Start date: ASAP
End date: 6 months
MUST BE ELIGIBLE TO WORK IN THE UK
Job description:
• Own the technical and process services experience on behalf of the customer
• Drive for continual improvement to data services as experienced by end customers
• Define, own and achieve minimum and target service levels for existing and new data services
• Understand the profile, usage and experience of a data customer
• Act as advocate for the product set services experience
• Drive improvements to the services experience
• Own all recommendations for change and improvement sponsoring each to resolution
• Work with the key H3G teams to support and drive key improvement initiatives
• Ensure impact to services of proposed programmes or projects is clearly understood by the business
• Maintain an accurate and weighted view of risks to data services
• Own the end to end map of management systems to service components, to ensure services can be effectively managed for faults, configuration, and performance
• Forensically investigate customer experience information, including customer care calls, call records and customer satisfaction surveys to identify trends and points of focus, investigate these further to identify solutions to customer issues and drive these recommendations through to completion
Requirements:
• Understanding of 3G mobile architecture
• Network Performance improvement techniques
• Driving cross-departmental initiatives
• Data Network protocols
• Effective creation and presentation of business cases
• Proactively anticipate customer and market requirements and adapt to their needs
• Create and disband cross-functional teams according to the needs of the business
• Flexibility to deliver small and quick wins as well as larger scale projects
• Contribute to the business and deliver on commitments
• Takes responsibility for actions, projects and people
• Takes initiative, acts with confidence and works under own direction
• Establishes good relationships with customers and staff
• Educated to degree level as a minimum
Please email your CV to amckeirnan@firstpointgroup.com
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