Job Description

Situation Manager (Japanese)
Thames Valley Park, Reading
Contract is 18 months

Brook Street is currently working on behalf of our Global IT Client to recruit a Critical Situation Manager who is fluent in Japanese. This is a contract role based in Reading for 18 months.

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: up to £35,300 per annum based on experience, plus £6,000 shift allowance, plus benefits

Job Description
The Critical Situation Management Execution Team (CMET) is part of the Customer Support and Service (CSS) Organisation. The CMET team owns the overall CritSit Process. The team works across Services, EPG and Business groups ensuring all the parts are compliant with the process and ensuring a high-quality customer and partner experience when facing a CritSit.

CritSits are business critical situations escalated by the company's highest priority Premier customer segment. Premier customers include government, military, and fortune 500 companies.

The CritSit Manager role is part of the CMET Execution Team and will assist with managing CritSit situations across all technologies. Their primary focus is to meet customer needs by effectively managing internal and external resources and communication across all the parties involved on a CritSit.

The global execution team (EMEA, Americas and APAC regions) provide 24x7, 365 days a year coverage for Premier by managing our Enterprise and Partner clients' most severe business impact issues, identifying internal failings and driving positive change.

This role's purpose is to:
" Address high priority customer's escalations needs
" Participate in 24x7 Coverage schedule providing timely, reliable and high-quality responses.
" Interface with various company groups and departments within the Customer and Partner to drive resolution.

Responsibilities
" Managing Premier Customers' and Partners' Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed.
" Expand internal visibility of Premier Customers' Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.
" Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process the CritSit System.

Candidate Requirements
" Fluent business level written and verbal communication skills in English and Japanese
" 3-5 years of working experience in a customer-oriented job position.
" Ability to work weekend and public holidays is required.
" Passion and interest in enhancing the customer experiences and experience in direct customer interaction.
" Candidate must be customer oriented and have strong negotiation and problem-solving skills.
" Excellent interpersonal, written and verbal communication skills; This position requires the ability to use assertive, positive and effective communications skills to work effectively across multiple management levels up the executive level.
" Exceptional organisational skills to manage effective escalation within different departments.
" Candidate must have the ability to effectively influence and lead actions across the group and organisation (cross-group collaboration skills).
" Candidate must be action oriented, demonstrate ability to drive issues to resolution on behalf of the customers.
" Candidate ideally has a broad high-level knowledge of company technologies.


Deadline for CV submission: Tuesday 27th November @ 10.00am