coaching and Development - Identify and drive process efficiencies within Customer Operations to assist the contact centre in delivering a customer 1st e