IVR Business Owner

Belfast, County Dublin
Full time
Posted
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SSE plc
Mining, resources & energy
10,001+ employees
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About the Role

Base Location: Dublin or Belfast

Salary: €40,800 - €61,200 (ROI) or £29,200 - £43,800 (NI) + performance-related bonus + a range of other benefits to support your family, finances and wellbeing.

Working Pattern: Permanent | Full Time | Flexible First options available

What is the Role?

Our IVR Business Owner is tasked with overseeing the IVR system. You’ll manage change requests, prioritise enhancements, and collaborate with development teams for efficient implementation. You’ll focus on transforming the IVR into a digital-first platform, optimising user experience, and boosting customer satisfaction metrics. In this role you will:

- develop and execute a roadmap for the IVR system, aligning it with organisational goals and customer experience objectives.

- evaluate and prioritise change requests based on business impact, customer feedback, and strategic alignment, collaborating with development teams to ensure efficient implementation of approved changes and enhancements.

- use data analysis techniques to identify opportunities for improvement in IVR performance and user experience.

- collaborate with cross-functional teams, including IT, customer service and operations, to drive IVR initiatives forward. Engage with stakeholders to gather requirements, communicate updates, and provide feedback on IVR enhancements.

- drive innovation in IVR design, functionality, and capabilities.

What do I need?

To be considered for this role, we would love you to have:

- proven project management skills with the ability to effectively plan, prioritise, and manage projects related to IVR system enhancements and changes.

- experience in analysing data and metrics to identify opportunities for improvement in IVR performance and user experience.

- aptitude for effectively communicating and collaborating with cross-functional teams to drive IVR initiatives forward.

- a willingness to think creatively and explore innovative solutions to enhance the IVR system and meet evolving customer needs.

- a customer-centric focus, with a commitment to prioritising user experience and customer satisfaction metrics in all IVR-related decisions and initiatives.

About our Business

SSE is a multinational energy company listed on the FTSE 100, with a vision “to be a leading energy company in a net zero world”. We’re investing £24bn+ by the end of the decade to help deliver our Net Zero Acceleration Programme.

Part of SSE Plc, Energy Customer Solutions is the Customer facing division – providing energy and low carbon solutions to over 1.3million customers. We have a strong market position with great customer relationships and expert customer teams working in Belfast, Cardiff, Dublin, Perth, and Reading. ​​Energy Customer Solutions is made up of 2 external brands; we operate under the brands SSE Airtricity (Ireland) & SSE Energy Solutions (GB).

SSE Airtricity is Ireland's second largest and fastest growing energy provider, supplying around 800,000 domestic and commercial gas, electricity and home energy services customers in the Republic and Northern Ireland. Around 40% of the electricity SSE Airtricity supplies to its customers on an island basis is generated from renewable sources - the greenest energy supply of any provider on the island and over three times the average on an all-island basis.

We have ambitious targets to help our customers on their journey to Net Zero by increasing the accessibility of green energy solutions through the provision of customer-driven propositions and we’re a partner to customers and stakeholders as they seek ways to respond to the climate crisis.

Help us power change.

What’s in it for you?

An excellent package with 34 days holiday entitlement (including public holidays), enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more. View our full benefits package on our careers site.

As an equal opportunity employer we encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and commit to providing any reasonable adjustments required during the application, assessment and upon joining SSE. Search for ‘Inclusion & Diversity at SSE’ to find out more.

Next Steps

All applications should be submitted online, and we'll be back in touch after the vacancy closing date to let you know the outcome.

If you would like to discuss any working differently requirements or adjustments you may require throughout the recruitment and selection process, please contact Andy on andrew.elder3@sse.com or 01738 340826.

Before commencing employment with SSE, you'll be required to fully complete our pre-employment screening process.

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