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Telephony Manager, Based Durham

Role: Telephony Manager
Company: npower
Salary: Competitive remuneration package
Location: Based Durham (some travel to other sites required on an ad hoc basis)


npower are searching for a  Telephony Manager  to join our Commercial, Planning and Performance Team. This is a great opportunity to join a business as it begins an exciting journey of change in a customer led environment.  The position will be to focus on managing a team of Analysts to update and maintain telephony routing strategies to ensure they are operating in the most effective way to benefit the business.

Role description  
As a  Telephony Manager you will report to the Channel Interaction Manager within the Channel Interaction team. The  Telephony Manager will be responsible for the delivery and ongoing change management of IVR routing and configuration and will be required to co-ordinate all  Channel changes along with providing recommendations for future change.


  • Co-ordinate and implement all change activities within the Avaya platforms and adjunct systems and by analysis of contact routing ,whether via ACD or other channels, support business objectives with the design and implementation of innovative contact solutions.
  • Ensure that accurate records are kept in order that all changes can be tracked and monitored for effectiveness.
  • Deliver workshops and side by side coaching to develop the Contact Channel Analysts  in order that they can undertake administration duties on the switch. 
  • Work closely with other areas of the business on telephony projects taking the role of project lead as required. 
  • Work with the  MI, Domestic Change, Operational Readiness, Digital  and  Resource and Planning teams on ensuring that a co-ordinated approach is taken across the Centre Support 
  • Be pro-active in seeking ways to ensure best practice and continuous improvement policies are implemented. 
  • Manage the cataloguing of all telephony procedures and ensure that accurate routing flowcharts are maintained.
  • Act as the central point of contact on all call routing issues impacting all contact channels, providing expert advice to all users. 
  • Responsible for the provision of all call centre users while maintaining control of overall platform costs
  • Accountable for any first line faults that occur within the Avaya platform ensuring key stakeholders are engaged and all possible steps are taken to minimise Call Centre disruption
  • Manage relationships with 3rd party suppliers

Skills and experience

  • Experience of managing, training and developing a team of analysts to deliver technical changes
  • Excellent communication skills (face to face, telephone and presentation) including experience of working with 3rd parties 
  • Dedication to detail demonstrated through the ability to identify trends and exceptions and make value added recommendation’s based on findings
  • IT Literacy including working knowledge of Avaya and Genesys telephony platforms
  • Previous experience of project delivery (Prince2 / Lean Six Sigma desirable not essential)
  • Able to convert and present technical information to senior stakeholders
  • Experience of managing call routing to multiple sites including overseas and home working
  • Understanding of the call centre environment. 

Why work for us
As well as a competitive salary and impressive benefits package you’ll also get the opportunity to really shape the future of our business. Along the way we’ll give you all the support you need to develop your skill set and achieve your long term ambitions.

Competitive remuneration package

Company overview 
npower (Npower Group plc) is one of Britain’s leading energy companies, and is part of the innogy SE group.

We serve around 5.1 million residential and business accounts with electricity and gas, with key sites in the Midlands, North and North-East of England.

Every year, we issue over 22 million bills and answer around 12 million phone calls.
npower is one of the most successful providers of energy supply and solutions to British businesses, and are the first energy company to be awarded the Carbon Trust Triple Award for sustainable management of energy, waste and water.

Please apply online at and search Telephony Manager  then select the 'Apply' button and upload your CV directly. Applications will only be accepted via the ‘Apply’ button.

Agencies: we operate a preferred supplier arrangement, however if you wish to be considered at the next review session please submit a brief overview of your capability to  





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