As a Lead Technical Architect, you'll join DWP Digital's Digital Channels team, leading the architecture design behind our Digital Channels Contact Centre (DC3). This is a critical transformation programme moving from traditional voice-based services to a fully integrated omni-channel contact centre. You'll operate at the highest level of architecture leadership - shaping strategy, influencing senior stakeholders, and guiding the design of complex solutions across cloud, on-premise and hybrid environments. Your work will directly impact how citizens interact with vital public services, improving accessibility, efficiency and user experience at a national scale. This is a high-impact role where you'll define technical direction, govern architecture decisions and inspire teams across DWP Digital, driving one of the most significant digital transformations in government. What skills, knowledge and experience will you need? You can design complex technical systems across cloud, on-premise and hybrid environments, covering security, networking, data and integrations You use architecture principles, patterns and standards to guide decisions and create clear, consistent designs You've worked with delivery teams throughout the full lifecycle, from early concept through to live services, across agile, waterfall or blended approaches You can translate business needs into clear technical solutions and explain decisions so stakeholders understand and trust them You understand modern contact centre platforms and how they support multi-channel services and integrated customer journeys You can design end-to-end contact centre solutions, including call routing, customer journeys, agent workflows, and scalable/high-availability environments You have experience with telephony and contact centre technologies (such as Cisco, Avaya, Genesys, Amazon Connect or NICE CXone), including VoIP, IVR, CTI and ACD You understand AI and automation in contact centres, including conversational IVR, NLP, chatbots, speech analytics, real-time agent support, and WFM/WFO tooling You and your role As a Lead Technical Architect, you'll lead the design and evolution of DWP's next-generation contact centre platform. You'll drive the shift from traditional telephony to a fully integrated omni-channel environment, enabling seamless journeys across voice, chat and digital services. This includes designing conversational IVR and integrating AI-driven capabilities such as natural language processing and virtual agents - while ensuring services remain resilient, secure and scalable. You'll work across organisational boundaries to translate business needs into clear technical designs, guiding delivery from early concept through to live service and continuous improvement. You'll also own architecture governance, ensuring solutions align with strategy and long-term goals. Whether defining roadmaps, managing technical risk or identifying opportunities for innovation, you'll play a key role in shaping consistent, high-quality outcomes. Beyond delivery, you'll support and mentor other architects, sharing best practice and helping raise standards across the architecture community. Details. Wages. Perks. Location: You'll join us in one of our brilliant digital hubs in Blackpool, Birmingham, Leeds, Manchester, Newcastle or Sheffield, whichever is most convenient for you. Hybrid Working: We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub. Pay: We offer pay up to £99,836. That's £75,026 salary plus a Government Digital and Data Allowance of up to £24,810 subject to our assessment of your capability at interview. Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £16,786 per year. Holidays: A generous leave package starting at 26 days rising to 31 days over time. You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays. We have a broad benefits package built around your work-life balance which includes: Flexible working including flexible hours and flex-friendly policies Time off volunteering and charitable giving Bring your authentic self to work with 'I Can Be Me in DWP' Discounts and savings on shopping, fun days out and more Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference Sports and social activities Professional development, coaching, mentoring and career progression opportunities. And we have an award-winning environment and culture: DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards Diverse and Inclusive Leadership at Digital Leaders Awards 2024 Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025 Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards Process: We know your time is valuable so our application and selection process is just two stages: Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through. Interview: a two stage interview online. Click APPLY for more information and to start your application.
Jun 12, 2026
Full time
As a Lead Technical Architect, you'll join DWP Digital's Digital Channels team, leading the architecture design behind our Digital Channels Contact Centre (DC3). This is a critical transformation programme moving from traditional voice-based services to a fully integrated omni-channel contact centre. You'll operate at the highest level of architecture leadership - shaping strategy, influencing senior stakeholders, and guiding the design of complex solutions across cloud, on-premise and hybrid environments. Your work will directly impact how citizens interact with vital public services, improving accessibility, efficiency and user experience at a national scale. This is a high-impact role where you'll define technical direction, govern architecture decisions and inspire teams across DWP Digital, driving one of the most significant digital transformations in government. What skills, knowledge and experience will you need? You can design complex technical systems across cloud, on-premise and hybrid environments, covering security, networking, data and integrations You use architecture principles, patterns and standards to guide decisions and create clear, consistent designs You've worked with delivery teams throughout the full lifecycle, from early concept through to live services, across agile, waterfall or blended approaches You can translate business needs into clear technical solutions and explain decisions so stakeholders understand and trust them You understand modern contact centre platforms and how they support multi-channel services and integrated customer journeys You can design end-to-end contact centre solutions, including call routing, customer journeys, agent workflows, and scalable/high-availability environments You have experience with telephony and contact centre technologies (such as Cisco, Avaya, Genesys, Amazon Connect or NICE CXone), including VoIP, IVR, CTI and ACD You understand AI and automation in contact centres, including conversational IVR, NLP, chatbots, speech analytics, real-time agent support, and WFM/WFO tooling You and your role As a Lead Technical Architect, you'll lead the design and evolution of DWP's next-generation contact centre platform. You'll drive the shift from traditional telephony to a fully integrated omni-channel environment, enabling seamless journeys across voice, chat and digital services. This includes designing conversational IVR and integrating AI-driven capabilities such as natural language processing and virtual agents - while ensuring services remain resilient, secure and scalable. You'll work across organisational boundaries to translate business needs into clear technical designs, guiding delivery from early concept through to live service and continuous improvement. You'll also own architecture governance, ensuring solutions align with strategy and long-term goals. Whether defining roadmaps, managing technical risk or identifying opportunities for innovation, you'll play a key role in shaping consistent, high-quality outcomes. Beyond delivery, you'll support and mentor other architects, sharing best practice and helping raise standards across the architecture community. Details. Wages. Perks. Location: You'll join us in one of our brilliant digital hubs in Blackpool, Birmingham, Leeds, Manchester, Newcastle or Sheffield, whichever is most convenient for you. Hybrid Working: We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub. Pay: We offer pay up to £99,836. That's £75,026 salary plus a Government Digital and Data Allowance of up to £24,810 subject to our assessment of your capability at interview. Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £16,786 per year. Holidays: A generous leave package starting at 26 days rising to 31 days over time. You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays. We have a broad benefits package built around your work-life balance which includes: Flexible working including flexible hours and flex-friendly policies Time off volunteering and charitable giving Bring your authentic self to work with 'I Can Be Me in DWP' Discounts and savings on shopping, fun days out and more Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference Sports and social activities Professional development, coaching, mentoring and career progression opportunities. And we have an award-winning environment and culture: DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards Diverse and Inclusive Leadership at Digital Leaders Awards 2024 Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025 Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards Process: We know your time is valuable so our application and selection process is just two stages: Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through. Interview: a two stage interview online. Click APPLY for more information and to start your application.
As a Lead Technical Architect, you'll join DWP Digital's Digital Channels team, leading the architecture design behind our Digital Channels Contact Centre (DC3). This is a critical transformation programme moving from traditional voice-based services to a fully integrated omni-channel contact centre. You'll operate at the highest level of architecture leadership - shaping strategy, influencing senior stakeholders, and guiding the design of complex solutions across cloud, on-premise and hybrid environments. Your work will directly impact how citizens interact with vital public services, improving accessibility, efficiency and user experience at a national scale. This is a high-impact role where you'll define technical direction, govern architecture decisions and inspire teams across DWP Digital, driving one of the most significant digital transformations in government. What skills, knowledge and experience will you need? You can design complex technical systems across cloud, on-premise and hybrid environments, covering security, networking, data and integrations You use architecture principles, patterns and standards to guide decisions and create clear, consistent designs You've worked with delivery teams throughout the full lifecycle, from early concept through to live services, across agile, waterfall or blended approaches You can translate business needs into clear technical solutions and explain decisions so stakeholders understand and trust them You understand modern contact centre platforms and how they support multi-channel services and integrated customer journeys You can design end-to-end contact centre solutions, including call routing, customer journeys, agent workflows, and scalable/high-availability environments You have experience with telephony and contact centre technologies (such as Cisco, Avaya, Genesys, Amazon Connect or NICE CXone), including VoIP, IVR, CTI and ACD You understand AI and automation in contact centres, including conversational IVR, NLP, chatbots, speech analytics, real-time agent support, and WFM/WFO tooling You and your role As a Lead Technical Architect, you'll lead the design and evolution of DWP's next-generation contact centre platform. You'll drive the shift from traditional telephony to a fully integrated omni-channel environment, enabling seamless journeys across voice, chat and digital services. This includes designing conversational IVR and integrating AI-driven capabilities such as natural language processing and virtual agents - while ensuring services remain resilient, secure and scalable. You'll work across organisational boundaries to translate business needs into clear technical designs, guiding delivery from early concept through to live service and continuous improvement. You'll also own architecture governance, ensuring solutions align with strategy and long-term goals. Whether defining roadmaps, managing technical risk or identifying opportunities for innovation, you'll play a key role in shaping consistent, high-quality outcomes. Beyond delivery, you'll support and mentor other architects, sharing best practice and helping raise standards across the architecture community. Details. Wages. Perks. Location: You'll join us in one of our brilliant digital hubs in Blackpool, Birmingham, Leeds, Manchester, Newcastle or Sheffield, whichever is most convenient for you. Hybrid Working: We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub. Pay: We offer pay up to £99,836. That's £75,026 salary plus a Government Digital and Data Allowance of up to £24,810 subject to our assessment of your capability at interview. Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £16,786 per year. Holidays: A generous leave package starting at 26 days rising to 31 days over time. You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays. We have a broad benefits package built around your work-life balance which includes: Flexible working including flexible hours and flex-friendly policies Time off volunteering and charitable giving Bring your authentic self to work with 'I Can Be Me in DWP' Discounts and savings on shopping, fun days out and more Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference Sports and social activities Professional development, coaching, mentoring and career progression opportunities. And we have an award-winning environment and culture: DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards Diverse and Inclusive Leadership at Digital Leaders Awards 2024 Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025 Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards Process: We know your time is valuable so our application and selection process is just two stages: Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through. Interview: a two stage interview online. Click APPLY for more information and to start your application.
Jun 12, 2026
Full time
As a Lead Technical Architect, you'll join DWP Digital's Digital Channels team, leading the architecture design behind our Digital Channels Contact Centre (DC3). This is a critical transformation programme moving from traditional voice-based services to a fully integrated omni-channel contact centre. You'll operate at the highest level of architecture leadership - shaping strategy, influencing senior stakeholders, and guiding the design of complex solutions across cloud, on-premise and hybrid environments. Your work will directly impact how citizens interact with vital public services, improving accessibility, efficiency and user experience at a national scale. This is a high-impact role where you'll define technical direction, govern architecture decisions and inspire teams across DWP Digital, driving one of the most significant digital transformations in government. What skills, knowledge and experience will you need? You can design complex technical systems across cloud, on-premise and hybrid environments, covering security, networking, data and integrations You use architecture principles, patterns and standards to guide decisions and create clear, consistent designs You've worked with delivery teams throughout the full lifecycle, from early concept through to live services, across agile, waterfall or blended approaches You can translate business needs into clear technical solutions and explain decisions so stakeholders understand and trust them You understand modern contact centre platforms and how they support multi-channel services and integrated customer journeys You can design end-to-end contact centre solutions, including call routing, customer journeys, agent workflows, and scalable/high-availability environments You have experience with telephony and contact centre technologies (such as Cisco, Avaya, Genesys, Amazon Connect or NICE CXone), including VoIP, IVR, CTI and ACD You understand AI and automation in contact centres, including conversational IVR, NLP, chatbots, speech analytics, real-time agent support, and WFM/WFO tooling You and your role As a Lead Technical Architect, you'll lead the design and evolution of DWP's next-generation contact centre platform. You'll drive the shift from traditional telephony to a fully integrated omni-channel environment, enabling seamless journeys across voice, chat and digital services. This includes designing conversational IVR and integrating AI-driven capabilities such as natural language processing and virtual agents - while ensuring services remain resilient, secure and scalable. You'll work across organisational boundaries to translate business needs into clear technical designs, guiding delivery from early concept through to live service and continuous improvement. You'll also own architecture governance, ensuring solutions align with strategy and long-term goals. Whether defining roadmaps, managing technical risk or identifying opportunities for innovation, you'll play a key role in shaping consistent, high-quality outcomes. Beyond delivery, you'll support and mentor other architects, sharing best practice and helping raise standards across the architecture community. Details. Wages. Perks. Location: You'll join us in one of our brilliant digital hubs in Blackpool, Birmingham, Leeds, Manchester, Newcastle or Sheffield, whichever is most convenient for you. Hybrid Working: We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub. Pay: We offer pay up to £99,836. That's £75,026 salary plus a Government Digital and Data Allowance of up to £24,810 subject to our assessment of your capability at interview. Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £16,786 per year. Holidays: A generous leave package starting at 26 days rising to 31 days over time. You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays. We have a broad benefits package built around your work-life balance which includes: Flexible working including flexible hours and flex-friendly policies Time off volunteering and charitable giving Bring your authentic self to work with 'I Can Be Me in DWP' Discounts and savings on shopping, fun days out and more Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference Sports and social activities Professional development, coaching, mentoring and career progression opportunities. And we have an award-winning environment and culture: DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards Diverse and Inclusive Leadership at Digital Leaders Awards 2024 Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025 Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards Process: We know your time is valuable so our application and selection process is just two stages: Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through. Interview: a two stage interview online. Click APPLY for more information and to start your application.
As a Lead Technical Architect, you'll join DWP Digital's Digital Channels team, leading the architecture design behind our Digital Channels Contact Centre (DC3). This is a critical transformation programme moving from traditional voice-based services to a fully integrated omni-channel contact centre. You'll operate at the highest level of architecture leadership - shaping strategy, influencing senior stakeholders, and guiding the design of complex solutions across cloud, on-premise and hybrid environments. Your work will directly impact how citizens interact with vital public services, improving accessibility, efficiency and user experience at a national scale. This is a high-impact role where you'll define technical direction, govern architecture decisions and inspire teams across DWP Digital, driving one of the most significant digital transformations in government. What skills, knowledge and experience will you need? You can design complex technical systems across cloud, on-premise and hybrid environments, covering security, networking, data and integrations You use architecture principles, patterns and standards to guide decisions and create clear, consistent designs You've worked with delivery teams throughout the full lifecycle, from early concept through to live services, across agile, waterfall or blended approaches You can translate business needs into clear technical solutions and explain decisions so stakeholders understand and trust them You understand modern contact centre platforms and how they support multi-channel services and integrated customer journeys You can design end-to-end contact centre solutions, including call routing, customer journeys, agent workflows, and scalable/high-availability environments You have experience with telephony and contact centre technologies (such as Cisco, Avaya, Genesys, Amazon Connect or NICE CXone), including VoIP, IVR, CTI and ACD You understand AI and automation in contact centres, including conversational IVR, NLP, chatbots, speech analytics, real-time agent support, and WFM/WFO tooling You and your role As a Lead Technical Architect, you'll lead the design and evolution of DWP's next-generation contact centre platform. You'll drive the shift from traditional telephony to a fully integrated omni-channel environment, enabling seamless journeys across voice, chat and digital services. This includes designing conversational IVR and integrating AI-driven capabilities such as natural language processing and virtual agents - while ensuring services remain resilient, secure and scalable. You'll work across organisational boundaries to translate business needs into clear technical designs, guiding delivery from early concept through to live service and continuous improvement. You'll also own architecture governance, ensuring solutions align with strategy and long-term goals. Whether defining roadmaps, managing technical risk or identifying opportunities for innovation, you'll play a key role in shaping consistent, high-quality outcomes. Beyond delivery, you'll support and mentor other architects, sharing best practice and helping raise standards across the architecture community. Details. Wages. Perks. Location: You'll join us in one of our brilliant digital hubs in Blackpool, Birmingham, Leeds, Manchester, Newcastle or Sheffield, whichever is most convenient for you. Hybrid Working: We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub. Pay: We offer pay up to £99,836. That's £75,026 salary plus a Government Digital and Data Allowance of up to £24,810 subject to our assessment of your capability at interview. Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £16,786 per year. Holidays: A generous leave package starting at 26 days rising to 31 days over time. You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays. We have a broad benefits package built around your work-life balance which includes: Flexible working including flexible hours and flex-friendly policies Time off volunteering and charitable giving Bring your authentic self to work with 'I Can Be Me in DWP' Discounts and savings on shopping, fun days out and more Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference Sports and social activities Professional development, coaching, mentoring and career progression opportunities. And we have an award-winning environment and culture: DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards Diverse and Inclusive Leadership at Digital Leaders Awards 2024 Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025 Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards Process: We know your time is valuable so our application and selection process is just two stages: Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through. Interview: a two stage interview online. Click APPLY for more information and to start your application.
Jun 12, 2026
Full time
As a Lead Technical Architect, you'll join DWP Digital's Digital Channels team, leading the architecture design behind our Digital Channels Contact Centre (DC3). This is a critical transformation programme moving from traditional voice-based services to a fully integrated omni-channel contact centre. You'll operate at the highest level of architecture leadership - shaping strategy, influencing senior stakeholders, and guiding the design of complex solutions across cloud, on-premise and hybrid environments. Your work will directly impact how citizens interact with vital public services, improving accessibility, efficiency and user experience at a national scale. This is a high-impact role where you'll define technical direction, govern architecture decisions and inspire teams across DWP Digital, driving one of the most significant digital transformations in government. What skills, knowledge and experience will you need? You can design complex technical systems across cloud, on-premise and hybrid environments, covering security, networking, data and integrations You use architecture principles, patterns and standards to guide decisions and create clear, consistent designs You've worked with delivery teams throughout the full lifecycle, from early concept through to live services, across agile, waterfall or blended approaches You can translate business needs into clear technical solutions and explain decisions so stakeholders understand and trust them You understand modern contact centre platforms and how they support multi-channel services and integrated customer journeys You can design end-to-end contact centre solutions, including call routing, customer journeys, agent workflows, and scalable/high-availability environments You have experience with telephony and contact centre technologies (such as Cisco, Avaya, Genesys, Amazon Connect or NICE CXone), including VoIP, IVR, CTI and ACD You understand AI and automation in contact centres, including conversational IVR, NLP, chatbots, speech analytics, real-time agent support, and WFM/WFO tooling You and your role As a Lead Technical Architect, you'll lead the design and evolution of DWP's next-generation contact centre platform. You'll drive the shift from traditional telephony to a fully integrated omni-channel environment, enabling seamless journeys across voice, chat and digital services. This includes designing conversational IVR and integrating AI-driven capabilities such as natural language processing and virtual agents - while ensuring services remain resilient, secure and scalable. You'll work across organisational boundaries to translate business needs into clear technical designs, guiding delivery from early concept through to live service and continuous improvement. You'll also own architecture governance, ensuring solutions align with strategy and long-term goals. Whether defining roadmaps, managing technical risk or identifying opportunities for innovation, you'll play a key role in shaping consistent, high-quality outcomes. Beyond delivery, you'll support and mentor other architects, sharing best practice and helping raise standards across the architecture community. Details. Wages. Perks. Location: You'll join us in one of our brilliant digital hubs in Blackpool, Birmingham, Leeds, Manchester, Newcastle or Sheffield, whichever is most convenient for you. Hybrid Working: We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub. Pay: We offer pay up to £99,836. That's £75,026 salary plus a Government Digital and Data Allowance of up to £24,810 subject to our assessment of your capability at interview. Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £16,786 per year. Holidays: A generous leave package starting at 26 days rising to 31 days over time. You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays. We have a broad benefits package built around your work-life balance which includes: Flexible working including flexible hours and flex-friendly policies Time off volunteering and charitable giving Bring your authentic self to work with 'I Can Be Me in DWP' Discounts and savings on shopping, fun days out and more Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference Sports and social activities Professional development, coaching, mentoring and career progression opportunities. And we have an award-winning environment and culture: DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards Diverse and Inclusive Leadership at Digital Leaders Awards 2024 Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025 Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards Process: We know your time is valuable so our application and selection process is just two stages: Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through. Interview: a two stage interview online. Click APPLY for more information and to start your application.
As a Lead Technical Architect, you'll join DWP Digital's Digital Channels team, leading the architecture design behind our Digital Channels Contact Centre (DC3). This is a critical transformation programme moving from traditional voice-based services to a fully integrated omni-channel contact centre. You'll operate at the highest level of architecture leadership - shaping strategy, influencing senior stakeholders, and guiding the design of complex solutions across cloud, on-premise and hybrid environments. Your work will directly impact how citizens interact with vital public services, improving accessibility, efficiency and user experience at a national scale. This is a high-impact role where you'll define technical direction, govern architecture decisions and inspire teams across DWP Digital, driving one of the most significant digital transformations in government. What skills, knowledge and experience will you need? You can design complex technical systems across cloud, on-premise and hybrid environments, covering security, networking, data and integrations You use architecture principles, patterns and standards to guide decisions and create clear, consistent designs You've worked with delivery teams throughout the full lifecycle, from early concept through to live services, across agile, waterfall or blended approaches You can translate business needs into clear technical solutions and explain decisions so stakeholders understand and trust them You understand modern contact centre platforms and how they support multi-channel services and integrated customer journeys You can design end-to-end contact centre solutions, including call routing, customer journeys, agent workflows, and scalable/high-availability environments You have experience with telephony and contact centre technologies (such as Cisco, Avaya, Genesys, Amazon Connect or NICE CXone), including VoIP, IVR, CTI and ACD You understand AI and automation in contact centres, including conversational IVR, NLP, chatbots, speech analytics, real-time agent support, and WFM/WFO tooling You and your role As a Lead Technical Architect, you'll lead the design and evolution of DWP's next-generation contact centre platform. You'll drive the shift from traditional telephony to a fully integrated omni-channel environment, enabling seamless journeys across voice, chat and digital services. This includes designing conversational IVR and integrating AI-driven capabilities such as natural language processing and virtual agents - while ensuring services remain resilient, secure and scalable. You'll work across organisational boundaries to translate business needs into clear technical designs, guiding delivery from early concept through to live service and continuous improvement. You'll also own architecture governance, ensuring solutions align with strategy and long-term goals. Whether defining roadmaps, managing technical risk or identifying opportunities for innovation, you'll play a key role in shaping consistent, high-quality outcomes. Beyond delivery, you'll support and mentor other architects, sharing best practice and helping raise standards across the architecture community. Details. Wages. Perks. Location: You'll join us in one of our brilliant digital hubs in Blackpool, Birmingham, Leeds, Manchester, Newcastle or Sheffield, whichever is most convenient for you. Hybrid Working: We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub. Pay: We offer pay up to £99,836. That's £75,026 salary plus a Government Digital and Data Allowance of up to £24,810 subject to our assessment of your capability at interview. Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £16,786 per year. Holidays: A generous leave package starting at 26 days rising to 31 days over time. You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays. We have a broad benefits package built around your work-life balance which includes: Flexible working including flexible hours and flex-friendly policies Time off volunteering and charitable giving Bring your authentic self to work with 'I Can Be Me in DWP' Discounts and savings on shopping, fun days out and more Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference Sports and social activities Professional development, coaching, mentoring and career progression opportunities. And we have an award-winning environment and culture: DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards Diverse and Inclusive Leadership at Digital Leaders Awards 2024 Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025 Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards Process: We know your time is valuable so our application and selection process is just two stages: Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through. Interview: a two stage interview online. Click APPLY for more information and to start your application.
Jun 12, 2026
Full time
As a Lead Technical Architect, you'll join DWP Digital's Digital Channels team, leading the architecture design behind our Digital Channels Contact Centre (DC3). This is a critical transformation programme moving from traditional voice-based services to a fully integrated omni-channel contact centre. You'll operate at the highest level of architecture leadership - shaping strategy, influencing senior stakeholders, and guiding the design of complex solutions across cloud, on-premise and hybrid environments. Your work will directly impact how citizens interact with vital public services, improving accessibility, efficiency and user experience at a national scale. This is a high-impact role where you'll define technical direction, govern architecture decisions and inspire teams across DWP Digital, driving one of the most significant digital transformations in government. What skills, knowledge and experience will you need? You can design complex technical systems across cloud, on-premise and hybrid environments, covering security, networking, data and integrations You use architecture principles, patterns and standards to guide decisions and create clear, consistent designs You've worked with delivery teams throughout the full lifecycle, from early concept through to live services, across agile, waterfall or blended approaches You can translate business needs into clear technical solutions and explain decisions so stakeholders understand and trust them You understand modern contact centre platforms and how they support multi-channel services and integrated customer journeys You can design end-to-end contact centre solutions, including call routing, customer journeys, agent workflows, and scalable/high-availability environments You have experience with telephony and contact centre technologies (such as Cisco, Avaya, Genesys, Amazon Connect or NICE CXone), including VoIP, IVR, CTI and ACD You understand AI and automation in contact centres, including conversational IVR, NLP, chatbots, speech analytics, real-time agent support, and WFM/WFO tooling You and your role As a Lead Technical Architect, you'll lead the design and evolution of DWP's next-generation contact centre platform. You'll drive the shift from traditional telephony to a fully integrated omni-channel environment, enabling seamless journeys across voice, chat and digital services. This includes designing conversational IVR and integrating AI-driven capabilities such as natural language processing and virtual agents - while ensuring services remain resilient, secure and scalable. You'll work across organisational boundaries to translate business needs into clear technical designs, guiding delivery from early concept through to live service and continuous improvement. You'll also own architecture governance, ensuring solutions align with strategy and long-term goals. Whether defining roadmaps, managing technical risk or identifying opportunities for innovation, you'll play a key role in shaping consistent, high-quality outcomes. Beyond delivery, you'll support and mentor other architects, sharing best practice and helping raise standards across the architecture community. Details. Wages. Perks. Location: You'll join us in one of our brilliant digital hubs in Blackpool, Birmingham, Leeds, Manchester, Newcastle or Sheffield, whichever is most convenient for you. Hybrid Working: We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub. Pay: We offer pay up to £99,836. That's £75,026 salary plus a Government Digital and Data Allowance of up to £24,810 subject to our assessment of your capability at interview. Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £16,786 per year. Holidays: A generous leave package starting at 26 days rising to 31 days over time. You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays. We have a broad benefits package built around your work-life balance which includes: Flexible working including flexible hours and flex-friendly policies Time off volunteering and charitable giving Bring your authentic self to work with 'I Can Be Me in DWP' Discounts and savings on shopping, fun days out and more Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference Sports and social activities Professional development, coaching, mentoring and career progression opportunities. And we have an award-winning environment and culture: DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards Diverse and Inclusive Leadership at Digital Leaders Awards 2024 Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025 Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards Process: We know your time is valuable so our application and selection process is just two stages: Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through. Interview: a two stage interview online. Click APPLY for more information and to start your application.
As a Lead Technical Architect, you'll join DWP Digital's Digital Channels team, leading the architecture design behind our Digital Channels Contact Centre (DC3). This is a critical transformation programme moving from traditional voice-based services to a fully integrated omni-channel contact centre. You'll operate at the highest level of architecture leadership - shaping strategy, influencing senior stakeholders, and guiding the design of complex solutions across cloud, on-premise and hybrid environments. Your work will directly impact how citizens interact with vital public services, improving accessibility, efficiency and user experience at a national scale. This is a high-impact role where you'll define technical direction, govern architecture decisions and inspire teams across DWP Digital, driving one of the most significant digital transformations in government. What skills, knowledge and experience will you need? You can design complex technical systems across cloud, on-premise and hybrid environments, covering security, networking, data and integrations You use architecture principles, patterns and standards to guide decisions and create clear, consistent designs You've worked with delivery teams throughout the full lifecycle, from early concept through to live services, across agile, waterfall or blended approaches You can translate business needs into clear technical solutions and explain decisions so stakeholders understand and trust them You understand modern contact centre platforms and how they support multi-channel services and integrated customer journeys You can design end-to-end contact centre solutions, including call routing, customer journeys, agent workflows, and scalable/high-availability environments You have experience with telephony and contact centre technologies (such as Cisco, Avaya, Genesys, Amazon Connect or NICE CXone), including VoIP, IVR, CTI and ACD You understand AI and automation in contact centres, including conversational IVR, NLP, chatbots, speech analytics, real-time agent support, and WFM/WFO tooling You and your role As a Lead Technical Architect, you'll lead the design and evolution of DWP's next-generation contact centre platform. You'll drive the shift from traditional telephony to a fully integrated omni-channel environment, enabling seamless journeys across voice, chat and digital services. This includes designing conversational IVR and integrating AI-driven capabilities such as natural language processing and virtual agents - while ensuring services remain resilient, secure and scalable. You'll work across organisational boundaries to translate business needs into clear technical designs, guiding delivery from early concept through to live service and continuous improvement. You'll also own architecture governance, ensuring solutions align with strategy and long-term goals. Whether defining roadmaps, managing technical risk or identifying opportunities for innovation, you'll play a key role in shaping consistent, high-quality outcomes. Beyond delivery, you'll support and mentor other architects, sharing best practice and helping raise standards across the architecture community. Details. Wages. Perks. Location: You'll join us in one of our brilliant digital hubs in Blackpool, Birmingham, Leeds, Manchester, Newcastle or Sheffield, whichever is most convenient for you. Hybrid Working: We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub. Pay: We offer pay up to £99,836. That's £75,026 salary plus a Government Digital and Data Allowance of up to £24,810 subject to our assessment of your capability at interview. Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £16,786 per year. Holidays: A generous leave package starting at 26 days rising to 31 days over time. You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays. We have a broad benefits package built around your work-life balance which includes: Flexible working including flexible hours and flex-friendly policies Time off volunteering and charitable giving Bring your authentic self to work with 'I Can Be Me in DWP' Discounts and savings on shopping, fun days out and more Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference Sports and social activities Professional development, coaching, mentoring and career progression opportunities. And we have an award-winning environment and culture: DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards Diverse and Inclusive Leadership at Digital Leaders Awards 2024 Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025 Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards Process: We know your time is valuable so our application and selection process is just two stages: Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through. Interview: a two stage interview online. Click APPLY for more information and to start your application.
Jun 12, 2026
Full time
As a Lead Technical Architect, you'll join DWP Digital's Digital Channels team, leading the architecture design behind our Digital Channels Contact Centre (DC3). This is a critical transformation programme moving from traditional voice-based services to a fully integrated omni-channel contact centre. You'll operate at the highest level of architecture leadership - shaping strategy, influencing senior stakeholders, and guiding the design of complex solutions across cloud, on-premise and hybrid environments. Your work will directly impact how citizens interact with vital public services, improving accessibility, efficiency and user experience at a national scale. This is a high-impact role where you'll define technical direction, govern architecture decisions and inspire teams across DWP Digital, driving one of the most significant digital transformations in government. What skills, knowledge and experience will you need? You can design complex technical systems across cloud, on-premise and hybrid environments, covering security, networking, data and integrations You use architecture principles, patterns and standards to guide decisions and create clear, consistent designs You've worked with delivery teams throughout the full lifecycle, from early concept through to live services, across agile, waterfall or blended approaches You can translate business needs into clear technical solutions and explain decisions so stakeholders understand and trust them You understand modern contact centre platforms and how they support multi-channel services and integrated customer journeys You can design end-to-end contact centre solutions, including call routing, customer journeys, agent workflows, and scalable/high-availability environments You have experience with telephony and contact centre technologies (such as Cisco, Avaya, Genesys, Amazon Connect or NICE CXone), including VoIP, IVR, CTI and ACD You understand AI and automation in contact centres, including conversational IVR, NLP, chatbots, speech analytics, real-time agent support, and WFM/WFO tooling You and your role As a Lead Technical Architect, you'll lead the design and evolution of DWP's next-generation contact centre platform. You'll drive the shift from traditional telephony to a fully integrated omni-channel environment, enabling seamless journeys across voice, chat and digital services. This includes designing conversational IVR and integrating AI-driven capabilities such as natural language processing and virtual agents - while ensuring services remain resilient, secure and scalable. You'll work across organisational boundaries to translate business needs into clear technical designs, guiding delivery from early concept through to live service and continuous improvement. You'll also own architecture governance, ensuring solutions align with strategy and long-term goals. Whether defining roadmaps, managing technical risk or identifying opportunities for innovation, you'll play a key role in shaping consistent, high-quality outcomes. Beyond delivery, you'll support and mentor other architects, sharing best practice and helping raise standards across the architecture community. Details. Wages. Perks. Location: You'll join us in one of our brilliant digital hubs in Blackpool, Birmingham, Leeds, Manchester, Newcastle or Sheffield, whichever is most convenient for you. Hybrid Working: We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub. Pay: We offer pay up to £99,836. That's £75,026 salary plus a Government Digital and Data Allowance of up to £24,810 subject to our assessment of your capability at interview. Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £16,786 per year. Holidays: A generous leave package starting at 26 days rising to 31 days over time. You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays. We have a broad benefits package built around your work-life balance which includes: Flexible working including flexible hours and flex-friendly policies Time off volunteering and charitable giving Bring your authentic self to work with 'I Can Be Me in DWP' Discounts and savings on shopping, fun days out and more Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference Sports and social activities Professional development, coaching, mentoring and career progression opportunities. And we have an award-winning environment and culture: DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards Diverse and Inclusive Leadership at Digital Leaders Awards 2024 Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025 Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards Process: We know your time is valuable so our application and selection process is just two stages: Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through. Interview: a two stage interview online. Click APPLY for more information and to start your application.
As a Lead Technical Architect, you'll join DWP Digital's Digital Channels team, leading the architecture design behind our Digital Channels Contact Centre (DC3). This is a critical transformation programme moving from traditional voice-based services to a fully integrated omni-channel contact centre. You'll operate at the highest level of architecture leadership - shaping strategy, influencing senior stakeholders, and guiding the design of complex solutions across cloud, on-premise and hybrid environments. Your work will directly impact how citizens interact with vital public services, improving accessibility, efficiency and user experience at a national scale. This is a high-impact role where you'll define technical direction, govern architecture decisions and inspire teams across DWP Digital, driving one of the most significant digital transformations in government. What skills, knowledge and experience will you need? You can design complex technical systems across cloud, on-premise and hybrid environments, covering security, networking, data and integrations You use architecture principles, patterns and standards to guide decisions and create clear, consistent designs You've worked with delivery teams throughout the full lifecycle, from early concept through to live services, across agile, waterfall or blended approaches You can translate business needs into clear technical solutions and explain decisions so stakeholders understand and trust them You understand modern contact centre platforms and how they support multi-channel services and integrated customer journeys You can design end-to-end contact centre solutions, including call routing, customer journeys, agent workflows, and scalable/high-availability environments You have experience with telephony and contact centre technologies (such as Cisco, Avaya, Genesys, Amazon Connect or NICE CXone), including VoIP, IVR, CTI and ACD You understand AI and automation in contact centres, including conversational IVR, NLP, chatbots, speech analytics, real-time agent support, and WFM/WFO tooling You and your role As a Lead Technical Architect, you'll lead the design and evolution of DWP's next-generation contact centre platform. You'll drive the shift from traditional telephony to a fully integrated omni-channel environment, enabling seamless journeys across voice, chat and digital services. This includes designing conversational IVR and integrating AI-driven capabilities such as natural language processing and virtual agents - while ensuring services remain resilient, secure and scalable. You'll work across organisational boundaries to translate business needs into clear technical designs, guiding delivery from early concept through to live service and continuous improvement. You'll also own architecture governance, ensuring solutions align with strategy and long-term goals. Whether defining roadmaps, managing technical risk or identifying opportunities for innovation, you'll play a key role in shaping consistent, high-quality outcomes. Beyond delivery, you'll support and mentor other architects, sharing best practice and helping raise standards across the architecture community. Details. Wages. Perks. Location: You'll join us in one of our brilliant digital hubs in Blackpool, Birmingham, Leeds, Manchester, Newcastle or Sheffield, whichever is most convenient for you. Hybrid Working: We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub. Pay: We offer pay up to £99,836. That's £75,026 salary plus a Government Digital and Data Allowance of up to £24,810 subject to our assessment of your capability at interview. Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £16,786 per year. Holidays: A generous leave package starting at 26 days rising to 31 days over time. You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays. We have a broad benefits package built around your work-life balance which includes: Flexible working including flexible hours and flex-friendly policies Time off volunteering and charitable giving Bring your authentic self to work with 'I Can Be Me in DWP' Discounts and savings on shopping, fun days out and more Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference Sports and social activities Professional development, coaching, mentoring and career progression opportunities. And we have an award-winning environment and culture: DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards Diverse and Inclusive Leadership at Digital Leaders Awards 2024 Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025 Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards Process: We know your time is valuable so our application and selection process is just two stages: Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through. Interview: a two stage interview online. Click APPLY for more information and to start your application.
Jun 12, 2026
Full time
As a Lead Technical Architect, you'll join DWP Digital's Digital Channels team, leading the architecture design behind our Digital Channels Contact Centre (DC3). This is a critical transformation programme moving from traditional voice-based services to a fully integrated omni-channel contact centre. You'll operate at the highest level of architecture leadership - shaping strategy, influencing senior stakeholders, and guiding the design of complex solutions across cloud, on-premise and hybrid environments. Your work will directly impact how citizens interact with vital public services, improving accessibility, efficiency and user experience at a national scale. This is a high-impact role where you'll define technical direction, govern architecture decisions and inspire teams across DWP Digital, driving one of the most significant digital transformations in government. What skills, knowledge and experience will you need? You can design complex technical systems across cloud, on-premise and hybrid environments, covering security, networking, data and integrations You use architecture principles, patterns and standards to guide decisions and create clear, consistent designs You've worked with delivery teams throughout the full lifecycle, from early concept through to live services, across agile, waterfall or blended approaches You can translate business needs into clear technical solutions and explain decisions so stakeholders understand and trust them You understand modern contact centre platforms and how they support multi-channel services and integrated customer journeys You can design end-to-end contact centre solutions, including call routing, customer journeys, agent workflows, and scalable/high-availability environments You have experience with telephony and contact centre technologies (such as Cisco, Avaya, Genesys, Amazon Connect or NICE CXone), including VoIP, IVR, CTI and ACD You understand AI and automation in contact centres, including conversational IVR, NLP, chatbots, speech analytics, real-time agent support, and WFM/WFO tooling You and your role As a Lead Technical Architect, you'll lead the design and evolution of DWP's next-generation contact centre platform. You'll drive the shift from traditional telephony to a fully integrated omni-channel environment, enabling seamless journeys across voice, chat and digital services. This includes designing conversational IVR and integrating AI-driven capabilities such as natural language processing and virtual agents - while ensuring services remain resilient, secure and scalable. You'll work across organisational boundaries to translate business needs into clear technical designs, guiding delivery from early concept through to live service and continuous improvement. You'll also own architecture governance, ensuring solutions align with strategy and long-term goals. Whether defining roadmaps, managing technical risk or identifying opportunities for innovation, you'll play a key role in shaping consistent, high-quality outcomes. Beyond delivery, you'll support and mentor other architects, sharing best practice and helping raise standards across the architecture community. Details. Wages. Perks. Location: You'll join us in one of our brilliant digital hubs in Blackpool, Birmingham, Leeds, Manchester, Newcastle or Sheffield, whichever is most convenient for you. Hybrid Working: We work a hybrid model - you'll spend some time working at home and some time collaborating face to face in a hub. Pay: We offer pay up to £99,836. That's £75,026 salary plus a Government Digital and Data Allowance of up to £24,810 subject to our assessment of your capability at interview. Pension: You'll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £16,786 per year. Holidays: A generous leave package starting at 26 days rising to 31 days over time. You can also take up to 3 extra days off a month on flexi-time. You'll also get all the usual public holidays. We have a broad benefits package built around your work-life balance which includes: Flexible working including flexible hours and flex-friendly policies Time off volunteering and charitable giving Bring your authentic self to work with 'I Can Be Me in DWP' Discounts and savings on shopping, fun days out and more Interest-free loans to buy a bike or a season ticket, so it's even easier for you to get to work and start making a difference Sports and social activities Professional development, coaching, mentoring and career progression opportunities. And we have an award-winning environment and culture: DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards Diverse and Inclusive Leadership at Digital Leaders Awards 2024 Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025 Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards Process: We know your time is valuable so our application and selection process is just two stages: Apply: complete your application on Civil Service Jobs. There'll be full instructions when you click through. Interview: a two stage interview online. Click APPLY for more information and to start your application.
Location This role may be located in one of the following locations; Blackpool, Birmingham, Leeds, Manchester, Newcastle or Sheffield. Please find further information on the Corporate hub locations here. Please note that for candidates requesting to work in Newcastle, the role will initially be based at Benton Park View. It will then move to 1 Pilgrim Place in Newcastle city centre by the end of 2027. About the job Job summary Do you want to work collaboratively designing modern IT architecture for some of the largest digital transformations in Europe? Do you want to help support millions of our claimants by designing user-friendly digital services? If so, these roles may be perfect for you! We are looking for experienced Lead Technical Architects with a specialism in Contact Centres who are confident working on products and services in a complex digital environment, where you'll be supporting major initiatives within DWP Digital. You will collaborate with colleagues and stakeholders across DWP Digital to support the delivery of solutions, creating options and recommendations, and providing expert advice to drive technology choices. The roles will include the design, oversight and architecture governance of IT solutions that support DWP customers. The Digital Channels Team has an opportunity for a Contact Centre Architect to lead the architecture design for its Digital Channels Contact Centre (DC3). This role will play a key part in transitioning from a traditional voice only "call centre" to a leading multi-channel "contact centre", with the ultimate intention of providing an omni-channel environment. You will be suited to this role if you have experience in NiCE CXOne contact centre technologies. As well as the underlying Contact Centre technology the role is wide ranging encompassing IVR, moving to a more "conversational" style IVR, voice recording, WFM / WFO, and integrations to existing DWP systems as well as new platforms as they come on line. This is an exciting time to join us. You'll shape the future and support our mission to deliver exceptional products and services that work for everyone. Job description A Lead Technical Architect (Solutions) leads at the highest level and is responsible for making sure the strategy is agreed and followed. At this role level, you will: Network and communicate with senior stakeholders across organisations. Proactively seek opportunities for digital transformation. Support multiple teams, finding and using best practice and emerging technologies. Inspire other architects and help them understand how to deliver the goals of the organisation. Be responsible for governance, solving complex and high risk issues or delivering architecture design. Person specification When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below: Architecture design across on-prem, cloud and hybrid environments involving networking, security, presentation, middleware, database, and integration aspects. Architecture design informed through use of principles, patterns, technical radars, practices and standards. Architecture design working with project delivery teams within agile, waterfall and hybrid environments throughout the lifecycle - from concept to go-live. Translating business requirements into technical solutions with traceability that can be demonstrated to stakeholders. Contact Centre platforms offering multi-channel support, cross channel-integration, and customer interaction services such as DTMF and natural language IVR, TTS and STT, web chat and asymmetric chat, virtual agents, and co-browsing. Contact Centre Solution Architecture: Creating end-to-end solution designs, including call routing, customer journey mapping, and agent workflow optimization. Capacity planning for scalable, high- availability contact centre environments. Telephony Systems and Contact Centre Platforms: Contact centre solutions e.g. Cisco, Avaya, Genesys, Amazon Connect, or NiCE CXOne. Knowledge of Voice over IP (VoIP) systems, and IVR (Interactive Voice Response) design. Expertise in computer Technology Integration (CTI) technologies and Automatic Call Distributors (ACD). AI and Automation: Familiarity with AI-driven automation, chatbots, Natural Language Processing (NLP), and speech analytics, transcription and real time agent assistance. Implementing workforce optimisation (WFO) and workforce management (WFM) tools. Designing and Implementing directed, free speech and conversational IVRs with static and dynamic prompts and flows. If you would like to learn more about the role, please contact
Jun 12, 2026
Full time
Location This role may be located in one of the following locations; Blackpool, Birmingham, Leeds, Manchester, Newcastle or Sheffield. Please find further information on the Corporate hub locations here. Please note that for candidates requesting to work in Newcastle, the role will initially be based at Benton Park View. It will then move to 1 Pilgrim Place in Newcastle city centre by the end of 2027. About the job Job summary Do you want to work collaboratively designing modern IT architecture for some of the largest digital transformations in Europe? Do you want to help support millions of our claimants by designing user-friendly digital services? If so, these roles may be perfect for you! We are looking for experienced Lead Technical Architects with a specialism in Contact Centres who are confident working on products and services in a complex digital environment, where you'll be supporting major initiatives within DWP Digital. You will collaborate with colleagues and stakeholders across DWP Digital to support the delivery of solutions, creating options and recommendations, and providing expert advice to drive technology choices. The roles will include the design, oversight and architecture governance of IT solutions that support DWP customers. The Digital Channels Team has an opportunity for a Contact Centre Architect to lead the architecture design for its Digital Channels Contact Centre (DC3). This role will play a key part in transitioning from a traditional voice only "call centre" to a leading multi-channel "contact centre", with the ultimate intention of providing an omni-channel environment. You will be suited to this role if you have experience in NiCE CXOne contact centre technologies. As well as the underlying Contact Centre technology the role is wide ranging encompassing IVR, moving to a more "conversational" style IVR, voice recording, WFM / WFO, and integrations to existing DWP systems as well as new platforms as they come on line. This is an exciting time to join us. You'll shape the future and support our mission to deliver exceptional products and services that work for everyone. Job description A Lead Technical Architect (Solutions) leads at the highest level and is responsible for making sure the strategy is agreed and followed. At this role level, you will: Network and communicate with senior stakeholders across organisations. Proactively seek opportunities for digital transformation. Support multiple teams, finding and using best practice and emerging technologies. Inspire other architects and help them understand how to deliver the goals of the organisation. Be responsible for governance, solving complex and high risk issues or delivering architecture design. Person specification When giving details in your employment history and personal statement you should highlight your experience in line with essential criteria below: Architecture design across on-prem, cloud and hybrid environments involving networking, security, presentation, middleware, database, and integration aspects. Architecture design informed through use of principles, patterns, technical radars, practices and standards. Architecture design working with project delivery teams within agile, waterfall and hybrid environments throughout the lifecycle - from concept to go-live. Translating business requirements into technical solutions with traceability that can be demonstrated to stakeholders. Contact Centre platforms offering multi-channel support, cross channel-integration, and customer interaction services such as DTMF and natural language IVR, TTS and STT, web chat and asymmetric chat, virtual agents, and co-browsing. Contact Centre Solution Architecture: Creating end-to-end solution designs, including call routing, customer journey mapping, and agent workflow optimization. Capacity planning for scalable, high- availability contact centre environments. Telephony Systems and Contact Centre Platforms: Contact centre solutions e.g. Cisco, Avaya, Genesys, Amazon Connect, or NiCE CXOne. Knowledge of Voice over IP (VoIP) systems, and IVR (Interactive Voice Response) design. Expertise in computer Technology Integration (CTI) technologies and Automatic Call Distributors (ACD). AI and Automation: Familiarity with AI-driven automation, chatbots, Natural Language Processing (NLP), and speech analytics, transcription and real time agent assistance. Implementing workforce optimisation (WFO) and workforce management (WFM) tools. Designing and Implementing directed, free speech and conversational IVRs with static and dynamic prompts and flows. If you would like to learn more about the role, please contact
Location Birmingham, Bristol, Cardiff, Leeds, Manchester, Nottingham, Swindon About the job Job summary The Government Property Agency is the largest property holder in government, with more than £2.1 billion in property assets and over 55% of the government's office estate. We are transforming the way the Civil Service works by creating great places to work, leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. And we are looking for innovative, solutions-focused people to join our team. Representing the best covenant in the UK - His Majesty's Government - we are leading significant transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme. We are also delivering cost- effective property services such as asset management, lifecycle replacement and workplace services. Innovation and progress underpin our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. Our four core values are at the heart of everything we do. They shape our culture and guide how we work, lead and grow together: Striving for excellence - We always aim to deliver great results Empowering through respect - We insist on fair treatment for all, always Acting with integrity - We consistently do the right thing Succeeding together - We rely on each other to achieve success The GPA is committed to representing the communities we serve by making Diversity, Equality and Inclusion part of everything we do. To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community. Join our dynamic and diverse team that leads with purpose, improving sustainability, nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth. We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape our future direction. Job description Are you a visionary Business Analyst who thrives on delivering transformational digital services? Join our Digital Service Transformation Team and spearhead the rollout of end to end ServiceNow capabilities spanning HR Service Delivery (HRSD), Customer Service Management (CSM), IT Service Management (ITSM), IT Operations Management (ITOM), Business Continuity Management (BCM), Governance, Risk & Compliance (GRC), Software Asset Management (SAM), and Strategic Portfolio Management (SPM). You will also harness ServiceNow's built-in Generative AI, Agentic AI and mobile app frameworks to deliver intuitive, intelligent self service experiences. Working in a fast paced, high stakes environment, you will integrate ServiceNow with enterprise systems like Planon IWMS, Salesforce CRM, and Microsoft 365/Azure, driving seamless data flows and optimised processes. Your efforts will directly impact how civil servants and citizens access services enhancing efficiency, responsiveness, and transparency across the department. As a Business Analyst specialising in ServiceNow, you will lead the discovery, design and implementation of the following modules: Human Resources Service Delivery (HRSD) Customer Service Management (CSM) IT Service Management (ITSM) Configuration Management Database (CMDB) Common Service Data Model (CSDM) IT Operations Management (ITOM) Business Continuity Management (BCM) Governance, Risk & Compliance (GRC) Software Asset Management (SAM) Strategic Portfolio Management (SPM) ServiceNow Mobile App ServiceNow AI (Gen AI & Agentic AI) ServiceNow Integrations - Pilgrim (Planon) IWMS, Salesforce, Microsoft and other systems Business Analysis Elicit, capture, and document business requirements from diverse stakeholders both internal and external clients and customers. Produce key artefacts including: Business Requirements Documents (BRDs) with functional and non-functional requirements End-to-end process maps and data flow diagrams User personas and user journey maps Use cases and detailed user stories with acceptance criteria Requirements traceability matrix Analyse and prioritise requirements for ServiceNow modules (HRSD, CSM, ITSM, ITOM, BCM, GRC, SAM, SPM) and ensure alignment with business objectives. Business Process Improvement Create as-is and to-be process maps for workflows to be automated in ServiceNow. Identify opportunities for process optimisation, automation, and self-service enablement. Recommend improvements that leverage ServiceNow GenAI and mobile applications to enhance user experience and service efficiency. Requirements Definition & Management Define, manage, and validate requirements throughout the project lifecycle. Maintain clear requirements traceability from business needs through to delivered features and test scenarios. Support scope management and ensure alignment between business priorities, technical delivery, and compliance requirements. Change Implementation Planning & Management Contribute to the planning and execution of ServiceNow rollouts and upgrades. Support implementation of integrations with enterprise platforms (Planon, Salesforce, Microsoft 365/Azure). Participate in release planning, roadmap discussions, and adoption strategies to ensure smooth transitions and minimal business disruption. Stakeholder Relationship Management Build strong relationships with internal and external stakeholders, acting as the key bridge between business teams and technical developers. Facilitate workshops, demonstrations, and playback sessions to validate requirements and showcase progress. Ensure that stakeholder needs are communicated clearly and reflected in delivered solutions. Organisational Change Management Support change impact assessments for new ServiceNow features, GenAI enhancements, and mobile app rollouts. Develop communication materials, training content, and guidance to drive adoption of new processes and tools. Champion a user-centred approach, ensuring accessibility and inclusion in service design. Testing Define and document test scenarios, test cases, and UAT scripts linked directly to requirements. Coordinate UAT sessions with business stakeholders to validate functionality, usability, and data quality. Support defect triage and ensure that delivered solutions meet business and compliance needs. Person specification Essential criteria: ServiceNow Expertise: Experience as a Business Analyst or Functional Consultant leading multi module ServiceNow implementations (HRSD, CSM, ITSM, ITOM, BCM, GRC, SAM, SPM). Proven track record integrating ServiceNow with external platforms (Planon, Salesforce, Microsoft 365/Azure) in a regulated environment. Analytical & Communication Skills: Exceptional ability to translate complex technical concepts into compelling narratives for stakeholders at all levels. Strong facilitation skills leading collaborative design sessions, de risking through early prototyping, and guiding user acceptance testing. Proven experience creating and maintaining core BA artefacts (BRD, process maps, user personas, RTM, test cases). UK Government Background (Preferred): Familiarity with UK government standards such as Service Standard, Service Manual, Service Assessment, GDPR / DPIA, Cyber Assessment Framework (CAF), and digital accessibility (WCAG) requirements. Technical Aptitude: Proficient in process mapping tools (Visio, Lucidchart) and agile project management (Jira, Azure DevOps). Understanding of ServiceNow scripting (Business Rules, Client Scripts, UI Policies) to collaborate effectively with development teams. Comfortable working within Agile/Scrum ceremonies backlog grooming, sprint planning, retrospectives.
Jun 12, 2026
Full time
Location Birmingham, Bristol, Cardiff, Leeds, Manchester, Nottingham, Swindon About the job Job summary The Government Property Agency is the largest property holder in government, with more than £2.1 billion in property assets and over 55% of the government's office estate. We are transforming the way the Civil Service works by creating great places to work, leading the largest commercial office programme in the UK, working towards halving carbon emissions from government offices, and achieving greater value for taxpayers. And we are looking for innovative, solutions-focused people to join our team. Representing the best covenant in the UK - His Majesty's Government - we are leading significant transformational programmes such as the Government Hubs Programme, Whitehall Campus Programme and Net Zero Programme. We are also delivering cost- effective property services such as asset management, lifecycle replacement and workplace services. Innovation and progress underpin our behaviours. We foster a culture of lifelong learning, where curiosity and self-improvement are encouraged. Our four core values are at the heart of everything we do. They shape our culture and guide how we work, lead and grow together: Striving for excellence - We always aim to deliver great results Empowering through respect - We insist on fair treatment for all, always Acting with integrity - We consistently do the right thing Succeeding together - We rely on each other to achieve success The GPA is committed to representing the communities we serve by making Diversity, Equality and Inclusion part of everything we do. To ensure that we are always recruiting and retaining a diverse mix of talent, we are particularly inviting applications from candidates who are disabled, ethnically or gender diverse, and people who identify as being part of the LGBTQ+ community. Join our dynamic and diverse team that leads with purpose, improving sustainability, nurturing social value, driving inclusivity and flexibility, and kickstarting economic growth. We are driven by purpose, and you can be part of it too: where you make a meaningful impact; where you influence; where your voice really matters; where you help to shape our future direction. Job description Are you a visionary Business Analyst who thrives on delivering transformational digital services? Join our Digital Service Transformation Team and spearhead the rollout of end to end ServiceNow capabilities spanning HR Service Delivery (HRSD), Customer Service Management (CSM), IT Service Management (ITSM), IT Operations Management (ITOM), Business Continuity Management (BCM), Governance, Risk & Compliance (GRC), Software Asset Management (SAM), and Strategic Portfolio Management (SPM). You will also harness ServiceNow's built-in Generative AI, Agentic AI and mobile app frameworks to deliver intuitive, intelligent self service experiences. Working in a fast paced, high stakes environment, you will integrate ServiceNow with enterprise systems like Planon IWMS, Salesforce CRM, and Microsoft 365/Azure, driving seamless data flows and optimised processes. Your efforts will directly impact how civil servants and citizens access services enhancing efficiency, responsiveness, and transparency across the department. As a Business Analyst specialising in ServiceNow, you will lead the discovery, design and implementation of the following modules: Human Resources Service Delivery (HRSD) Customer Service Management (CSM) IT Service Management (ITSM) Configuration Management Database (CMDB) Common Service Data Model (CSDM) IT Operations Management (ITOM) Business Continuity Management (BCM) Governance, Risk & Compliance (GRC) Software Asset Management (SAM) Strategic Portfolio Management (SPM) ServiceNow Mobile App ServiceNow AI (Gen AI & Agentic AI) ServiceNow Integrations - Pilgrim (Planon) IWMS, Salesforce, Microsoft and other systems Business Analysis Elicit, capture, and document business requirements from diverse stakeholders both internal and external clients and customers. Produce key artefacts including: Business Requirements Documents (BRDs) with functional and non-functional requirements End-to-end process maps and data flow diagrams User personas and user journey maps Use cases and detailed user stories with acceptance criteria Requirements traceability matrix Analyse and prioritise requirements for ServiceNow modules (HRSD, CSM, ITSM, ITOM, BCM, GRC, SAM, SPM) and ensure alignment with business objectives. Business Process Improvement Create as-is and to-be process maps for workflows to be automated in ServiceNow. Identify opportunities for process optimisation, automation, and self-service enablement. Recommend improvements that leverage ServiceNow GenAI and mobile applications to enhance user experience and service efficiency. Requirements Definition & Management Define, manage, and validate requirements throughout the project lifecycle. Maintain clear requirements traceability from business needs through to delivered features and test scenarios. Support scope management and ensure alignment between business priorities, technical delivery, and compliance requirements. Change Implementation Planning & Management Contribute to the planning and execution of ServiceNow rollouts and upgrades. Support implementation of integrations with enterprise platforms (Planon, Salesforce, Microsoft 365/Azure). Participate in release planning, roadmap discussions, and adoption strategies to ensure smooth transitions and minimal business disruption. Stakeholder Relationship Management Build strong relationships with internal and external stakeholders, acting as the key bridge between business teams and technical developers. Facilitate workshops, demonstrations, and playback sessions to validate requirements and showcase progress. Ensure that stakeholder needs are communicated clearly and reflected in delivered solutions. Organisational Change Management Support change impact assessments for new ServiceNow features, GenAI enhancements, and mobile app rollouts. Develop communication materials, training content, and guidance to drive adoption of new processes and tools. Champion a user-centred approach, ensuring accessibility and inclusion in service design. Testing Define and document test scenarios, test cases, and UAT scripts linked directly to requirements. Coordinate UAT sessions with business stakeholders to validate functionality, usability, and data quality. Support defect triage and ensure that delivered solutions meet business and compliance needs. Person specification Essential criteria: ServiceNow Expertise: Experience as a Business Analyst or Functional Consultant leading multi module ServiceNow implementations (HRSD, CSM, ITSM, ITOM, BCM, GRC, SAM, SPM). Proven track record integrating ServiceNow with external platforms (Planon, Salesforce, Microsoft 365/Azure) in a regulated environment. Analytical & Communication Skills: Exceptional ability to translate complex technical concepts into compelling narratives for stakeholders at all levels. Strong facilitation skills leading collaborative design sessions, de risking through early prototyping, and guiding user acceptance testing. Proven experience creating and maintaining core BA artefacts (BRD, process maps, user personas, RTM, test cases). UK Government Background (Preferred): Familiarity with UK government standards such as Service Standard, Service Manual, Service Assessment, GDPR / DPIA, Cyber Assessment Framework (CAF), and digital accessibility (WCAG) requirements. Technical Aptitude: Proficient in process mapping tools (Visio, Lucidchart) and agile project management (Jira, Azure DevOps). Understanding of ServiceNow scripting (Business Rules, Client Scripts, UI Policies) to collaborate effectively with development teams. Comfortable working within Agile/Scrum ceremonies backlog grooming, sprint planning, retrospectives.
Travel Regional Sales Manager Base Salary £35,000 + Company Car and Bonuses Field/remote based Southern England Our client is a well established, privately owned tour operator who sell exclusively through travel trade partners. Their product range features flights, hotels, worldwide tours, cruises featuring bespoke and multi centre itineraries. They are now recruiting for an experienced Travel Regional Sales Manager to join their team who will be responsible for driving sales and achieving sales targets by developing and implementing sales strategies, building and maintaining travel agent relationships. This role is covering the southern region of the UK. To be considered, candidate must have previous field based sales experience gained within the travel industry and a full driving licence. Travel Regional Sales Manager Responsibilities: Build and maintain strong relationships with key agents and suppliers. Arrange meetings throughout your area are visited regularly Produce a monthly call plan to cover agents in your specific region ensuring the call plan manages personal time and productivity. Produce own database of agents to send personalised emails to promote incentives, offers and company news Lead overseas FAM trips and represent the Company by attending UK or overseas conferences, functions, networking events as required. Work closely with commercial partners and key agents to put together commercial deals to include tactical marketing and promotional plans in order to increase mutual business Plan, carry out and support local marketing activities to agreed timescales e.g. product launches, events, promotions, advertising, and exhibitions. Monitor and report on market and competitor activities and provide relevant examples and information Travel Regional Sales Manager Experience Required Previous account management or business development management experience within the travel industry is essential Ability to manage and grow defined sales territory Excellent presentation, training, and relationship-building skills. Excellent planning and organisational skills Strong commercial acumen with the ability to analyse data and identify opportunities. Relationship-builder with a consultative, solutions-focused approach. Highly organised, initiative-taking and able to manage multiple priorities. Travel Regional Sales Manager Salary and Benefits: Base salary to £35,000 depending on experience Fully expensed company car Bonuses based on performance Pension Fam trips and travel discounts 25 days annual leave To apply for this Travel Regional Sales Manager role, please email your CV and a member of the team will be in contact to discuss the opportunity.
Jun 12, 2026
Full time
Travel Regional Sales Manager Base Salary £35,000 + Company Car and Bonuses Field/remote based Southern England Our client is a well established, privately owned tour operator who sell exclusively through travel trade partners. Their product range features flights, hotels, worldwide tours, cruises featuring bespoke and multi centre itineraries. They are now recruiting for an experienced Travel Regional Sales Manager to join their team who will be responsible for driving sales and achieving sales targets by developing and implementing sales strategies, building and maintaining travel agent relationships. This role is covering the southern region of the UK. To be considered, candidate must have previous field based sales experience gained within the travel industry and a full driving licence. Travel Regional Sales Manager Responsibilities: Build and maintain strong relationships with key agents and suppliers. Arrange meetings throughout your area are visited regularly Produce a monthly call plan to cover agents in your specific region ensuring the call plan manages personal time and productivity. Produce own database of agents to send personalised emails to promote incentives, offers and company news Lead overseas FAM trips and represent the Company by attending UK or overseas conferences, functions, networking events as required. Work closely with commercial partners and key agents to put together commercial deals to include tactical marketing and promotional plans in order to increase mutual business Plan, carry out and support local marketing activities to agreed timescales e.g. product launches, events, promotions, advertising, and exhibitions. Monitor and report on market and competitor activities and provide relevant examples and information Travel Regional Sales Manager Experience Required Previous account management or business development management experience within the travel industry is essential Ability to manage and grow defined sales territory Excellent presentation, training, and relationship-building skills. Excellent planning and organisational skills Strong commercial acumen with the ability to analyse data and identify opportunities. Relationship-builder with a consultative, solutions-focused approach. Highly organised, initiative-taking and able to manage multiple priorities. Travel Regional Sales Manager Salary and Benefits: Base salary to £35,000 depending on experience Fully expensed company car Bonuses based on performance Pension Fam trips and travel discounts 25 days annual leave To apply for this Travel Regional Sales Manager role, please email your CV and a member of the team will be in contact to discuss the opportunity.
Multi Channel- Quality Expert Reviewer (Polish speaker) - Dublin City Centre Must be able to evidence previous Content Moderator Experience Teleperformance certified as Great Place to Work for 5 years in a row! At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence. Due to our success, we have exciting opportunities coming very soon in Dublin - no previous experience necessary! Why not fill in our application and we will be in touch with more information soon! Start Dates: 9th of april 2026 Location: Onsite Dublin city centre (no work at home option currently available) Salary: 37,333 per annum Shifts: Full Time, 40 hrs, Fully Flexible across Mon - Sun 08.00 - 19.00 Training: 4 weeks on site in Dublin Contract: Permanent Background Checking: Right to Work Criminal Record Check Any other associated checks Joining the team: Please note that this role is fully office based in Dublin. Please note we do not allow any time off/holiday requests within the first 8 weeks to allow for full training Duties and responsibilities You will be supporting the quality review of the Client workflows managed by the Clients Global Operations team including but not limited to: a) Content Moderation - content includes the following topics unless otherwise mutually agreed: Organizing or credibly threatening violence Promoting self-harm Organizing theft, vandalism, fraud, poaching, or sale of restricted goods Misrepresentation, impersonation and privacy violations Hate speech, bullying Phishing, spam, and malware Child Exploitation Nudity, pornography Sexual solicitation Others as mutually agreed in an SCN b) ID Review and Authenticity/Access Flows; c) Escalations. The Services shall support the quality review of the following Client workflows managed by Clients Special Ops/Global Risk Ops (GRO) focus on the following areas: HERO (viral/meme content) DOI (Dangerous Organization) "High affinity and cultural context of political/social situation regarding the relevant market/region that will be supported by each 'agent' - which is critical to be aware of the cultural/regional differences for nuanced policy decisions to be applied in accordance with Clients abuse standard policies and training materials." Values we look for you to have: Process Excellence- Doing things well means something to you and you will always strive to improve on your work. Collaboration- You enjoy working with others and you like working as a team player. Communication- You can speak and write clearly and in a confident manner. Emotional Intelligence- You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others. Open-Mindedness- You are able to be open to different ways of thinking and new ideas. Critical Thinking- You are able to think logically when making decisions. Solution Orientation- Having a forward thinking mindset focused on resolving challenges. Entrepreneurship- Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset. What you get from us - Healthcare insurance Death in service Annual leave 20days + 10 days bank holiday 4% pension Bonus (non contractual and applicable for certain roles) This is a full-time permanent role. Applicants must hold a valid and sufficiently long permission to work in Ireland to enable them to perform the role on an ongoing basis. Where work permission is due to expire shortly, the Company may require evidence of a pending renewal application to progress an offer. This role is not eligible for employment permit sponsorship. Applicants must already have, and maintain, a valid permission to work in Ireland for the duration of the role. Disclaimer Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or teleperformance/talent.icims email addresses. If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority. Disclaimer Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign, this supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you however this may not be possible, in this instance we reserve the right to reject your application.
Jun 12, 2026
Full time
Multi Channel- Quality Expert Reviewer (Polish speaker) - Dublin City Centre Must be able to evidence previous Content Moderator Experience Teleperformance certified as Great Place to Work for 5 years in a row! At Teleperformance, we deliver an outstanding customer experience, at every single opportunity, as a result of our commitment, passion and dedication to excellence. Due to our success, we have exciting opportunities coming very soon in Dublin - no previous experience necessary! Why not fill in our application and we will be in touch with more information soon! Start Dates: 9th of april 2026 Location: Onsite Dublin city centre (no work at home option currently available) Salary: 37,333 per annum Shifts: Full Time, 40 hrs, Fully Flexible across Mon - Sun 08.00 - 19.00 Training: 4 weeks on site in Dublin Contract: Permanent Background Checking: Right to Work Criminal Record Check Any other associated checks Joining the team: Please note that this role is fully office based in Dublin. Please note we do not allow any time off/holiday requests within the first 8 weeks to allow for full training Duties and responsibilities You will be supporting the quality review of the Client workflows managed by the Clients Global Operations team including but not limited to: a) Content Moderation - content includes the following topics unless otherwise mutually agreed: Organizing or credibly threatening violence Promoting self-harm Organizing theft, vandalism, fraud, poaching, or sale of restricted goods Misrepresentation, impersonation and privacy violations Hate speech, bullying Phishing, spam, and malware Child Exploitation Nudity, pornography Sexual solicitation Others as mutually agreed in an SCN b) ID Review and Authenticity/Access Flows; c) Escalations. The Services shall support the quality review of the following Client workflows managed by Clients Special Ops/Global Risk Ops (GRO) focus on the following areas: HERO (viral/meme content) DOI (Dangerous Organization) "High affinity and cultural context of political/social situation regarding the relevant market/region that will be supported by each 'agent' - which is critical to be aware of the cultural/regional differences for nuanced policy decisions to be applied in accordance with Clients abuse standard policies and training materials." Values we look for you to have: Process Excellence- Doing things well means something to you and you will always strive to improve on your work. Collaboration- You enjoy working with others and you like working as a team player. Communication- You can speak and write clearly and in a confident manner. Emotional Intelligence- You possess the ability to be emotionally intelligent meaning you are able to empathise, be kind and be good with others. Open-Mindedness- You are able to be open to different ways of thinking and new ideas. Critical Thinking- You are able to think logically when making decisions. Solution Orientation- Having a forward thinking mindset focused on resolving challenges. Entrepreneurship- Taking ownership, not being afraid to take on new tasks, develop and have a self-driven mindset. What you get from us - Healthcare insurance Death in service Annual leave 20days + 10 days bank holiday 4% pension Bonus (non contractual and applicable for certain roles) This is a full-time permanent role. Applicants must hold a valid and sufficiently long permission to work in Ireland to enable them to perform the role on an ongoing basis. Where work permission is due to expire shortly, the Company may require evidence of a pending renewal application to progress an offer. This role is not eligible for employment permit sponsorship. Applicants must already have, and maintain, a valid permission to work in Ireland for the duration of the role. Disclaimer Please be vigilant against job scams. Teleperformance will never contact you about anything other than your application through our official channels - UK phone number, text or teleperformance/talent.icims email addresses. If you receive any suspicious communications claiming to be from Teleperformance, please disregard them and report the incident to our team. Your security is our priority. Disclaimer Please note, only candidates who meet specific language proficiency scores will be able to proceed on this campaign, this supersedes any other pass mark you may receive. Where you pass the assessment but not the above requirements we will endeavour to find other suitable roles for you however this may not be possible, in this instance we reserve the right to reject your application.
We're supporting a major programme seeking an experienced AWS Contact Centre Engineer to take ownership of an existing Amazon Connect environment while supporting a transition to a new contact centre platform. This is a hands-on contract role where you will play a critical part in stabilising live services, capturing technical knowledge, and ensuring a smooth platform transition.- Outside IR35 - Hybrid working 1-2 days per month on site - 3 - 6 Month contract The Role (Outside IR35) You will be responsible for maintaining and supporting a live Amazon Connect estate while leading a structured handover. Alongside BAU responsibilities, you will contribute to the transition into a new contact centre platform (CXone), ensuring continuity and a well-documented, supportable environment. Key Responsibilities Provide day-to-day support across Amazon Connect voice, email and chat channels Manage BAU activity, including incidents, defects, backlog and incomplete deliverables Take ownership of the platform through a structured handover and knowledge capture Produce and enhance technical documentation, including: Contact flows / IVR logic Routing and queue configuration Integration architecture Carry out hands-on engineering tasks including: Configuration changes Debugging and issue resolution System optimisation Support transition activity, including: Understanding current AWS configurations Mapping functionality to the target platform Supporting dual-running / coexistence where required Essential Skills & Experience Strong hands-on experience with AWS solution development Proven expertise in Amazon Connect, including: Contact flow and IVR development Queue and routing logic Multi-channel configuration (voice, email, chat) Solid experience in system design and architecture Strong troubleshooting and optimisation capability within live environments Experience working with APIs and integration patterns, including troubleshooting orchestration issues Familiarity with Terraform and working with Infrastructure as Code Exposure to LLM / conversational AI / chatbot configuration Technology Environment AWS Services Amazon Connect AWS Lambda EC2, S3, RDS, DynamoDB CloudWatch API Gateway Integration & Architecture REST APIs Event-driven architectures Service integration / orchestration Contact Centre IVR / contact flows Routing & queue management Agent configuration Automation Terraform (Infrastructure as Code) What We're Looking For A hands-on engineer, not just advisory Comfortable taking over partially documented or consultant-built solutions Strong experience balancing: Live service support Defect/backlog resolution Transition delivery Demonstrable expertise in: Technical documentation Knowledge transfer Handover execution Confident communicator across both technical and operational stakeholders What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)
Jun 12, 2026
Contractor
We're supporting a major programme seeking an experienced AWS Contact Centre Engineer to take ownership of an existing Amazon Connect environment while supporting a transition to a new contact centre platform. This is a hands-on contract role where you will play a critical part in stabilising live services, capturing technical knowledge, and ensuring a smooth platform transition.- Outside IR35 - Hybrid working 1-2 days per month on site - 3 - 6 Month contract The Role (Outside IR35) You will be responsible for maintaining and supporting a live Amazon Connect estate while leading a structured handover. Alongside BAU responsibilities, you will contribute to the transition into a new contact centre platform (CXone), ensuring continuity and a well-documented, supportable environment. Key Responsibilities Provide day-to-day support across Amazon Connect voice, email and chat channels Manage BAU activity, including incidents, defects, backlog and incomplete deliverables Take ownership of the platform through a structured handover and knowledge capture Produce and enhance technical documentation, including: Contact flows / IVR logic Routing and queue configuration Integration architecture Carry out hands-on engineering tasks including: Configuration changes Debugging and issue resolution System optimisation Support transition activity, including: Understanding current AWS configurations Mapping functionality to the target platform Supporting dual-running / coexistence where required Essential Skills & Experience Strong hands-on experience with AWS solution development Proven expertise in Amazon Connect, including: Contact flow and IVR development Queue and routing logic Multi-channel configuration (voice, email, chat) Solid experience in system design and architecture Strong troubleshooting and optimisation capability within live environments Experience working with APIs and integration patterns, including troubleshooting orchestration issues Familiarity with Terraform and working with Infrastructure as Code Exposure to LLM / conversational AI / chatbot configuration Technology Environment AWS Services Amazon Connect AWS Lambda EC2, S3, RDS, DynamoDB CloudWatch API Gateway Integration & Architecture REST APIs Event-driven architectures Service integration / orchestration Contact Centre IVR / contact flows Routing & queue management Agent configuration Automation Terraform (Infrastructure as Code) What We're Looking For A hands-on engineer, not just advisory Comfortable taking over partially documented or consultant-built solutions Strong experience balancing: Live service support Defect/backlog resolution Transition delivery Demonstrable expertise in: Technical documentation Knowledge transfer Handover execution Confident communicator across both technical and operational stakeholders What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at (url removed)
Customer Service Agents Salary: £23,500 Location: Wythenshawe - onsite Hours: Mon-Fri (9am-5pm) Contract: Permanent About the role An excellent opportunity has become available for a Customer Service Advisor to join a growing team in Wythenshawe. This role is suited to someone who is committed to delivering high quality customer service and enjoys working in a supportive and inclusive environment.You will play an important role in ensuring customers receive clear, professional and empathetic support at every stage of their journey. The organisation offers full training, ongoing development, and a strong focus on compliance and customer care. What you will do In this role, you will support customers through a range of queries and processes, ensuring each interaction is handled with care and professionalism. Your responsibilities will include: Managing inbound calls, responding to customer queries and providing updates Making outbound calls to gather information and provide progress updates Sending and resending secure links for documents, identification and signatures Handling customer concerns and complaints with empathy and professionalism Supporting vulnerable customers in line with regulatory requirements Managing cancellation requests and working towards fair outcomes Processing data requests such as subject access requests in line with data protection guidelines Monitoring shared inboxes and responding to emails in a timely manner Updating customer records accurately using internal systems Working with colleagues across teams to support smooth case progression What we are looking for To succeed in this role, you should have experience in a customer focused position and be confident communicating with a wide range of people. You will ideally demonstrate: Strong verbal and written communication skills Good attention to detail when recording and updating information A calm and empathetic approach, particularly in sensitive situations Experience using customer management systems or similar tools An understanding of compliance requirements such as data protection and customer care standards The ability to work both independently and as part of a team Good organisational skills and the ability to manage multiple tasks A willingness to learn and take part in ongoing training Apply If you are looking for a role where you can make a real difference and develop your career in customer service, we would like to hear from you.Apply today to take the next step. Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates
Jun 12, 2026
Full time
Customer Service Agents Salary: £23,500 Location: Wythenshawe - onsite Hours: Mon-Fri (9am-5pm) Contract: Permanent About the role An excellent opportunity has become available for a Customer Service Advisor to join a growing team in Wythenshawe. This role is suited to someone who is committed to delivering high quality customer service and enjoys working in a supportive and inclusive environment.You will play an important role in ensuring customers receive clear, professional and empathetic support at every stage of their journey. The organisation offers full training, ongoing development, and a strong focus on compliance and customer care. What you will do In this role, you will support customers through a range of queries and processes, ensuring each interaction is handled with care and professionalism. Your responsibilities will include: Managing inbound calls, responding to customer queries and providing updates Making outbound calls to gather information and provide progress updates Sending and resending secure links for documents, identification and signatures Handling customer concerns and complaints with empathy and professionalism Supporting vulnerable customers in line with regulatory requirements Managing cancellation requests and working towards fair outcomes Processing data requests such as subject access requests in line with data protection guidelines Monitoring shared inboxes and responding to emails in a timely manner Updating customer records accurately using internal systems Working with colleagues across teams to support smooth case progression What we are looking for To succeed in this role, you should have experience in a customer focused position and be confident communicating with a wide range of people. You will ideally demonstrate: Strong verbal and written communication skills Good attention to detail when recording and updating information A calm and empathetic approach, particularly in sensitive situations Experience using customer management systems or similar tools An understanding of compliance requirements such as data protection and customer care standards The ability to work both independently and as part of a team Good organisational skills and the ability to manage multiple tasks A willingness to learn and take part in ongoing training Apply If you are looking for a role where you can make a real difference and develop your career in customer service, we would like to hear from you.Apply today to take the next step. Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates
Job Description Contact Centre Agent Location: Stone (Hybrid following probation) Salary: £26230 + uncapped commission Hours: Full-time We are seeking a motivated and resilient Contact Centre Agent to join the Customer Hub of an established organisation operating within the financial services sector. This role offers the opportunity to work in a fast-paced, customer-focused environment, supporting individuals to resolve outstanding balances through fair and affordable payment solutions. Our client provides services to public sector organisations across the UK and is committed to maintaining high standards of customer service, compliance, and professionalism. They offer a structured environment with clear expectations, ongoing training, and opportunities for development. Benefits as a Contact Centre Agent: £26,230 basic salary + uncapped commission Hybrid working model (3 days office / 2 days home after successful probation) 25 days annual leave plus bank holidays Mandatory office shutdown between Christmas and New Year Dedicated 2-week training programme Flexible shift patterns Company pension scheme Company sick pay scheme Free onsite parking Key responsibilities as a Contact Centre Agent: Handle inbound and outbound customer contact via telephone, email, and live chat Collect overdue payments and agree affordable payment plans in line with client instructions Assess customer financial circumstances and tailor solutions accordingly Maintain a professional, empathetic, and assertive approach in all interactions Work collaboratively to achieve individual and team performance targets Accurately update internal systems and maintain detailed case notes Ensure compliance with regulatory, data protection, and internal policies Requirements as a Contact Centre Agent: Minimum of 1 year's call centre experience, including objection handling and negotiation Proven customer service experience Strong written and verbal communication skills Confident IT user with the ability to learn new systems quickly Resilient, self-motivated, and target-driven Strong negotiation and problem-solving skills Positive attitude with strong attention to detail and multitasking ability Successful candidates will be required to complete relevant background checks prior to employment. Apply today to discuss the role in more detail! loz1
Jun 12, 2026
Full time
Job Description Contact Centre Agent Location: Stone (Hybrid following probation) Salary: £26230 + uncapped commission Hours: Full-time We are seeking a motivated and resilient Contact Centre Agent to join the Customer Hub of an established organisation operating within the financial services sector. This role offers the opportunity to work in a fast-paced, customer-focused environment, supporting individuals to resolve outstanding balances through fair and affordable payment solutions. Our client provides services to public sector organisations across the UK and is committed to maintaining high standards of customer service, compliance, and professionalism. They offer a structured environment with clear expectations, ongoing training, and opportunities for development. Benefits as a Contact Centre Agent: £26,230 basic salary + uncapped commission Hybrid working model (3 days office / 2 days home after successful probation) 25 days annual leave plus bank holidays Mandatory office shutdown between Christmas and New Year Dedicated 2-week training programme Flexible shift patterns Company pension scheme Company sick pay scheme Free onsite parking Key responsibilities as a Contact Centre Agent: Handle inbound and outbound customer contact via telephone, email, and live chat Collect overdue payments and agree affordable payment plans in line with client instructions Assess customer financial circumstances and tailor solutions accordingly Maintain a professional, empathetic, and assertive approach in all interactions Work collaboratively to achieve individual and team performance targets Accurately update internal systems and maintain detailed case notes Ensure compliance with regulatory, data protection, and internal policies Requirements as a Contact Centre Agent: Minimum of 1 year's call centre experience, including objection handling and negotiation Proven customer service experience Strong written and verbal communication skills Confident IT user with the ability to learn new systems quickly Resilient, self-motivated, and target-driven Strong negotiation and problem-solving skills Positive attitude with strong attention to detail and multitasking ability Successful candidates will be required to complete relevant background checks prior to employment. Apply today to discuss the role in more detail! loz1
Part-Time, Permanent Sale, M33 6WT £14.73 per hour £27,000 pro rata Hours : 3 days per week Tuesday and Friday fixed Location : Fully office-based Charter Buildings, 9 Ashton Lane, Sale Pay : £14.73 per hour £27,000 pro rata Job Type: Permanent Start : As soon as possible The Role This is a part-time, client-facing role that demands professionalism, commercial awareness, and the ability to manage complex administrative processes with precision. The successful candidate will be required to work three days a week, with Tuesday and Friday being fixed days. This is a fully office-based role across the three days. Core Responsibilities Serve as the primary point of contact for clients across all inbound channels, delivering accurate, timely, and professional responses that reflect the firm s reputation for excellence. Own and manage the shared inbox, triaging communications effectively, resolving queries at first point of contact where possible, and ensuring no client is left waiting. Proactively manage the records request process from pre-year-end planning through to receipt of records, attending weekly accounts production meetings and following up any queries. Manage the end-to-end client onboarding process, from initial sign-up through to full system integration. This includes adding new clients to all relevant platforms (TaxCalc, Karbon, Xama, Client Window, and Inform Direct), configuring all associated workflows within Karbon, and issuing welcome communications. Responsibilities also encompass gathering any outstanding client information, completing required HMRC registrations, and submitting applications for agent authorisation. Take ownership of client data integrity across all internal systems and relevant departments, ensuring records are accurate, compliant, and up to date at all times. Represent the firm at reception, creating a strong first impression and delivering a consistently high standard of in-person client experience. Act as a flexible operational resource across departments, providing high-quality administrative support where priorities demand it. Qualifications and Experience A formal qualification is not a prerequisite, but you will bring demonstrable experience in a professional services environment, ideally within accountancy, legal, financial services, or a similarly regulated sector. You will be comfortable navigating compliance frameworks, managing sensitive client data, and working to tight deadlines across multiple workstreams simultaneously. Key Competencies Polished written and verbal communication skills, with the confidence to engage with clients and senior stakeholders at all levels. Strong working knowledge of professional office environments and the standards expected within a regulated firm. Exceptional attention to detail, particularly when handling compliance documentation, legal paperwork, and client records. A proactive, self-directed working style with the ability to manage competing priorities and meet deadlines without close supervision. Sound commercial awareness and the interpersonal skills to build lasting client relationships and contribute to client retention. Adaptability and a genuine commitment to supporting colleagues and clients as business needs evolve. What Success Looks Like In this role, it s not just task completion that s important but also the quality of the client relationships you build and maintain, the accuracy and compliance of the work you produce, and your ability to operate as a trusted, dependable member of a close-knit professional team. You will take ownership of your workload, communicate proactively, and bring a level of professionalism and pride to everything you do. Benefits 22 days annual leave plus 8 bank holidays Flexible start times 08 00 or 09 00 with 45 minutes for lunch; early Friday finish Free gym membership Workplace pension scheme Free on-site parking Private medical insurance Sick pay Team lunch on the last Tuesday of the month and team days every six months Discretionary quarterly bonus Study support considered on a case-by-case basis for relevant professional qualifications Requirements • Ability to reliably commute to Sale M33 6WT (required) • GCSE or equivalent (required) • 3 years professional office experience (required) • Fluent English, written and spoken (required) • Right to work in the United Kingdom (required) About BWP Inspire BWP Inspire is an advisory-led accountancy practice based in Sale, Manchester. We work with SMEs across manufacturing, creative and digital sectors helping business owners understand their numbers, plan for growth and build businesses that fund the lives they want. Compliance is our entry point, not our destination. Our culture is warm, close-knit and genuinely people-first. We are proud members of the B1G1 giving community and take our responsibilities to clients, colleagues and the wider community seriously. BWP Inspire Charter Buildings, 9 Ashton Lane, Sale, M33 6WT REF-(Apply online only)
Jun 12, 2026
Full time
Part-Time, Permanent Sale, M33 6WT £14.73 per hour £27,000 pro rata Hours : 3 days per week Tuesday and Friday fixed Location : Fully office-based Charter Buildings, 9 Ashton Lane, Sale Pay : £14.73 per hour £27,000 pro rata Job Type: Permanent Start : As soon as possible The Role This is a part-time, client-facing role that demands professionalism, commercial awareness, and the ability to manage complex administrative processes with precision. The successful candidate will be required to work three days a week, with Tuesday and Friday being fixed days. This is a fully office-based role across the three days. Core Responsibilities Serve as the primary point of contact for clients across all inbound channels, delivering accurate, timely, and professional responses that reflect the firm s reputation for excellence. Own and manage the shared inbox, triaging communications effectively, resolving queries at first point of contact where possible, and ensuring no client is left waiting. Proactively manage the records request process from pre-year-end planning through to receipt of records, attending weekly accounts production meetings and following up any queries. Manage the end-to-end client onboarding process, from initial sign-up through to full system integration. This includes adding new clients to all relevant platforms (TaxCalc, Karbon, Xama, Client Window, and Inform Direct), configuring all associated workflows within Karbon, and issuing welcome communications. Responsibilities also encompass gathering any outstanding client information, completing required HMRC registrations, and submitting applications for agent authorisation. Take ownership of client data integrity across all internal systems and relevant departments, ensuring records are accurate, compliant, and up to date at all times. Represent the firm at reception, creating a strong first impression and delivering a consistently high standard of in-person client experience. Act as a flexible operational resource across departments, providing high-quality administrative support where priorities demand it. Qualifications and Experience A formal qualification is not a prerequisite, but you will bring demonstrable experience in a professional services environment, ideally within accountancy, legal, financial services, or a similarly regulated sector. You will be comfortable navigating compliance frameworks, managing sensitive client data, and working to tight deadlines across multiple workstreams simultaneously. Key Competencies Polished written and verbal communication skills, with the confidence to engage with clients and senior stakeholders at all levels. Strong working knowledge of professional office environments and the standards expected within a regulated firm. Exceptional attention to detail, particularly when handling compliance documentation, legal paperwork, and client records. A proactive, self-directed working style with the ability to manage competing priorities and meet deadlines without close supervision. Sound commercial awareness and the interpersonal skills to build lasting client relationships and contribute to client retention. Adaptability and a genuine commitment to supporting colleagues and clients as business needs evolve. What Success Looks Like In this role, it s not just task completion that s important but also the quality of the client relationships you build and maintain, the accuracy and compliance of the work you produce, and your ability to operate as a trusted, dependable member of a close-knit professional team. You will take ownership of your workload, communicate proactively, and bring a level of professionalism and pride to everything you do. Benefits 22 days annual leave plus 8 bank holidays Flexible start times 08 00 or 09 00 with 45 minutes for lunch; early Friday finish Free gym membership Workplace pension scheme Free on-site parking Private medical insurance Sick pay Team lunch on the last Tuesday of the month and team days every six months Discretionary quarterly bonus Study support considered on a case-by-case basis for relevant professional qualifications Requirements • Ability to reliably commute to Sale M33 6WT (required) • GCSE or equivalent (required) • 3 years professional office experience (required) • Fluent English, written and spoken (required) • Right to work in the United Kingdom (required) About BWP Inspire BWP Inspire is an advisory-led accountancy practice based in Sale, Manchester. We work with SMEs across manufacturing, creative and digital sectors helping business owners understand their numbers, plan for growth and build businesses that fund the lives they want. Compliance is our entry point, not our destination. Our culture is warm, close-knit and genuinely people-first. We are proud members of the B1G1 giving community and take our responsibilities to clients, colleagues and the wider community seriously. BWP Inspire Charter Buildings, 9 Ashton Lane, Sale, M33 6WT REF-(Apply online only)
Business Development Manager Cleaning & Security (Shopping Centres & Retail Parks) London / Southeast (Field-Based) £60,000 £70,000 + Commission + Car Allowance We are working on behalf of a well-established, fast-growing provider of cleaning and security services, seeking a high-calibre Business Development Manager to drive growth across shopping centres and retail parks in the South of England. This is an opportunity to join a highly successful and established business development team, operating with a proven methodology for approaching clients, generating opportunities, and converting contracts supported by dedicated bid and telemarketing functions. The Role As Business Development Manager, you will be responsible for winning new contracts across London, the Southeast, and Southwest, focusing on integrated cleaning and security solutions within shopping centres and retail parks. This is a consultative sales role, combining strategic business development with relationship-led engagement rather than purely cold calling, supported by an established infrastructure designed to maximise success. Key responsibilities include: Driving new business development activity across shopping centres and retail parks Securing contracts for security and cleaning services Managing the full sales cycle from lead generation to contract award Working within a proven sales methodology that supports consistent conversion Collaborating with bid and telemarketing teams to strengthen pipeline and win rates Building relationships with managing agents and key stakeholders (Savills, CBRE, Knight Frank) About You We are looking for a proven Business Development Manager who can hit the ground running and add value within an already high-performing business development environment. Strong background in sales within cleaning or security services Demonstrable success in business development, winning new contracts Experience working within structured sales processes or methodologies Ability to leverage internal support functions to maximise results Experience engaging with senior stakeholders across shopping centres and retail parks Commercially astute with a relationship-led approach to business development Ideally based within the M25, with flexibility to travel The Opportunity Be part of an established business development team with a proven track record of success Benefit from a structured sales approach, supported by bid specialists and telemarketing resource Take ownership of a high-potential region with strong market opportunity Earn commission based on performance, with realistic additional earnings of 10k+ If you are an experienced business development professional with a background in cleaning or security, and a strong track record in sales, we would like to hear from you.
Jun 12, 2026
Full time
Business Development Manager Cleaning & Security (Shopping Centres & Retail Parks) London / Southeast (Field-Based) £60,000 £70,000 + Commission + Car Allowance We are working on behalf of a well-established, fast-growing provider of cleaning and security services, seeking a high-calibre Business Development Manager to drive growth across shopping centres and retail parks in the South of England. This is an opportunity to join a highly successful and established business development team, operating with a proven methodology for approaching clients, generating opportunities, and converting contracts supported by dedicated bid and telemarketing functions. The Role As Business Development Manager, you will be responsible for winning new contracts across London, the Southeast, and Southwest, focusing on integrated cleaning and security solutions within shopping centres and retail parks. This is a consultative sales role, combining strategic business development with relationship-led engagement rather than purely cold calling, supported by an established infrastructure designed to maximise success. Key responsibilities include: Driving new business development activity across shopping centres and retail parks Securing contracts for security and cleaning services Managing the full sales cycle from lead generation to contract award Working within a proven sales methodology that supports consistent conversion Collaborating with bid and telemarketing teams to strengthen pipeline and win rates Building relationships with managing agents and key stakeholders (Savills, CBRE, Knight Frank) About You We are looking for a proven Business Development Manager who can hit the ground running and add value within an already high-performing business development environment. Strong background in sales within cleaning or security services Demonstrable success in business development, winning new contracts Experience working within structured sales processes or methodologies Ability to leverage internal support functions to maximise results Experience engaging with senior stakeholders across shopping centres and retail parks Commercially astute with a relationship-led approach to business development Ideally based within the M25, with flexibility to travel The Opportunity Be part of an established business development team with a proven track record of success Benefit from a structured sales approach, supported by bid specialists and telemarketing resource Take ownership of a high-potential region with strong market opportunity Earn commission based on performance, with realistic additional earnings of 10k+ If you are an experienced business development professional with a background in cleaning or security, and a strong track record in sales, we would like to hear from you.
Collections Agent Salary 25,500 Monday - Thursday 8am-4.pm Friday 8am-3pm Fully office based To proactively manage customer arrears through outbound and inbound calls, helping customers bring their accounts back up to date while delivering a fair and supportive collections service. You will work as part of a small collections team, contacting customers, discussing missed payments, and agreeing realistic repayment solutions. Key Responsibilities Speaking to customers regarding overdue accounts Negotiate and agree sustainable repayment plans based on customers' circumstances Identify and escalate vulnerable customers in line with company procedures Follow up on missed payments including unpaid direct debits Maintain accurate records of all conversations and actions on internal systems Work to daily, weekly, and monthly collections targets Liaise with third-party collection agencies when required Review and progress accounts towards further recovery action where appropriate Skills & Experience Experience in a telephone-based collections, debt recovery or call centre environment is desirable Confident communicator with strong negotiation skills Resilient, persistent, and able to handle challenging conversations Empathetic approach with the ability to treat customers fairly Strong organisational skills and attention to detail Ability to work both independently and as part of a team Personal Attributes Professional and confident telephone manner Calm under pressure and results-focused Energetic and can work with purpose Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.
Jun 11, 2026
Full time
Collections Agent Salary 25,500 Monday - Thursday 8am-4.pm Friday 8am-3pm Fully office based To proactively manage customer arrears through outbound and inbound calls, helping customers bring their accounts back up to date while delivering a fair and supportive collections service. You will work as part of a small collections team, contacting customers, discussing missed payments, and agreeing realistic repayment solutions. Key Responsibilities Speaking to customers regarding overdue accounts Negotiate and agree sustainable repayment plans based on customers' circumstances Identify and escalate vulnerable customers in line with company procedures Follow up on missed payments including unpaid direct debits Maintain accurate records of all conversations and actions on internal systems Work to daily, weekly, and monthly collections targets Liaise with third-party collection agencies when required Review and progress accounts towards further recovery action where appropriate Skills & Experience Experience in a telephone-based collections, debt recovery or call centre environment is desirable Confident communicator with strong negotiation skills Resilient, persistent, and able to handle challenging conversations Empathetic approach with the ability to treat customers fairly Strong organisational skills and attention to detail Ability to work both independently and as part of a team Personal Attributes Professional and confident telephone manner Calm under pressure and results-focused Energetic and can work with purpose Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.
Customer Service Agent (B2B) - Immediate Start Location: Marlow Contract: 3 Month Fixed Term Contract Start Date: Immediate (Monday Start) Hours: Full Time/ Office based We're currently recruiting for a Customer Service Agent to join a busy UK Operations team on a 3-month fixed term contract, with an immediate start available (Monday). This is a fantastic opportunity for someone with strong B2B customer service experience to join a fast-paced and customer-focused environment. Key Responsibilities: Managing customer interactions via phone, email, and internal systems Processing and managing customer orders in line with internal SOPs and compliance requirements Handling general and order-specific enquiries efficiently and professionally Providing accurate pricing and delivery information Investigating and resolving customer queries and complaints Logging all customer interactions and ensuring accurate record keeping Coordinating with internal teams including Sales, Planning, Logistics, and After Sales Support Organising workload to meet strict customer deadlines Supporting continuous improvement within the customer service function Carrying out ad-hoc duties as required Skills & Experience Required: Previous experience within a B2B Customer Service role (essential) Strong working knowledge of CRM systems (SAP desirable) Excellent communication skills, both written and verbal Confident handling complaints and challenging customer situations Strong attention to detail with accurate data entry skills Highly organised with excellent time management Proactive, positive, and customer-focused approach Strong Microsoft Office skills This role requires someone who can hit the ground running, thrives under pressure, and is committed to delivering a high level of customer service. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
Jun 11, 2026
Full time
Customer Service Agent (B2B) - Immediate Start Location: Marlow Contract: 3 Month Fixed Term Contract Start Date: Immediate (Monday Start) Hours: Full Time/ Office based We're currently recruiting for a Customer Service Agent to join a busy UK Operations team on a 3-month fixed term contract, with an immediate start available (Monday). This is a fantastic opportunity for someone with strong B2B customer service experience to join a fast-paced and customer-focused environment. Key Responsibilities: Managing customer interactions via phone, email, and internal systems Processing and managing customer orders in line with internal SOPs and compliance requirements Handling general and order-specific enquiries efficiently and professionally Providing accurate pricing and delivery information Investigating and resolving customer queries and complaints Logging all customer interactions and ensuring accurate record keeping Coordinating with internal teams including Sales, Planning, Logistics, and After Sales Support Organising workload to meet strict customer deadlines Supporting continuous improvement within the customer service function Carrying out ad-hoc duties as required Skills & Experience Required: Previous experience within a B2B Customer Service role (essential) Strong working knowledge of CRM systems (SAP desirable) Excellent communication skills, both written and verbal Confident handling complaints and challenging customer situations Strong attention to detail with accurate data entry skills Highly organised with excellent time management Proactive, positive, and customer-focused approach Strong Microsoft Office skills This role requires someone who can hit the ground running, thrives under pressure, and is committed to delivering a high level of customer service. Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer. By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.
Effective Recruitment Solutions Ltd
City, Sheffield
Work From Home Charity Fundraiser / Telesales Advisor You will need recent call handling and fundraising experience for this position. You will need a decent laptop or computer and (call centre type) USB or wireless headset with a microphone to commence this position along with a good broadband connection. Work From Home Charity Fundraiser / Home Based Telesales Advisor A Bristol based charity fundraising call centre is expanding and requires experienced fundraisers to join the team. This job is work from home indefinitely, however you will need your own decent modern computer and a USB headset with a microphone, you also need a good broadband connection with an upload speed above 8 and a download speed above 25. The Work From Home Charity Fundraiser / Telesales Advisor will need good communication skills on the phone and recent charity fundraising experience. There is a telephone interview including a script based roleplay / pretend call and they are doing regular remote training sessions on Zoom. The training pay, so the first 2 days of online Zoom training, which amounts to 14 hours, is held back until you complete 60 hours service. The Work From Home Charity Fundraiser / Telesales Advisor will work an 8 hour day (7 hours paid), five days a week between the hours of 12:00-20:00 Monday to Friday including one Saturday 10:30-18:30, if you work the Saturday you get a day off in the week. This role pays 13.55ph for experienced fundraisers with good OTE commission opportunities. Candidates without experience will start on 12.71ph. The target is 15 sign-ups per week. If you hit 15 sign-ups per week you will earn an extra 1.50ph (see on-target base rate) Every sign-up beyond the minimum target is paid at a rate of 17.50 per sign-up. Please note that due to the high volume of applications submitted, it is not possible to respond to everyone.
Jun 11, 2026
Seasonal
Work From Home Charity Fundraiser / Telesales Advisor You will need recent call handling and fundraising experience for this position. You will need a decent laptop or computer and (call centre type) USB or wireless headset with a microphone to commence this position along with a good broadband connection. Work From Home Charity Fundraiser / Home Based Telesales Advisor A Bristol based charity fundraising call centre is expanding and requires experienced fundraisers to join the team. This job is work from home indefinitely, however you will need your own decent modern computer and a USB headset with a microphone, you also need a good broadband connection with an upload speed above 8 and a download speed above 25. The Work From Home Charity Fundraiser / Telesales Advisor will need good communication skills on the phone and recent charity fundraising experience. There is a telephone interview including a script based roleplay / pretend call and they are doing regular remote training sessions on Zoom. The training pay, so the first 2 days of online Zoom training, which amounts to 14 hours, is held back until you complete 60 hours service. The Work From Home Charity Fundraiser / Telesales Advisor will work an 8 hour day (7 hours paid), five days a week between the hours of 12:00-20:00 Monday to Friday including one Saturday 10:30-18:30, if you work the Saturday you get a day off in the week. This role pays 13.55ph for experienced fundraisers with good OTE commission opportunities. Candidates without experience will start on 12.71ph. The target is 15 sign-ups per week. If you hit 15 sign-ups per week you will earn an extra 1.50ph (see on-target base rate) Every sign-up beyond the minimum target is paid at a rate of 17.50 per sign-up. Please note that due to the high volume of applications submitted, it is not possible to respond to everyone.
THE CHANNEL RECRUITER LTD
Nottingham, Nottinghamshire
Job title : Customer Service Agent Salary: £25,000 p/a Location: Nottingham (3 days in the office, 2 days WFH, Monday - Friday) Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program and many more Are you passionate about delivering outstanding customer experiences? Do you thrive in a fast-paced environment where no two days are the same? We're looking for a proactive and personable Customer Service Advisor to join a growing and supportive team in Nottingham. Join XMA - a leading UK technology solutions company partnering with the biggest names in the industry. Established in the 80's, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we're an independent UK company with full geographic coverage - and our skilled workforce serves a diverse customer base across the public and private sector. We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real-life outcomes. We collaborate closely to bring that positive impact home. Key Responsibilities: Customer Service Agent Answer incoming customer phone calls Respond to customer emails in a professional and timely manner Log, update and manage tickets within the ticketing system Add updates to internal trackers and records Handle and respond to customer complaints Escalate complex or urgent issues to the appropriate team Provide a high standard of customer service at all times Skills and Experience: Customer Service Agent Strong customer service skills Good administrative and organisational skills Confident written and verbal communication Ability to manage multiple tasks and prioritise effectively Comfortable using IT systems and maintaining accurate records Working Pattern: 7.5 working hours per day plus a 1-hour lunch break Shifts between 8:00am and 6:00pm No weekend work Office-based 5 days per week during initial training period Hybrid working available after training, with 3 days in the office and 2 days working from home We're proud to be recognised as a Disability Confident Level 3 Employer-the highest level in the UK Government's scheme. This reflects our ongoing commitment to fostering an inclusive, supportive culture where everyone has the opportunity to thrive. Through our inclusive recruitment practices, we ensure that individuals with disabilities are given fair and equal access to opportunities within our organisation. As part of this commitment, we participate in the Guaranteed Interview Scheme, which offers an interview to any candidate with a disability who meets the essential criteria for the role. We will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process. If you have any such requirements, please do not hesitate to contact us on our email which is , we will be happy to action your requests.
Jun 11, 2026
Full time
Job title : Customer Service Agent Salary: £25,000 p/a Location: Nottingham (3 days in the office, 2 days WFH, Monday - Friday) Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program and many more Are you passionate about delivering outstanding customer experiences? Do you thrive in a fast-paced environment where no two days are the same? We're looking for a proactive and personable Customer Service Advisor to join a growing and supportive team in Nottingham. Join XMA - a leading UK technology solutions company partnering with the biggest names in the industry. Established in the 80's, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we're an independent UK company with full geographic coverage - and our skilled workforce serves a diverse customer base across the public and private sector. We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real-life outcomes. We collaborate closely to bring that positive impact home. Key Responsibilities: Customer Service Agent Answer incoming customer phone calls Respond to customer emails in a professional and timely manner Log, update and manage tickets within the ticketing system Add updates to internal trackers and records Handle and respond to customer complaints Escalate complex or urgent issues to the appropriate team Provide a high standard of customer service at all times Skills and Experience: Customer Service Agent Strong customer service skills Good administrative and organisational skills Confident written and verbal communication Ability to manage multiple tasks and prioritise effectively Comfortable using IT systems and maintaining accurate records Working Pattern: 7.5 working hours per day plus a 1-hour lunch break Shifts between 8:00am and 6:00pm No weekend work Office-based 5 days per week during initial training period Hybrid working available after training, with 3 days in the office and 2 days working from home We're proud to be recognised as a Disability Confident Level 3 Employer-the highest level in the UK Government's scheme. This reflects our ongoing commitment to fostering an inclusive, supportive culture where everyone has the opportunity to thrive. Through our inclusive recruitment practices, we ensure that individuals with disabilities are given fair and equal access to opportunities within our organisation. As part of this commitment, we participate in the Guaranteed Interview Scheme, which offers an interview to any candidate with a disability who meets the essential criteria for the role. We will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process. If you have any such requirements, please do not hesitate to contact us on our email which is , we will be happy to action your requests.
Location: Farnborough, HampshireSalary: £32,000 - £38,000 per yearWant something a little different from your usual Customer Success Manager role? Want to be able to combine sales with account management working in a sector that provides real impact on the lives of some of the most vulnerable people? Currently working in the Care Sector but keen to pivot your career? If so that then this position could be just what you're looking for. About the role:On behalf of our client, we are recruiting for a Customer Success Manager, an essential member of their team to work either full-time or part-time. You will be responsible for building, nurturing, and managing long term client relationships, generating leads, and guiding prospective customers through their journey from product demonstrations through to the completion of the sales process.You'll also be required to provide support to their clients throughout their customer life cycle - from onboarding through to end of subscription, offering consistent support and excellent customer service, handling their queries, providing assistance where necessary and sharing feedback with internal teams to support development. What you'll do: Proactively generate and follow up on leads, conducting discovery calls, qualifying opportunities, and arranging and delivering system demonstrations. Play an integral part in generating new sales that will turn into long-lasting relationships by gaining an understanding of their business needs and pain points. Build and maintain trusted, long-term client relationships to drive customer loyalty and retention. Develop and execute a structured contact strategy, ensuring regular communication, reviews, and proactive account management. Identify and act on opportunities for upselling and account growth, as well as addressing potential concerns early. Manage the renewal process in a timely and structured manner, with a view to retain and expand relationships. Act as the key liaison between customers and internal teams, ensuring clear, structured communication of customer needs and feedback. Oversee the onboarding process for new clients, ensuring a smooth and positive customer experience. Resolve customer issues and complaints promptly, working closely with technical colleagues where required to maintain trust and satisfaction. What you'll need: Experience in the care sector and a strong understanding of its challenges, or the ability to demonstrate clear knowledge of how the sector operates and what improvements are needed. A commercially minded but customer-focused approach, with the ability to close sales while also valuing long-term customer success and aftercare, adding real value to the client relationship. Strong communication skills with the ability to adapt your style to different audiences and situations. Confidence operating across both sales and account management responsibilities, with a natural, engaging manner in person, over the phone, and in writing. Strong IT and computer literacy, with experience using CRM systems and the ability to confidently demonstrate a software platform to clients. An understanding of the link between customer success and service improvement, with the ability to feedback client needs to help shape and enhance the product. A proactive, solutions-focused mindset with the ability to advocate for system improvements that enhance the customer experience. This is an entry-level position, ideally suited to someone looking to take the next step in their care career outside of a traditional care setting. What's in it for you? The opportunity to make a real difference in the care sector in a role you can make your own. Options for full time and part time employment Working in a small but highly collaborative environment Career development This vacancy is being managed by our retained HR Consultancy - HRCentral Limited. No agents, please.REF-
Jun 11, 2026
Full time
Location: Farnborough, HampshireSalary: £32,000 - £38,000 per yearWant something a little different from your usual Customer Success Manager role? Want to be able to combine sales with account management working in a sector that provides real impact on the lives of some of the most vulnerable people? Currently working in the Care Sector but keen to pivot your career? If so that then this position could be just what you're looking for. About the role:On behalf of our client, we are recruiting for a Customer Success Manager, an essential member of their team to work either full-time or part-time. You will be responsible for building, nurturing, and managing long term client relationships, generating leads, and guiding prospective customers through their journey from product demonstrations through to the completion of the sales process.You'll also be required to provide support to their clients throughout their customer life cycle - from onboarding through to end of subscription, offering consistent support and excellent customer service, handling their queries, providing assistance where necessary and sharing feedback with internal teams to support development. What you'll do: Proactively generate and follow up on leads, conducting discovery calls, qualifying opportunities, and arranging and delivering system demonstrations. Play an integral part in generating new sales that will turn into long-lasting relationships by gaining an understanding of their business needs and pain points. Build and maintain trusted, long-term client relationships to drive customer loyalty and retention. Develop and execute a structured contact strategy, ensuring regular communication, reviews, and proactive account management. Identify and act on opportunities for upselling and account growth, as well as addressing potential concerns early. Manage the renewal process in a timely and structured manner, with a view to retain and expand relationships. Act as the key liaison between customers and internal teams, ensuring clear, structured communication of customer needs and feedback. Oversee the onboarding process for new clients, ensuring a smooth and positive customer experience. Resolve customer issues and complaints promptly, working closely with technical colleagues where required to maintain trust and satisfaction. What you'll need: Experience in the care sector and a strong understanding of its challenges, or the ability to demonstrate clear knowledge of how the sector operates and what improvements are needed. A commercially minded but customer-focused approach, with the ability to close sales while also valuing long-term customer success and aftercare, adding real value to the client relationship. Strong communication skills with the ability to adapt your style to different audiences and situations. Confidence operating across both sales and account management responsibilities, with a natural, engaging manner in person, over the phone, and in writing. Strong IT and computer literacy, with experience using CRM systems and the ability to confidently demonstrate a software platform to clients. An understanding of the link between customer success and service improvement, with the ability to feedback client needs to help shape and enhance the product. A proactive, solutions-focused mindset with the ability to advocate for system improvements that enhance the customer experience. This is an entry-level position, ideally suited to someone looking to take the next step in their care career outside of a traditional care setting. What's in it for you? The opportunity to make a real difference in the care sector in a role you can make your own. Options for full time and part time employment Working in a small but highly collaborative environment Career development This vacancy is being managed by our retained HR Consultancy - HRCentral Limited. No agents, please.REF-
