Greg Young Email & Phone Number

Glasgow, Scotland, United Kingdom

Glasgow, United Kingdom

Glasgow, United Kingdom

Key Responsibilities:Team ManagementMeasure and help deliver team targetsMonitor, manage and prioritise daily work load for team membersManage work threads to SLA escalating and resolving where necessary any potential risks or failuresHelp prepare and perform regular appraisals, alongside the Team ManagerProvide performance feedback and development to address any gaps in reaching targets within the teamSupplier Management & Support Tasks:Maintaining service affecting issues log and seeking resolution for customer impacting issuesAttend Service Review Meetings with suppliers and customers as requiredIdentifying areas for improvement and flag these to Team Managers e.g. automation opportunities/process enhancementsResponsible for delivering service which provides an excellent customer experienceEscalate serious issues in a timely fashion to gamma managementEnsure documented processes are current and followedReporting:Collate/monitor daily, weekly and monthly figures for the Team ManagerProvide commentary on performance including identification of any risks/issues/areas for improvement and implementing recovery plans where key targets are not being metAssist with providing weekly/monthly stats on team and workflow performance for discussion at team meeting, and for escalation into Senior Manager meetingsEscalation Management:Own the customer contact for team / product escalations where required to ensure resolution on behalf of the customer Understand and use effectively/appropriately escalation paths to seek resolution for customer queries, ensuring the customer is updated throughout Conduct root cause on resolution of any incident/escalation to identify cause of failing and preventative actionsImplement improvements to prevent re-occurrenceCommunicationsEnsure technicians provide clear customer communications via both email & phone contactEnsure technicians use appropriate and professional language through customer communication

Glasgow, United Kingdom

Key Responsibilities:Reporting directly to the Operational Quality Manager I am responsible for identifying gaps in service delivery and formulating and delivering actions to address these gaps. This will cover in life and new products. A key part of the role will also be to own the partner facing knowledge bases and to ensure content is tailored to reduce contact rates into customer services.Knowledge Management:• Identify required content for the knowledge base. This will be a combination of liaising with key stakeholders to produce partner specific information e.g. product specifications and authoring content for use by internal teams and customers e.g. scripts for troubleshooting• Translating New Product process maps into a usable format for use on the knowledge base• Monitoring inbound call reasons and tickets types to identify potential gaps in partner knowledge and address accordingly, target being to reduce non value adding contentService Improvement• Via partner & employee feedback & analysis of contact reasons, identify potential service gaps. Work alongside key stakeholders to deliver solutions to these service gaps• Produce weekly issues lists and project plans to track issues and improvements• Raising issues internally to product managers and externally to industry/suppliers/3rd parties• Identifying areas for improvement and presenting these for consideration e.g. automation opportunities/process enhancements• Responsible for delivering service which provides an excellent customer experience• Be a key player in assessing and defining new product requirements.Reporting:• Collate/monitor daily, weekly and monthly figures as required e.g. contact reasons, knowledge base usage• Provide commentary on performance including identification of any risks/issues/areas for improvement and implementing recovery plans where key targets are not being met

Glasgow, United Kingdom

• Placing and managing orders for WLR3, ISDN2 and ISDN30 systems using a variety of internal and external systems.• Processing faults through to completion on all WLR3, ISDN2 and ISDN30 systems and ensuring this is completed within SLA• Provide clear customer communication regularly through email and also over the phone.• Deal with any escalations on behalf of the customer when necessary; to both line management and the appropriate actioning team.• Assist with the development and implementation of new procedures within the business.• Provide training to all new members of the provisioning team on systems, procedures, product knowledge, etc.

Manchester/Glasgow

Fault Management:• Receive and correctly log customer reported service faults• Complete full diagnostics with end users to enable a high percentage of fault resolution at first point of contact with a strong emphasis on and IPT and data products• Ensure all faults are progressed & cleared within SLA – escalating to other internal and external teams as required• Keep customers regularly updated during the period of their open fault• Provide notice of any expected service disruption to customersOrder placement and provisioning• Place product orders using a variety of internal and external systems• Clearly communicate timelines for provision to customers• Jeopardy manage provision activities to ensure actioned within SLA• Clearly communicate progress to the customer throughout the process• Provisioning will be for both large scale complex projects and business as usual provisioning requestsCustomer Query resolution• Identify potential churn risks, escalate accordingly into account management teamsEscalation Management:• Escalate as necessary on behalf of the customer – both to the appropriate actioning team and to line management • Understand and use effectively/appropriately escalation paths to seek resolution for customer queries, ensuring the customer is updated throughout • Conduct root cause on resolution of any incident/escalation to identify cause of failing and preventative actionsCommunications• Provide clear customer communications via both email & phone contact• Use appropriate (i.e. tailored to the callers telco knowledge) and professional language through customer communication

Hnd Software Development

Education record