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.

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.
• 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.
• 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

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

Hnd Software Development

Education record