End to end delivery of the IT Major Incident Management Process, Change Management and Problem Management. Participation in quarterly meetings to present quarterly operations data analysis.

• Providing help and advice to customers using your organization’s products or services;• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.• Handling customer complaints and any major incidents, such as a security issue and a customer being taken ill;• Keeping accurate records of discussions or correspondence with customers;• Analyzing statistics to determine the level of customer service your organization is providing;• Producing written information for customers, often involving use of computer packages/software;• Writing reports analyzing the customer service that our organization provides;• Developing feedback or complaints procedures for customers to use;• Developing customer service procedures, policies and standards for your organization or department.• Meeting with other managers to discuss possible improvements to customer service;• Being involved in staff recruitment and appraisals;• Training staff to deliver a high standard of customer service;• Leading or supervising a team of customer service staff;• Learning about your organization’s products or services and keeping up to date with changes;• Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.