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OPEN POSITIONS
The Levens Garth Group’s work is founded on the principle that all Organisations around the World should have equal access to funding opportunities. We seek talented professionals looking to contribute to this important mission as members of our international workforce. The Levens Garth Group offers a dynamic work environment, opportunities for professional development and a competitive pay and benefits package. We are committed to achieving a diverse, multicultural and gender balanced workforce with broad representation from across the globe.
CUSTOMER CONTACT CENTER MANAGER
Position Available
Job Purpose:
• To drive and ensure the provision of consistently high-quality customer experience through quality service interactions by the Customer Contact Centre and Service Centre Teams in compliance with overall the Customer Experience strategy and standards while ensuring full accessibility and availability of the Centre to Customers and Partners.
Key responsibilities
• Ensure the Customer Contact Centre adheres to the defined CX Vision, service standards and maintains high level performance
• Lead and manage the staff at the Customer Contact Centre to ensure the existence of an environment where the team has high engagement, motivation and energy levels by being highly responsive to their concerns and needs.
• Manage and optimize Customer Contact Centre resources including and not limited to: the organization and planning of Customer Contact Centre staff schedules/shifts; Customer Contact Centre systems and processes.
• Manage the relationship with the outsourced service provider/s and ensure their contracted obligations are met and escalate any areas of non-performance or concern
• Formulate and maintain Customer Contact Centre metrics and processes for best-in-class experience.
• Provide daily/weekly/monthly insightful metrics and reports that speak to operations and provision of service to Department Units and customers at large
• As a member of Customer Experience team, ensure monthly report is provided in a timely manner
• Develop and follow through on service improvement initiatives and processes for the Business from Customer feedback obtained from Customer Contact Centre to ensure overall Service improvement for the Group.
• Define and maintain customer service standards including communication to customers across the The Levens Garth Group Group
• Drive the uptake of digital channels by customers
• Drive cost and operational efficiencies via streamlined processes and identification of such like opportunities
• Ensure the Customer Contact Centre’s compliance to The Levens Garth Group Policies and Procedures.
• Put in place and implement staff learning and development plans for all Customer Contact Centre Services and support teams.
• Champion customer centric culture across The Levens Garth Group
• Ensure a robust business continuity plan is in place at all times
• Perform any other duties as may be assigned from time to time
Key Performance Measures
• As described in your Personal Score Card
Knowledge, experience and qualifications required
Knowledge, experience and qualifications required
• University degree in a social science or business related field.
• At least 3-4 years’ experience running a Contact Centre in financial services industry or Telco.
• Excellent relationship development skills applied within a customer service role
• Excellent written and verbal communication
• Ability to create Executive Level Presentations for Topic Discussions
• Strong interpersonal and negotiation skills
• Build rapport and establish relationships with internal and external stakeholders using a collaborative manner to achieve desired results
• Strong customers/stakeholders engagement and management skills
• Proven ability to multi-task and prioritise tasks – in particular the ability to support and prioritise tasks from more than one team member
• High level attention to details and commitment to quality
• A demonstrated understanding of how efficient process and correct behaviour enable excellent customer service.
Leadership category responsibility framework (Core Competencies)
Change Leaders in The Levens Garth Group need to:
• Strategically lead a function to service customers from a sustainable and growing customer base whilst increasing profit;
• Continuously configure and adapt the functional area to most effectively suite the future view of the business;
• Introduce new concepts so that they are adopted appropriately at the right time (manage the rate of change);
• Be in touch with the changing industry, customer needs and international best practice;
• Improve the efficiency of the function by appropriately challenging managers about operational and tactical issues;
• Ensure the function has the most appropriate people capability through effective inspirational leadership, people development, and optimized succession planning;
• Ensure clarity of expectations for individuals in the function and other stakeholders across the group;
• Facilitate functional integration;
• Ensure the development and establishment of appropriate behavior and values (culture) within the function that aligns with the strategic direction and values of the business;
• Coordinate between functions and divisions to ensure optimization of the value chain and resources;
• Ensure alignment of strategy, objectives and deliverables within the function;
• Develop innovative partnerships and distribution channels to increase The Levens Garth Group’s market penetration;
• Ensure a seamless experience for clients;
• Appropriately allocate funds and capital to maximize shareholder value;
• Adequately manage operational risk;
• Increase operational efficiency;
• Provide access to accurate and consistent information and services across all channels;
• Improve quality and speed of decision making across the business.
MARKETING INTELLIGENCE LEAD
Position Available
QUALIFICATIONS
• Bachelor’s degree in quantitative discipline: statistics, quantitative psychology, math, economics/econometrics, or other quantitative decision sciences
• 6+ years of progressive business experience in market research, business analytics, data-driven decision making
• 4+ years of experience working in a fast-moving consumer goods company and/or data – analytic supplier with track record of working in multiple marketing data science focused projects
• Experience leveraging analytics methods including techniques such as sentiment analysis, segmentation to enable effective decision making.
• Excellent communicator with ability to distill complex issues into clear, concise communications
• Excellent problem-solving skills and experience analyzing large amounts of data.
• Function as a key business partner to understand business needs and operationalize into analytical projects
• Working knowledge in visualization platforms and customization (Power BI, Tableau etc.)
RESPONSIBILITIES;
• Develop and implement the market intelligence and insights strategy
• Build appropriate business intelligence on past trends to build future forecasting tools to support marketing programmes
• Define & implement all market reporting/dashboards/consolidation requirements to monitor The Levens Garth Group performance in the market
• Communicate strategy and analytic results in an actionable and non-technical manner to leaders
• Use all available data and market knowledge to generate market insights, identify opportunities and drive growth
• Interpret data, write reports and provide actionable recommendations
• Lead Quarterly Insights Meetings to ensure bottom-up and top-down intelligence sharing
• Lead cross-collaboration on market research, advanced analytics initiatives, stay informed on market insight advances
• Evaluate market trends with concrete recommendations for optimization of business portfolio and strategy
• Conduct routine business analysis including key drivers and opportunities for improvement
• Lead ad hoc business analysis on key issues such as innovation performance, event/seasonal performance, business segment performance, etc.
• Mine data sources for cross market learning and provide implications for current and new business opportunities
• Partner with relevant COEs to identify and operationalize opportunities for growth
• Collaborate with Research Tribe to understand the company’s position vs. competitors, recommend opportunities for improvements
• Analyze potential market and product gaps across the company’s new and existing products along with value added products
• Determine new opportunities and trends by conducting ad hoc analysis to obtain market insights.
REQUIRED SKILLS;
Market research, intelligence, Business development, Business strategy, Business intelligence, Marketing.
BUSINESS AND PRODUCT STRATEGY LEAD
Position Available
About the team
Our firm is investing in new ways to deliver value to our clients, bringing IP to the market through the use of assets. The Assets & Hybrid Business Ventures offering was established to surface, build, incubate, scale, and maintain new, world-class technology-based assets focused on improving the customer experience. Among our highest-priority assets is TrueServe™, a contact center solution that integrates industry-leading capabilities through cutting-edge technology to transform our clients' abilities in customer support and service. By adopting DCC, our clients will be able to enhance their customer experience while simultaneously increasing visibility to their support organization and reducing investment and ongoing costs. This is just one example of the assets that our team is bringing to market to help us provide even faster time to value and reduced risk throughout our clients' transformation journeys.
Work You'll Do:
The Business and Product Strategy Lead in our Assets and Hybrid Business Ventures team will be responsible for developing the strategy and approach to position our assets in the marketplace. This resource will be responsible for collecting and providing market information, identifying competitive positioning/differentiation, and conducting analysis to develop insights for the evolution of the product portfolio, including supporting the business and pricing strategy. A demonstrated ability to collaborate and align with technical and non-technical stakeholders, clearly translate value propositions into impactful, end-user benefits messaging is required. A successful candidate will have experience building a compelling business case and value proposition for our clients. You will also:
• Work closely with the technology and product team to influence and help shape the product roadmap to drive new features and adoption based on market trends.
• Maintain and manage competitive intelligence and comparisons by working with cross-functional stakeholders and executing self-led research.
• Support continuous analysis of competitors and market trends in a fast-moving market to understand competitor platforms, including technology, capabilities, market share, and competitive SWOT analysis.
• Support the development of unique asset business cases for different market segments and practices, combining knowledge of tool capabilities and client needs.
• Develop value propositions for our clients utilizing our assets in support of client project teams and proposal work.
• Communicate the value of new assets and solutions to a diverse range of internal audiences across all seniority levels.
• Develop product positioning and messaging platforms to guide creative marketing & PR campaigns.
• Assist the marketing and sales functions in creating asset or solution-related content such as case studies, videos, website copy and blog posts.
• Gain insight into customer use of current products, untapped opportunities and buyer personas.
• Continually develop market and industry knowledge and become a subject matter expert on our competencies and technology.
Qualifications:
Required:
• 5+ years of experience in product strategy and new business innovation.
• Experience working with cross-functional teams on new product/offering launches.
• Demonstrated ability to communicate the value of complex solutions in a way that is easily understood and appealing to diverse audiences.
• Proven track record as a subject matter expert, capable of building extensive knowledge of the marketplace and competitors in support of marketing strategies.
• Successful performance in a matrixed environment. Demonstrated ability to manage multiple initiatives simultaneously while consistently delivering high quality results.
• Proactive, detail oriented, flexible, and able to multi-task. Strong organizational skills, including project management experience.
• Computer literate (Word, Excel, PowerPoint). Familiarity with integrating various technologies to support marketing efforts.
• Bachelor's Degree or equivalent and relevant experience in a product or business strategy role.
• Must be legally authorized to work in the United Kingdom without the need for employer sponsorship, now or at any time in the future.
• Ability to travel up to 30%, on average, based on the work you do and the clients and industries/sectors you serve.
Preferred:
• Experience with customer service/ support organizations and the metrics used to measure and capabilities important to these organizations.
• Experience with customer/market segmentation, positioning and value proposition development
• Hands-on messaging experience is highly desirable, particularly related to conveying complex business issues and/or industry trends in a clear, concise, and impactful style.
• An independent self-starter, and excellent team player in a demanding and dynamic environment.
• A passion for product development and marketing, taking a solution from its beginning to success in the marketplace.
• A drive to win, to be the best in the market and to make our customers and team successful.
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#AHBV
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
RISK MANAGERS
Position Available
The duties under a Risk Management job description include the following:
Designing and implementing an overall risk management process for the organisation, which includes an analysis of the financial impact on the company when risks occur
Performing a risk assessment: Analysing current risks and identifying potential risks that are affecting the company
Performing a risk evaluation: Evaluating the company’s previous handling of risks, and comparing potential risks with criteria set out by the company such as costs and legal requirements
Establishing the level of risk the company are willing to take
Preparing risk management and insurance budgets
Risk reporting tailored to the relevant audience. (Educating the board of directors about the most significant risks to the business; ensuring business heads understand the risks that might affect their departments; ensuring individuals understand their own accountability for individual risks)
Explaining the external risk posed by corporate governance to stakeholders
Creating business continuity plans to limit risks
Implementing health and safety measures, and purchasing insurance
Conducting policy and compliance audits, which will include liaising with internal and external auditors
Maintaining records of insurance policies and claims
Reviewing any new major contracts or internal business proposals
Building risk awareness amongst staff by providing support and training within the company
Risk Management job qualifications and requirements
A degree in the following subjects is not vital but can be included in a job description:
Risk Management
Management or Business Studies
Finance or Economics
Science
Statistics
Engineering
Law
Postgraduate degrees are not mandatory, but may also be beneficial.
If a candidate does not have a degree, a career in risk management is certainly still possible, but would mean working up the career path, likely starting at an administrative level.
When compiling a Risk Management job description, it’s important to also display the following skills:
Analytical skills and an eye for detail
Commercial awareness
Numerical skills
Planning and organisational skills
Ability to understand broader business issues
Communication and presentation skills
RESEARCH PARTNER
Position Available
Summary
Collects edits, processes, and coordinates research data in support of a specified research study or group of studies. Arranges and conducts field interviews as appropriate to the study, and records research data in accordance with specified protocol and procedures. Travels to various sites within a specified geographical area, as appropriate to the objectives of the study.
Duties and Responsibilities
Travels to field sites to collect and record data and/or samples as appropriate to the specific objectives of the study.
As appropriate to the specified position, codes and verifies data in accordance with specified research protocol and coding procedures, and enters data into a computer database and/or spreadsheet application for subsequent analysis.
Develops or assists in the development of interview schedules; contacts potential subjects to introduce and explain study objectives and protocol, and to arrange interviews, either in person or by telephone.
Identifies and compiles lists of potential research subjects in accordance with study objectives and parameters, as appropriate to the individual position.
Conducts and records face-to-face and/or telephone interviews with subjects, in accordance with predetermined interview protocol, data collection procedures, and documentation standards.
Reviews and edits data to ensure completeness and accuracy of information; follows up with subjects to resolve problems or clarify data collected.
May set up, calibrate, and maintain field research equipment, as specified by the requirements of the study.
May lead or guide the work of employees.
Performs miscellaneous job-related duties as assigned.
Minimum Job Requirements
High school diploma or GED; at least 1 year of experience directly related to the duties and responsibilities specified.
Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.
BRANCH CUSTOMER SERVICE REPRESENTATIVE
Position Available
This is your job opening description. Provide assistance to all customers coming to branch and schedule all services calls for customers.
Perform re service for all customers to ensure optimal level of customer satisfaction and resolve all issues.
Perform survey on all present customers and establish quality for all employees and maintain professional relationships with all customers to maintain effective interaction channel.
Monitor all customer requests for service cancellations and recommend appropriate solutions to resolve all customer service issues.
Provide emergency support to all customers to resolve all issues and prepare and ensure compliance to work schedule to meet all business requirements for clients.
Coordinate with call center customer service representative and service manager to resolve all issues and provide support to all activities to ensure achievement of all customer objectives.
Maintain and update customer contact bases and ensure achievement of all promotional sales targets through effective sales referral process.
Ensure compliance to all cash transactions according to required procedures and performance standards and assist to balance all transactions at end of shift.
Monitor and ensure compliance to all branch cash control and security requirements and maintain knowledge on all company products and services and update knowledge when required.
Oversee all operational risk control procedures and ensure compliance to all regulatory standards and policies of the GR Consultancy Group.
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