Web Chat Implementation Specialist

WEB CHAT IMPLEMENTATION SPECIALIST - INSIDE IR35 - INITIALLY RUNNING TILL JUNE 2025

One of Loriens leading Public Sector Clients is looking for a Web Chat Implementation Specialist to join their team on an initial short term contract running up to Jun 2025.

This role is hybrid based in either Stirling, Edinburgh or Eurocentral.

We are seeking a Web Chat Implementation Specialist to support the setup, testing, and roll out of a new web chat function within our customer contact operations. This role will involve configuring the web chat and email system, liaising with IT teams, refining work flows, and ensuring a smooth transition for staff and customers. The successful candidate will also document processes, provide user guidance, and assist with troubleshooting as the system goes live.

Essential Skills

• Experience in implementing or managing web chat in a contact centre or customer service environment.
• Strong understanding of digital customer engagement and multi-channel communication (calls, emails, web chat).
• Experience with configuring and testing customer contact software, including CRM integration.
• Ability to liaise with IT teams for system setup and issue resolution.
• Strong analytical and problem-solving skills to streamline workflows.
• Excellent documentation and training skills for user guidance.
• Strong communication and stakeholder management abilities.

Desirable Skills

• Experience with Amazon Connect, Genesys, Storm, or similar platforms.
• Background in UX design or customer journey mapping.
• Familiarity with automation tools and chatbots.
• Previous experience in the public sector or regulated environments.
• Knowledge of customer service best practices and digital accessibility standards.

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.