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Content coordinator - Retail Contact Centre

ING Group Leeuwarden, Netherlands
Posted 2 days ago Permanent Competitive
Content coordinator - Retail Contact Centre
Ready to make an impact as a Content Coordinator? A job in which you coordinate the delivery of the right information towards the members of our Retail Contact Centre. Continue reading!

About the Retail Contact Centre

The Area Retail Contact Centre is the customer contact department of ING. We handle all customer inquiries that come in via phone and chat. On an annual basis, we have approximately 3 million customer contacts. This includes questions about ING's Payment Account and everything related to it, such as debit cards, credit cards, and the mobile banking app, as well as all inquiries about mortgages and investments.

To provide optimal support to our colleague's handling these customer contacts, there are three Centers of Expertise (staff departments). These focus on the themes of Work Force Management, Connecting Tribes & Traffic Reduction, and our Chatbot.

One of the most crucial elements in providing our customers with the correct answer is supplying our employees with the right information. Since we are an organization with different Tribes and different sourcing of information it is of great importance we coordinate the flow of information accordingly.

This creates demand for a content coordinator for our Retail Contact Centre. You will be tasked with coordinating, writing and publishing work instructions in collaboration with Tribes. This provides optimal support to our (Super) Circles so that they can handle incoming customer contacts correctly and efficiently.

The main tasked however, will be to coordinate effectively. The product Tribes will remain content owner and will need to provide you with the right information, at the right time and in the correct format. You will be expected to make small changes, if needed, and publish the information.

The Role of Content Coordinator within the Retail Contact Centre

  • Ensure the information in our knowledge management systems and chatbot is up-to-date and correct at all times.
  • Build and implement a process around the maintenance of the knowledge management systems.
  • Hold yourself and our product Tribes accountable to meet commitments.
  • Help others get the most out of internal information systems by offering coordination, support and advice.
  • Support others by carrying out a range of project management activities.
  • Provide information and clarification on existing procedures, processes and precedents.
  • You build strong relationships with stakeholders and deliver a customer-centric solution.

What is required of you as a content coordinator:

  • Skilled in stakeholder management: You deal with various Tribes, squads, and (Super) Circles. You are able to connect all these parties and make agreements.
  • Someone who takes initiative: You don't wait for squads to come to you; you proactively reach out to ensure the changes are implemented as effectively as possible.
  • Results-oriented and decisive: You don't wait around; you make sure things get done. You are good at conducting analyses and making quick decisions or driving fast decision-making.
  • Able to maintain an overview and assess priorities in chaotic situations: These skills are necessary because we work in an operational environment where many different topics and changes come together on a daily basis.
  • Data-driven: You know where to find relevant data and can prioritize based on the right facts, data, figures, and analyses.
  • A good conversationalist: After all, you represent the interests of our Area. You can convey our viewpoints effectively.
  • Organizationally sensitive: You are aware of what is happening in your area of focus and can connect different aspects. You can also switch quickly between conversing with CJE's and Product Area Leads in the Tribes, as well as members and Leads within our own Area.
  • And you are creative: You curious and are constantly thinking about new ways to work and built a process.

Requirements:

  • HBO-level education or equivalent.
  • 1 year of experience with content management.
  • Experienced in working with knowledge management systems (preferred).
  • Experience within a customer contact organization.
  • Experience with Green/Black Belt projects (preferred).
  • Excellent communications skills in Dutch & English

Rewards and benefits

We want to make sure that it's possible for you to strike the right balance between your career and your private life. You can find out more about our employment conditions at https://www.ing.jobs/netherlands/Why-ING/benefits.htm

The benefits of working with us at ING include:
  • A salary tailored to your qualities and experience
  • 24-27 vacation days depending on contract
  • Pension scheme
  • 13th month salary
  • Individual Savings Contribution (BIS), 3.5% of your gross annual salary
  • 8% Holiday payment
  • Hybrid working to blend home working for focus and office working for collaboration and co-creation
  • Personal growth and challenging work with endless possibilities
  • An informal working environment with innovative colleagues awarded.

About us

With 60,000 employees and operations in approximately 40 countries, there is no shortage of opportunities for people with initiative who want to help people take a step ahead in life and in business. Do you want to work at the cutting edge of what's possible and at the same time ensure you work with integrity and hold the customer's interests at heart? Do you want to be surrounded by progressive, inspiring, diverse and supportive colleagues? Then there is no better place to invest your talents than at ING. Join us. Apply today.

Questions?

Contact the recruiter attached to the advertisement for more information. Want to apply directly? Please upload your CV and motivation letter by clicking the "Apply" button. Please note, multiple interview steps involving various business stakeholders will be part of the selection process.
Job ID  REQ-10077223
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