Salary - Is from £44560 + annual bonus & benefits
Location - Permanent (Full time 36 hours per week)
Office Attendance - Our roles are hybrid; however, you should be able to travel to our Glasgow and Edinburgh offices when required.
Closing Date - Applications close 7th July 2025 at 5pm
A chance to thrive
We’re looking for a Contact Technology Analyst to our Contact Technology team at Tesco Bank, part of Barclays Bank UK Plc.
* Developing, maintaining and consulting on the IVR to provide the optimal IVR journey for the customer and enable detailed customer journey tracking for MI requirements
* Configuring, auditing and delivering changes to Call Centre technology
* Innovating change to drive agility and digital capability for the future of the business through external benchmarking and knowledge of Contact Technology from trends and developments both within Financial Services and across industries Supporting maintenance and creation of accurate role-based access controls and user access privileges Contributing to the delivery of the change life cycle for strategical and tactical initiatives
* Supporting the Business Continuity framework that provides operational resilience in line with company policy
* Ensure processes are carried out in line with Risk and Control framework and that results of control checking are carried out correctly. Results are reported in line with framework.
* I collect, analyse and trace business and technical requirements through change life cycle and ensure they are met
What you’ll be doing
Key roles and responsibilities (max 6 bullet points)
· Communication
· Influencing
· Analysing
· Networking
· Supporting
· Troubleshooting
We need you to have a background in Telephony and IVR
· Comprehensive knowledge of telephony routing
· Understanding of Contact Centres
· Extensive knowledge of WFO and telephony tools
· Proven record in configuring IVR Platforms
And if you have any of these, even better
* Ability to identify opportunities to drive business and process improvements
* Strong knowledge of Contact Centre telephony
* Excellent organisational skills
We don’t expect you to tick every box, and if you feel you hit most of the brief, it’s worth exploring to further develop your career here with us.
What’s in it for you
* Prepare for your retirement with our colleague pension scheme.
* Private Medical Insurance (WL2+) and virtual GP Service 365 days a year.
* Performance related annual bonus.
* Indulge in a generous holiday allowance with a minimum of 7.2 weeks, with the opportunity to buy more.
* Embrace the benefits of our Colleague Clubcard, enjoy a 10% discount that increase to 15% every payday (worth up to 2K). As an added perk, we’ll give you a second card to share with someone else.
* Benefit from our family-oriented initiatives, encompassing enhanced maternity leave pay, a shared parental leave policy, and a generous paid paternity leave.
* A place to get on - take advantage of our ongoing learning opportunities and training, to help you achieve the job and career you want.
Everyone’s welcome
We want all our colleagues to always feel welcome and be themselves at Tesco Bank, part of Barclays Bank UK Plc. We’re committed to building a more inclusive workplace and celebrating everything that makes colleagues unique, and value the richness and diversity this brings to our business. A more diverse business helps us deliver on our purpose to serve our customers, communities, and planet a little better every day.
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