Operational Delivery Specialist
Thames Valley Park, Reading
Contract is until June 2019 initially
Brook Street is currently working on behalf of our Global IT Client to recruit a Premier Operational Assist Delivery Specialist (a Customer Services role). This is a contract role based in Reading until 30th June 2019 initially.
As a Brook Street contractor you will be entitled to 25 days holiday per annum, 8 days paid Bank Holidays pro rota, discounted gym membership, use of the onsite health facility, access to online learning and training, free parking and an excellent subsidised restaurant.
Salary: £22,500 per annum, based on experience, plus benefits
In this role you will be aligning the mission of the Service Centre to the Premier service needs of our customers through centralisation, delivery efficiency, accuracy, and consistency in experience. A Service Centre Delivery Specialist will deliver high quality service(s), assist with defining as well as identifying continuous improvements of service definitions, work flow processes and appropriate on-boarding and support of delivery specialists.
In this role you will drive Delivery & Operational Excellence for Company Delivery personnel, by delivering catalogued services following defined work instructions with high quality and within the defined Service Level Agreement/Operating Level Agreement (SLA/OLA) targets. You will also drive efficiency by contributing to organisation and consistent experiences for our Company Delivery Community and customers by being able to identify opportunities to positively affect/impact business results and customer experiences.
" Assist the Delivery personnel in identifying reactive customer cases
" Provide quality delivery of service centre catalogue items in line with catalogue process descriptions, SLAs & guidelines.
" Carry out regular quality reviews and log all issues; taking action when needed.
" Work with the Service Centre delivery leads/managers to improve internal processes/policies.
" Promote teamwork and collaboration through a positive attitude and effective communication.
" Promote cross-regional collaboration and support the global community
Service Specific Responsibilities:
" Manage Axis Contract Decrement requests through Premier Billing Tools
" Follow work flow to determine type of request, pricing, contract/list rate for Axis Contract Decrement Requests
" Close Axis Billing Pages for Axis Contract Decrement requests
" Send Completion Email to TAM for Axis Contract Decrement
" Supplier resources will manage and support the activities related to SAB Transfer and SKU Swaps requests following a well-defined work flow.
" Receive Email from Requestor for Incident Transfer/SKU swap in RMS
" Follow work flow to determine if request can be completed
" Send out of scope, confirmation, or business rule violation email
" Complete request utilising work flow
" Send Completion Email to TAM for SAB Transfer and SKU Swap requests
" Experience in an enterprise support and/or customer service environments
" Knowledge of support, customer service delivery and/or the consulting industry.
" Working knowledge of Office Suite
" ITIL Foundation Certificate and Microsoft Certified Professional certification desirable.
" Bachelor Degree and 2+ years of relevant experience.
" Attention to details including ability to document and quickly reference information.
" Prioritisation and time management skills
" Excellent customer service skills
" Proven problem-solving and adaptability skills and the ability to think critically and use a logical approach to determine the best solution/innovative ideas.
" Able to develop and maintain good working relationships across functional groups.
" Strong written and verbal communication skills.
Deadline for CV submission: Thursday 11th October @ 2.00pm