Robert R. Email & Phone Number

London, England, United Kingdom

• Creating and maintaining test plans• Executing test cases, documenting reproduction steps and engaging with developers • Engaging with feature, user story and task creation using Azure DevOps• Maintaining and assisting in the build of automation testing services and taking ownership of their processes• Testing automated techniques to ensure they complete the assigned tasks• Designing and executing QA tests using scripts to automatically check the correctness of functionality and non-functional requirements• Identifying bugs and quality issues in development or enterprise processes• Testing APIs using Swagger• Engaging in Scrum ceremonies• Performing walkthroughs for stakeholders• Testing mobile apps

London, England, United Kingdom

London, England, United Kingdom

• Acting as an escalation point for the department.• Incident management• Co-ordinating core Data/Voice operations functions to ensure smooth running of the team.• Working with Senior Management to support quality, knowledge and coaching of team members. • Monitoring team performance. • Producing team stats and reports. • Liaising with our key stakeholders (Talk Talk, Openreach, EE, Qube) via telephone, conference calls and email. • Identifying and supporting improvements to the customer experience.• Providing flexible support across Data / Voice Operations and developing the required skills in Technicians. • Supporting and identifying requirements for knowledge transfer between departments and individuals by implementing capability matrixes and tests.• Organising personal workload and managing assigned projects. • Coaching and mentoring team members with a view to up-skilling and helping them to progress in their careers. • Forecasting analysis and recruitment drives• Running workshops driven by team members with a view to implementing knowledge transfer to Technical Customer Service advisors to improve ‘first call resolution’.• Task quality analysis to aid in training Technical Customer Service advisors.• Implementing ‘Operations Experience’ training where Technical Customer Service advisors sit with my team for a week to understand the end-to-end process once faults are raised into my area.• Hosting team meetings and focus group meetings.

London, England, United Kingdom

• Providing daily side-by-side and monthly coaching to help tackle immediate training and future development needs.• Answering ad hoc questions to ensure accounts are actioned correctly and customer expectations are exceeded.• Conducting briefings to ensure the team understands new or amended processes, outages, procedures and updates.• Ensuring new starters are supported to meet the expected standards to work at Utility Warehouse.• Developing and implementing incentives to aid team motivation and morale.• Acting as a customer escalation point for the team• Managing HR issues (i.e. return to work interviews, advisor development, attendance reviews, disciplinary procedures etc.) • Motivating the team and department to achieve departmental KPI’s.• Attending assessment centers and interviewing candidates for roles at Utility Warehouse.

Hnd Business And Finance

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