Digital Content Manager

Knowledge

Solid understanding of Digital Customer Services

We’ll look to you to take ownership for the business outcomes in line with business objectives and in line with the digital strategy, and you’ll prioritise and oversee the delivery of journey improvements by leveraging appropriate resources, such as marketing, technology, operations and external vendors.

Digital performance

Proactively identify and eliminate barriers to enhance customer experience and assisted digital channel performance.

Fully conversant with UK regulation in respect of all insurances, schemes and services offered through Atlanta.

Demonstrable knowledge and experience of risk management, in a regulated environment

Good understanding of the principles of insurance and the workings of the General insurance market.

Experience of optimising live chat channels (specifically Digital (Social and Live Chat)

Experience in delivering a proactive and high level of customer experience

Review digital communication channels and ensure Atlanta is effective in its Assisted Digital experiences

Skills

Contribute proactively to the overall development of contact centre strategy, evaluating aims and objectives to retain and grow the customer base and ensure customers are using optimal channels

Responsible for improvement of customer engagement through understanding of customer engagement surveys and necessary action planning

To safeguard information, paying particular attention to customer and employee data and business sensitive information

Maintaining oversight of the development of solutions for customer needs by engaging with senior stakeholders in product, marketing, security and technology business units

Responsibility for Risk Management in accordance with the company's risk and compliance methodologies and codes of conduct.

Maintaining oversight of the development of solutions for customer needs by engaging with senior stakeholders in product, marketing, security and technology business units

Proactively identify and eliminate barriers to enhance customer experience and assisted digital channel performance.

Behaviours

Act as a role model and take ownership to develop, promote and ensure the positive reception of the Atlanta brand – and seek to address instances where there is reputational damage

Proven ability to multi task and take decisions on what is best for the business

Excellent influencing, persuading and negotiating skills

Innovative

Strong Interpersonal skills

Articulate with outstanding communication skills with the ability to build a rapport with colleagues/customers

Motivated with the ability to manage own workload

Proven ability to adapt approach

Ability to plan