JOB TITLE: Service Co-ordinator (incident management)


Industry : IT & Telecoms Job Location : Liverpool
Job Reference : 10642 Job Category : Call Centre and Customer Service
Employment Type : Permanent Posted : 30/04/2014
 
Salary & Benefits : £28000 - £30000 per annum + pensions, holidays, mob, lap
 
Experience Required : See Job Description
 
Education Required : See Job Description



Please note you must be permitted to work in the EC to apply for this job.

Job Summary

Service co-ordinator Liverpool £28-£30K Holidays, Pension, Health, mobile, laptop The Opportunity, This is an ideal opportunity for a high energy, customer focused, and technically minded individual to join a leading fraud prevention company. The company provides a range of software products to the banking sector and you will act as a direct liaison between the bank and the company and take a lead in managing all incidents that interrupt the service.


Job Description

Service co-ordinator

Liverpool

£28-£30K Holidays, Pension, Health, mobile, laptop

The Opportunity,

This is an ideal opportunity for a high energy, customer focused, and technically minded individual to join a leading fraud prevention company. The company provides a range of software products to the banking sector and you will act as a direct liaison between the bank and the company and take a lead in managing all incidents that interrupt the service provided.

The Role

The key function of this role is to be the first point of contact to the banking organisation when the client's services provided breaks down. Incidents of this nature cause considerable cost and damage to the banking organisations and so the clients team needs to manage the situations with the upmost care and attention. The team need to respond with answers in regards to faults as quickly as possible.This role will require you to update the banks supplier manager every 10 to 15 minutes during these times. The customer is demanding at times of normal business but this increases three fold when an incident occurs. It is therefore paramount that that you are able to build an excellent relationship with the client. Once an incident has occurred you will need to arrange conference calls for all parties to converse to find solutions, and provide further updates, and recommendations on how to prevent future issues. The role will require you look at ways with which the incident management process can be improved recommending changes which will make things more efficient. You will be required to work alongside the data analyst to look at trends in incidents and also play a leading role in forecasting and capacity planning as over capacity could lead to further incidents. You will be required to liaise with both suppliers of data and voice services to ensure that they remain focused on preventing any interruptions to service which will impact the team.
The role will require you understand both the complex nature of a very large organisation and also the more dynamic structure of a smaller SME.
The role will require you to attend monthly review meetings in London to explain incidents and present suggestions and proposals to improve service management.

The Candidate

We are looking for a very high energy, enthusiastic individuals with a friendly and professional attitude who is positive and resourceful. We are looking for candidates who have a blend of technical understanding combined with very customer focused skills. This role will suit candidates who remain calm under pressure and who thrive in a fast paced and demanding environment. Candidates will need very strong communication skills and be able to communicate with senior managers at differing levels of the organisation.
We are looking for candidates who have experience within service or incident management, ideally with a company providing a technical product. We are looking for candidates who have ideally experienced both large organisational hierarchy's as well as smaller SME with their flatter structure.
Ideally candidates will be degree educated in a subject with some technical modules relating to applications, internet, online services or business. Or have equivalent working experience in a technical and client managements role. The role will require you to have above average I.T. skills and be able to look at graphs and data and determine trends.
It has been suggested that this role could suit someone who has worked in online services or a project co-ordinator.

The Company

The company are a subsidiary or a larger parent company who are experiencing times of growth and prosperity due to the software and fraud products they offer. The company actively promotes the development and progression of its employees and this is should be viewed as a fundamental advantage to any candidates wishing to apply.

Bluefire consulting is an employment company acting on behalf of the client company.


Job Keywords

banking, financial, software, project, incident, team leader, account, manager , supervisor, client, technical, report, analyst, data, IT, fraud, online, analysis, support, 2nd line, service, helpdesk, sales, relasionship, retail, telecoms, targets



Bluefire Consulting is an equal opportunities Employment Business/Agency specialising in Call Centre and Customer Service recruitment on a UK wide basis.

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