Customer Support

• Act as the primary operations liaison for contact centre system enhancements, upgrades, and wider operational change initiatives
• Support the design, testing, and implementation of operational and contact centre changes
• Co-ordinate operational readiness activities for changes being released where required
• Gather, document, and translate business requirements into actionable changes for technology teams
• Coordinate UAT (User Acceptance Testing), ensuring defects and issues are logged, tracked, and resolved
• Collaborate with product support teams across the business to identify and prioritise changes
• Partner with delivery management where appropriate, ensuring operational readiness for changes
• Provide day-to-day operational support for system queries and incidents raised by the contact centre
• Represent operations at change governance forums, providing updates on operational and contact centre change requirements

Product Operations Support Specialist

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