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Job Description

We are now searching for a mid-level product centric iOS engineer to help us on our mission of striving to make investing easier for all. We like winning awards and we want you to help delight our users by creating award winning apps. You will put users at the forefront of the way you think and be passionate about great user experience and user interface design. You will be able to deliver tested, resilient and performant code against a fast paced environment. Your role will be pivotal in helping us achieve our mission by developing, shaping and iterating our customer facing iOS applications.

You will be working on a product that will help shape the way that people invest in order to secure their future financial wellbeing. Working in a small highly focused mobile application development team you will be responsible for delivering against key company goals not just a set of features. You will have the opportunity to impact and shape the way we build products.

Working in a small agile team will allow you to be both nimble whilst at the same time delivering value to the business. Our focus is on individuals and delivery rather than ceremonies and complex process.

One of the Sunday Times Best 100 Best Companies to work for, AJ Bell is an award winning financial services business redefining how people invest.

What will your key responsibilities be? 

• Translate designs and wireframes into high quality code and beautiful products.
• Design, build and maintain high performance, reusable, and reliable Swift and Objective-C code.
• Ensure and strive for the best possible performance, quality, and responsiveness of the application.
• Identify and correct bottlenecks and fix bugs.
• Help maintain code quality, organisation, and automation.
• Work collaboratively alongside other engineers and developers working on different layers of infrastructure.

About you: 

• 2/3 years’ experience in native mobile development.
• Experience in developing consumer facing, high-performance iOS applications using Swift and Objective-C.
• Strong knowledge of iOS SDK and all of its components.
• Understanding of design patterns & SOLID principles.
• Familiarity with RESTful APIs to connect iOS applications to back-end services.
• Knowledge of the open-source iOS ecosystem and the libraries available for common tasks.
• Knowledge of Kotlin Multiplatform advantageous
• Ability to understand business requirements and translate them into technical requirements.
• Understanding of iOS design principles and interface guidelines.
• Proficient understanding of code versioning tools, such as Git.

About us:

AJ Bell is one of the fastest-growing investment platform businesses in the UK offering an award-winning range of solutions that caters for everyone, from professional financial advisers, to DIY investors with little to no experience. We have over 528,000 customers using our award-winning platform propositions to manage assets totalling more than £83.7 billion. Our customers trust us with their investments, and by continuously striving to make investing easier, we aim to help even more people take control of their financial futures.

Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company.

Headquartered in Manchester with offices in central London and Bristol, we now have over 1,400 employees and have been named one of the UK's 'Best 100 Companies to Work For’ for six consecutive years.

Our perks and benefits:

• Starting holiday entitlement of 25 days, increasing up to 31 days with length of service
• Holiday buy and sell scheme
• A choice of pension schemes with matched contributions up to 6%
• Discretionary bonus scheme
• Annual free share awards scheme
• Buy As You Earn (BAYE) Scheme
• Health Cash Plan – provided by Medicash
• Discounted private healthcare scheme and dental plan
• Free gym membership
• Employee Assistance Programme
• Bike loan scheme
• Sick pay+ pledge
• Enhanced maternity, paternity, and shared parental leave
• Loans for travel season tickets
• Death in service scheme
• Dedicated time for proof-of-concepts and assessing new tech
• Support to attend conferences, events, and meet-ups
• Paid time off for volunteer work
• Charitable giving opportunities through salary sacrifice
• Calendar of social events, including monthly payday drinks, annual Christmas party, summer party and much more
• Personal development programmes built around you and your career goals, including access to personal skills workshops
• Ongoing technical training
• Professional qualification support
• Talent management programmes
• Peer recognition scheme, with rewards including restaurant and shopping vouchers or time off
• Monthly leadership breakfasts and lunches
• Casual dress code
• Access to a range of benefits from our sponsorship deals

Hybrid working:

At AJ Bell, our people are the heart of our culture. We believe in building strong connections by working together. That's why we offer a hybrid working model, where you’ll spend a minimum of 50% of your working time per month in the office. For new team members, an initial period will be full-time in the office to help you immerse yourself in our business and build valuable relationships with your colleagues.

AJ Bell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and all employees are empowered to bring their whole self to work.

We do not discriminate on the basis of race, sex, gender identity, sexual orientation, age, pregnancy, religion, physical and mental disability, marital status and any other characteristics protected by the Equality Act 2010. All decisions to hire are based on qualifications, merit and business need.

If you like the sound of the above, or just want to know more about the company and the role, we'd love to speak to you.

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Job Description

Publift are developing a mobile monetisation SDK to replicate the success we've had with monetising web traffic. As a Senior Mobile Engineer, you will be a key contributor in the development of our SDK as we expand into the market.

This is an exciting role, which will include:

• Cross-platform development using Kotlin, Swift and Kotlin Multiplatform
• A considerable R&D effort as we re-use optimisation strategies from our web product, and invent new ones suitable for the mobile ecosystem
• Integrate mobile and native advertising technologies, so that our clients can trust us to provide a top-notch SDK that supports a wide range of devices and ad formats

Qualifications

The following in either Android or iOS:

• Strong experience in app development. both iOS & Android are preferred, but we are ready to train someone who is keen to learn.
• Experience debugging low-level platform or performance issues
• Experience integrating 3rd-party libraries/SDKs
• Experience with mobile advertising would be beneficial
• Experience with build chain tools and CI/automation
• Positive, pro-active and team-oriented attitude
• Enthusiastic, can-do attitude towards solving problems and supporting our clients

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Job Description

The Critical Incident and Escalation Director is responsible for leading the organization's response to high-impact incidents and managing escalations to ensure swift resolution and minimal disruption to operations. This role involves developing and implementing incident management strategies, coordinating with various stakeholders, and overseeing the escalation process to address and resolve complex issues effectively.

Key Responsibilities:

1. Incident Management:
   • Lead and coordinate the response to critical incidents, including product or vendor outages, security breaches, and other major disruptions.
   • Develop and implement incident management processes, procedures, and best practices to ensure timely and effective resolution.
   • Conduct post-incident reviews to identify root causes, document lessons learned and recommend improvements.
2. Escalation Management:
   • Oversee the escalation process for unresolved or complex issues, ensuring they are addressed promptly and effectively.
   • Collaborate with senior leadership and cross-functional teams to manage high-priority escalations and ensure proper communication.
3. Strategy and Planning:
   • Develop and maintain incident response and escalation plans, including crisis communication strategies and recovery plans.
   • Analyze incident trends and escalate patterns to identify areas for improvement and implement preventive measures.
4. Stakeholder Communication:
   • Serve as the primary point of contact for critical incidents and escalations, providing timely updates and information to stakeholders, including senior leaders, DLT, and internal and external customers. 
   • Coordinate with internal teams, external vendors, as needed to manage incidents and escalations.
5. Program Leadership:
   • Lead process and protocol for Technical Support Engineers and leaders involved in a critical incident by providing guidance, training, and support.
   • Foster a culture of continuous improvement and accountability within the incident management and escalation teams.
6. Compliance and Reporting:
   • Ensure that incident and escalation management practices comply with relevant regulations, standards, and organizational policies.
   • Prepare and present incident and escalation reports to senior management, highlighting key metrics, trends, and areas for improvement.

Qualifications

Minimum Qualifications:

• Bachelor’s degree in information technology, Business Administration, or a related field (Master's degree preferred).
• 4+ years of experience in incident management, escalation management, or a related field.
• 4+ years of experience with IT systems, infrastructure, and operations.
• 4+ years of experience with incident management tools and frameworks (e.g., ITIL, NIST).
• 4+ years of leadership experience.

Preferred Qualifications:

• Effective communication and interpersonal skills, with the ability to manage stakeholder expectations and coordinate across teams.
• Excellent problem-solving, analytical, and decision-making skills.
• Certifications in incident management or related areas (e.g., ITIL, CISSP).
• Experience in a similar role within a large, complex organization.
• Familiarity with regulatory requirements and compliance standards relevant to the industry.

Working Conditions:

• Full-time position with occasional on-call availability for critical incidents.
• May require travel or extended hours during major incidents or crises.

This role can work in a Hybrid work model from Detroit or Denver regional office

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Job Description

Square’s purpose is economic empowerment; since our beginning, we have been helping sellers start and manage their own businesses. The Checkout team at Square has a mission to help sellers make and close sales anywhere and anyhow buyers want to buy. We make this possible by building a shared client checkout platform for all of Square’s checkout experiences.

We’re looking for a resourceful and curious Lead Engineer for Square’s iOS Checkout team. The iOS Checkout team and its partner Android team together provide Sellers large and small around the world with a simple, seamless checkout experience that works both on and offline. 

As a technical leader on the Checkout iOS team, you will design, write, and review critical and complex code to move the Checkout engineering and product roadmap forward, while coordinating and guiding junior engineers to do the same. You’ll partner closely with mobile and API peers on teams across the company as they take on larger initiatives that include Checkout. You’ll work with cross-functional Product and Design partners to design and build features that robustly serve elegant user experience to Square sellers and buyers around the world.

You will:

• Lead the engineers on the team to create effective technical systems, write solid code, and develop sensible tests

• Leverage your iOS expertise to build complex solutions that meet our sellers’ challenges

• Represent the team in architectural discussions and stakeholder conversations, serving as a bridge between our team and the broader organization.

• Help shape the future of our codebase by building flexible, extendable, and reusable components.

• Foster a culture of engineering excellence and mentor engineers of all experience levels.

• Hold yourself and your teammates to the highest standard of engineering excellence, with unwavering attention to product reliability.

• Work with product managers, designers, and data scientists to shape the future of the Cart Platform at Square.

• Help contribute to a culture of positivity, psychological safety, and inclusivity within the team.

Qualifications

You have:

• 8+ years of iOS software engineering experience, developing scalable production software and an excellent command of engineering fundamentals.

• Proficiency in Swift and/or Objective-C.

• Proficiency in native iOS development using standard tools and frameworks.

• Experience working in complex technical projects, e.g. cross-team programs.

• An ability to lead and mentor software engineers to deliver solutions while fostering growth.

• A passion for building mobile products at all levels – from the low-level architectural decisions to the individual pixels.

• A desire to build products that our merchants will depend on every day to run their business.

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Job Description

Brightspeed is looking for a Vendor Performance Consultant, Advanced Support to join our team! The Vendor Performance Consultant at Brightspeed plays a pivotal role in driving our organization’s continuous evolution and excellence in Channel Operations and Advanced Support. This role is instrumental in aligning operational strategies with the company’s overarching goals to sustain and enhance operational efficiency, staff productivity, and customer satisfaction.  

As A Vendor Performance Consultant, Your Responsibilities Will Include: 

• Supports execution aspects of contact centers that support Brightspeed’s Contact Center vertical in Advanced Support 
• Manage vendor team execution of outage board, complex voice and data troubleshooting and provisioning, DMCA, law enforcement support, duplicate credentials usage violations, transition support, customer notifications, and research. 
• Manages staff of internal individual contributors. 
• Serve as a primary liaison between the company and the vendor. 
• Facilitate optimal usage and improvements to systems and processes with the vendor, identifying and addressing potential bottlenecks or gaps.  
• Manages daily operations and ensures the centers' long-term strategic success.  
• Manages internal and vendor performance of work assigned via case and task management, offline work, phone, chat, email, or SMS. 
• Develop strategies for improved business performance and lead efforts to implement. 
• Facilitate and maintain relationships between Brightspeed and Vendor partners.  

Impact: 

Vendor Relationship Management: 

• Maintain strong relationships with external suppliers. This role involves performance evaluation, and observation to ensure productive and efficient vendor partnerships. 
• Develop and implement a comprehensive coaching program aimed at elevating the skills and performance of vendor-managed teams.  
• Regularly inspect performance and coaching sessions, providing feedback and strategies for improvement to ensure high-quality customer interactions.  

Customer Service Strategy Execution: 

• Collaborate with management to understand customer service targets and objectives. 
• Translate customer service strategies into actionable plans for vendor teams, ensuring alignment with organizational goals. 
• Monitor and track customer service performance metrics, providing regular updates and insights to stakeholders. Measurements to include, but not limited to Offline Work Productivity, ASA, Days to Close, Customer Satisfaction (CSAT), First Contact Resolution (FCR), Transfer Rate, and Billing Adjustments.  

Service Assurance Strategy Execution: 

• Collaborate with management teams to understand service assurance targets and objectives. 
• Translate service assurance strategies into actionable plans for vendor teams, ensuring alignment with organizational goals. 
• Monitor and track service assurance performance metrics, providing regular updates and insights to stakeholders. Measurements to include, but not limited to Dispatch Rate, Non-productive Dispatch Rate, Modem Replacements, provisioning and troubleshooting compliance. 

Knowledge Transfer Specialist:  

• Facilitate the transfer of organizational knowledge and best practices to the vendor, ensuring consistency and quality in customer service delivery.  
• Design and conduct workshops and training sessions to address identified areas for performance enhancement.  

Analytics and Business Analysis:  

• Analyze performance data to identify trends, opportunities for efficiency gains, and areas requiring intervention.  
• Collaborate closely with the vendor to implement strategies for saving resources and optimizing operational performance.  
• Proactively identify potential problems, provide alternative solutions, and execute decisions with the big picture and long-term effects in mind. 

Quality Assurance, Compliance, and Audit:  

• Establish quality assurance protocols and standards to ensure consistent delivery of high-quality Technical Support interactions. 
• Conduct regular audits, certify coaching practices, and ensure adherence to established standards of quality and efficiency.  
• Ensure compliance with regulatory requirements and company policies in all service and support activities 

Performance Optimization and Outlier Management:  

• Identify outliers in performance metrics and devise targeted strategies for improvement, including specialized huddles or training sessions.  
• Collaborate with the vendor to adjust workflows or processes as needed to manage and improve overall performance.  

Other Responsibilities: 

• Regularly report to management on the status of activities, performance metrics, and outcomes of enhancement initiatives.  
• Provide strategic recommendations based on data analysis and performance trends to continuously improve service delivery.  
• Manage escalated customer issues and ensuring swift resolution by clearly defining problem statements, while assessing the frequency and impact to the business. 
• Function as escalation point, sometimes after hours, when standard processes are not meeting customer expectations. 
• The above statements describe the general nature and level of work performed and are not intended to be an exhaustive list of all responsibilities, duties and skills required. 

Qualifications

What It Takes To Catch Our Eye:

• 3 years of experience managing, leading, and supporting contact centers and BPO vendor management organizations.  
• Proven experience in performance coaching, analytics, or a related field, preferably within a customer service environment.  
• Experience developing implementing and tracking KPIs.  
• Ability to make decisions and solve problems while working under pressure 
• Knowledge of key elements that comprise the end-to-end customer experience.  
• Strong customer focus and proven customer advocacy.  
• Experience in quality assurance and performance evaluation.  
• Ability to prioritize and organize effectively.  
• Proven history of developing staff and maintaining a high standard of employee relations.  
• Strong leadership ability and change management expertise 
• Ability to foster teamwork and build a strong culture of collaboration with internal teams and external vendors.  
• Excellent verbal and written communication and facilitation skills, capable of collaborating with our training team to deliver impactful training sessions and workshops.  
• Ability to document, prepare and present data-driven presentations.  
• Proficient in data analysis tools and customer service platforms 
• Proficient in Microsoft applications (e.g., PowerPoint, Word, Outlook, Excel, Teams)   
• Ability to use personal computer and software.  
• Knowledge of broadband products and services.  
• Prior knowledge of and leadership experience within Technical or Advanced Support  
• Remote work from home 
• Supports a 24x7 operation – nights and weekends as needed 

Bonus Points For: 

• Workforce Management Experience 
• Internet, ISP, Telco, or Cable industry experience  

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Job Description

iOS Engineer

A Native Mobile Application Developer passionate about advancing mobility to construct elegant, effective and exceptional native mobile code, through self-motivation and collaboration. 

Responsibilities

• Strategize by helping define product features alongside product management, UX design, and engineering to enable quality home health solutions.
• Work in an agile atmosphere to drive the system architecture, implement, test and deploy the next generation of mobile features for iOS applications.
• Spearhead the best practices in progressive code design and reviews; identify and address performance bottlenecks; recommend changes and enhancements to existing code to extend the reach of existing applications, timely.
• Contribute to a repository of highly reusable organization-focused artefacts such as libraries, demonstrations, documentation amongst many more.

Qualifications

• Bachelors or Master’s degree in Computer Science, Engineering (or related field)   
• Experience building complex native iOS applications that have been successfully delivered to customers
• Involvement in publishing mobile applications for the App store 
• Proficient with iOS SDK, Swift, Objective-C, Cocoa, Xcode, and OO programming and design.
• Noteworthy experience utilizing RESTful APIs.  
• Functional knowledge of the iOS Human Interface Guidelines.
• Knowledge of professional software engineering practices and best practices for the full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations
• Ability to take a project feature from scoping requirements through actual launch of the feature.
• Excellent analytical, organizational, project management and time management skills with emphasis on product performance, user experience and scalability.
• Ability to solve software problem or workflow and decompose a problem into clear software APIs and UX design actions.
• Communication skills across different teams and technical backgrounds highly valued
• Experience with third-party libraries/frameworks like Realm, IGListKit, Alamofire and Firebase is a plus

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The Travel Reservations Agent needs to be a dedicated, motivated, and service-oriented individual to join our esteemed team. As a Travel Agent, you will immerse yourself in the realm of opulent travel, high end dining, VIP events and assist our discerning clients in curating their ideal itineraries. Our team of lifestyle managers builds bespoke travel itineraries and fulfils requests for exquisite dining experiences and entertainment, such as securing reservations at the world's finest restaurants and arranging tickets for best-selling shows, concerts, and events. If you possess a talent for service, an ambition for success, and an insatiable passion for the finer aspects of life, then this is the ideal position for you! Your exceptional customer service skills, adeptness in utilizing travel research tools, and unwavering enthusiasm for travel and entertainment will result in unparalleled member satisfaction, substantial sales revenue, and repeated utilization of Ten for travel and other types of requests across the organization.

Serve our members primarily by telephone and email to fulfill their requests and offer suggestions to enhance their experience. Provide quotes via our CRM system by email for the members. Handle all communication between suppliers needed to obtain the quotes/information and review the details of all quotations provided to you, before providing them to the member.

• Fully explore and understand each member’s requirements and use your superb knowledge of local suppliers to propose options that perfectly suit the brief.

• Offer the best value and competitive prices

• Use your commercial judgment to secure maximum supplier revenue without compromising the member’s wishes.

• Offer options to the member where this is the best choice for them for reasons of availability, price or suitability even if Ten will not earn supplier commission on the booking

• Complete jobs in response to briefs from members taken by colleagues allocated to your home page

• Follow up on your quotes to maximize the conversion of requests to bookings.

• Create complex “high touch” itineraries for our VIP and other high net worth members.

• To investigate opportunities to add value beyond the regular request and exceed the members’ expectations. 

• Ensure members are made aware verbally and in writing before booking of all supplier terms and conditions and consumer protections

• Handle all member payments (if applicable) and arrange supplier payment through our finance team when required.

• Have the ability to work on multiple requests and sourcing options from various suppliers according to the member’s needs.

• Promote the wider Ten business to our members and suggest/take briefs for other teams in the business

• Resolve customer care/escalation issues related to jobs you have carried out for members.

• Follow up with the members to see if they are ready for their adventure and answer any questions they may have • Work alongside the Global Teams to ensure that members travelling to any region of the world receive an exceptional service in country, making for a world class experience in concierge.

• To demonstrate you can confidently negotiate with suppliers to deliver the best possible service to our members • Contribute to Ten’s supplier relationship procurement, by helping to maintain and build new relationships with vendors. Thus, ensuring continuous growth of our services, by collaborating with the global teams and ensuring the specific region is developing and is profitable. Must meet all published targets for your role including being present, on time, available and completing your scheduled shift. Take comprehensive and accurate briefs according to published processes via the phone and/or email directly from members, agreeing realistic response times in line with company targets, and respond yourself or allocate to the correct team homepage. To manage and meet competing deadlines, while setting expectations with members and ensuring continued communication with them. To accomplish these targets, you will collaborate with our affiliated suppliers and our preferred selection of hotels, restaurants, and other suppliers.

• Logging in to the telephony system and be ready to take phone and email briefs from members for any team in the business.

• Correctly notate brief in Ten systems according to published process

• Ensure that Ten meets Service Level Agreement targets for our corporate clients

• To keep up to date on administration and research relating to members requests on CRM in a timely manner.

• To ensure that requests that could have commissions available are processed and invoices are produced.

• To record feedback in order to continually drive high levels of member satisfaction and service enhancements

• To assist in customer care/escalations where necessary to deliver swift and effective resolution and minimize any negative impact/turn any negative impact into positive.

• Close jobs and issue invoices to suppliers promptly in line with contract arrangements to maximize cash flow for the business.

• Provide feedback to Team Leader and/or the relevant Supplier Manager with any service level issues regarding particular suppliers, and where you identify alternatives to existing suppliers or a possible need for new suppliers.

• Meet monthly KPI’s on Sales, NPS and Efficiency. • You must meet goals in a fast-paced environment where deadlines are ever-present.

• One to two years combination of travel booking experience required. This can be booking hotels, airline or any other professional travel booking experience.
• Travel industry knowledge required. This may come from schooling, professional experience or personal experience having travelled heavily internationally.
• Six months to a year of Dining and/or Entertainment background is required.
• Experience in a retail /call centre Travel environment
• GDS experience preferred but not mandatory.
• Need proven experience with quick problem solving and resourcefulness in previous employment.
• Comprehensive knowledge of Office Word, MS Outlook. No training is provided for this. •
• Excellent English language skills, both written and spoken. Must be able to book reservations in English without error.
• Must write grammatically correct and error free American English.
• Required to commit to scheduled shift. This will include night shift and weekends.
• Must be able to commute to the office.
• Commitment to supporting the delivery of Ten’s environmental, social and governance goals, and promoting policy adherence

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

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Job Description

We're now searching for an iOS lead developer to work in a product centric role to help us on our mission of striving to make investing easier for all.

We like winning awards, and we want you to help delight our users by creating award winning apps.

You will put users at the forefront of the way you think and be passionate about great user experience and user interface design. You will be able to deliver tested, resilient, and performant code against a fast-paced environment.

Your role will be pivotal in helping us achieve our mission by developing, shaping, and iterating our customer facing iOS applications.

What does the job involve?

• Lead and engage a strong iOS development team to push our mobile platform forward to the next level.
• Support on improving our modularised/frameworks between our internal iOS development projects.
• Understand and improve our CI/CD pipelines from development through to release.
• Translate designs and wireframes into high quality code and beautiful products.
• Design, build and maintain high performance, reusable, and reliable SwiftUI, Swift and Objective-C code.
• Ensure and strive for the best possible performance, quality, and responsiveness of the application.
• Identify and correct bottlenecks and fix bugs.
• Help maintain code quality, organisation, and automation.
• Help build improved collaboration between our iOS and Android development teams.
• Work collaboratively alongside other engineers and developers working on different layers of infrastructure.
• Ensure that all duties are carried out with the aim of protecting customers and improving customer experience.
• Supporting and enabling the business to achieve its regulatory requirements, including consumer duty.

Competence, Knowledge and Skills

• Strong commercial experience in native mobile development
• Experience in developing consumer facing, high-performance iOS applications using SwiftUI, Swift and Objective-C
• Strong knowledge of iOS SDK and all of its components
• Understanding of design patterns & SOLID principles
• Strong knowledge with RESTful APIs to connect iOS applications to back-end services
• Knowledge of the open-source iOS ecosystem and the libraries available for common tasks
• Knowledge of Kotlin
• Ability to understand business requirements and translate them into technical requirements
• Understanding of iOS design principles and interface guidelines
• Proficient understanding of code versioning tools, such as Git

About us:

AJ Bell is one of the fastest-growing investment platform businesses in the UK offering an award-winning range of solutions that caters for everyone, from professional financial advisers, to DIY investors with little to no experience. We have over 528,000 customers using our award-winning platform propositions to manage assets totalling more than £83.7 billion. Our customers trust us with their investments, and by continuously striving to make investing easier, we aim to help even more people take control of their financial futures.

Having listed on the Main Market of the London Stock Exchange in December 2018, AJ Bell is now a FTSE 250 company.

Headquartered in Manchester with offices in central London and Bristol, we now have over 1,400 employees and have been named one of the UK's 'Best 100 Companies to Work For’ for six consecutive years.

At AJ Bell you can expect a friendly working environment with a strong sense of teamwork, we have a great sense of pride in what we do, and this is reflected in our guiding principles.

What we offer:

• Starting salary £80,000 - £95,000k (DOE)
• Starting holiday entitlement of 26, increasing up to 31 days with length of service
• Holiday buy and sell scheme
• A choice of pension schemes with matched contributions up to 7%
• Discretionary bonus scheme
• Annual free share awards scheme
• Buy As You Earn (BAYE) Scheme
• Health Cash Plan – provided by Medicash
• Discounted private healthcare scheme and dental plan
• Free gym membership
• Employee Assistance Programme
• Bike loan scheme
• Sick pay+ pledge
• Enhanced maternity, paternity, and shared parental leave
• Loans for travel season tickets
• Death in service scheme
• Paid time off for volunteer work
• Charitable giving opportunities through salary sacrifice
• Calendar of social events, including monthly payday drinks, annual Christmas party, summer party and much more
• Personal development programmes built around you and your career goals, including access to personal skills workshops
• Ongoing technical training
• Professional qualification support
• Talent management programmes
• Peer recognition scheme, with rewards including restaurant and shopping vouchers or time off
• Monthly leadership breakfasts and lunches
• Casual dress code
• Access to a range of benefits from our sponsorship deals

Hybrid working:

At AJ Bell, our people are the heart of our culture. We believe in building strong connections by working together. That's why we offer a hybrid working model, where you’ll spend a minimum of 50% of your working time per month in the office. For new team members, an initial period will be full-time in the office to help you immerse yourself in our business and build valuable relationships with your colleagues.

AJ Bell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and all employees are empowered to bring their whole self to work.

We do not discriminate on the basis of race, sex, gender identity, sexual orientation, age, pregnancy, religion, physical and mental disability, marital status and any other characteristics protected by the Equality Act 2010. All decisions to hire are based on qualifications, merit and business need.

If you like the sound of the above, or just want to know more about the company and the role, we'd love to speak to you.

Qualifications

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Job Description

We are currently looking for a Manager, Vendor Management - Partner Support to join our growing team. In this position, you will lead all execution aspects of Vendor Contact Center teams supporting Acquisition Partner efforts and Support programs for Legacy Products and Brightspeed Fiber. You will execute inbound and outbound strategies to optimize customer engagement via phone, live chat, task, case, and SMS. You will facilitate efficiency and production to target in programs such as Partner Acquisition Programs, Order Support, Order Audit, Reward and Referral Programs, Directory Listings, compliance functions such as Third-Party Verification, Address Qualification, and Ad-Hoc or Change Management efforts. 

In this position, you will report directly to the Director, Customer Contact Centers.

As a Manager, Vendor Management - Partner Support, your duties and responsibilities will include:

• Responsible for contact centers service excellence in day-to-day operations along with training, growth, and development for one or more of Brightspeed’s Contact Center verticals
• Oversees and optimizes relationships with internal staff, including Door to Door Management, Acquisition Partners, Shared Services, IT, Marketing, Training, and others
• Oversees and optimize relationships with external suppliers. This role involves strategic planning, negotiation, and performance evaluation to ensure efficient and cost-effective vendor partnerships
• Responsibilities include team management, vendor management, ensuring high-quality customer interactions, service level delivery, driving acquisition, care, and retention targets, and fostering a customer-centric culture
• Stakeholder communication including to senior leadership, including regular reporting on team performance and strategic initiatives, is also a key aspect
• This role requires a dynamic leader capable of driving results, improving processes, problem solving, and maintaining a customer-centric focus within the Channel Operations environment
• Monitor key performance indicators (KPI’s) and attainment to campaign goals
• Creating business plans to address deficiencies while driving continuous incremental improvement
• Develop and implement sales, retention, and customer services strategies, optimizing processes to enhance efficiency, and collaborating with cross-functional teams
• Responsible for the delivery performance metrics, staff training, and maintaining a positive work environment
• Analyze customer feedback, identify trends, and implement improvements to enhance the overall customer satisfaction and achieve business goals
• Participates in budget planning, resource allocation, and cost management
• This role demands a balance between strategic thinking and vision, effective communication, hands-on leadership with a deep understanding of sales execution and attribution, offline workflows, customer service, and retention dynamics in a contact center environment
• Collaborates with internal and external partners to strengthen relationships and identify opportunities for business growth. Continuous improvement initiatives, such as feedback loops and process refinements, are integral to optimizing service quality
• Responsible for fostering a collaborative and inclusive team culture. This involves mentoring, developing, and implementing recognition programs
• Manage the adoption of new technologies, systems, and customer contact tools. Partners with Shared Service & IT teams to leverage tools and guide platform changes and improvements
• Crisis management skills are crucial for handling escalated customer issues and ensuring swift resolution by clearly defining problem statements, while assessing the frequency and impact to the business
• Function as escalation point, sometimes after hours, when standard processes are not meeting customer expectations

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Bachelor’s Degree or equivalent experience
• 5+ of experience leading and or managing a team
• 3+ years of experience managing, leading, and supporting contact centers and BPO vendor management organizations
• Experience developing and implementing contact center and/or channel performance improvement strategies
• Ability to identify business challenges and provide operationally acceptable solutions
• Highly organized and professional, with the ability to prioritize and manage multiple tasks simultaneously
• Experience improving sales, customer experience and service strategies
• Experience developing implementing and tracking KPIs
• Strong customer focus and proven customer advocacy
• Knowledge of key elements that comprise the end-to-end customer experience
• Ability to communicate orally and in writing, in a clear and straightforward manner
• Ability to document, prepare and present data-driven presentations
• Ability to make decisions and solve problems while working under pressure
• Ability to prioritize and organize effectively
• Proven track record of developing staff and maintaining a high standard of employee relations
• Knowledge of broadband products and service
• Strong business planning and forecasting skills
• Strong leadership ability
• Ability to serve as a visionary and think strategically
• Ability to lead large change initiatives
• Ability to foster teamwork and build a strong culture of collaboration
• Proficient in Microsoft applications (e.g., PowerPoint, Word, Outlook, Excel, Teams) 
• Additional systems knowledge with case management, task management, IVR systems, ordering systems, agent CRM, customer service and technical support solutions 

BONUS POINTS FOR:

• Master’s Degree
• Workforce Management Experience
• Internet, ISP, Telco, or Cable industry experience preferred

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