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Senior Service Centre Administrator

Job Type
8 Sep 2022
V12604 Senior Service Centre Administrator Telent Technology Services Limited is a leading technology company and specialist in the design, build, operation, and maintenance of the UK's critical digital infrastructure, drawing on decades of experience in mission critical communications and technology. With a strong focus on key customer areas including transport, emergency services, network providers and the public sector, our expertise, accreditations, and knowledge make us a trusted partner for organisations at the forefront of the digital revolution. And it's not just us saying this; we are consistently named as a Top Supplier across industry expert analyses, including ranking 16th in the Sunday Times 2020 Top Track 250 List of Britain's leading mid-market private companies. Role Profile: Reporting to the Service Centre Manager you will be responsible for supporting them in the running of the 24/7 Service Centre Operations for telent. You will need to co-ordinate the on-shift operators and ensure that all tasks are allocated and completed in a timely manner and in line with the designated KPI/SLA's. Responsible for ensuring that excellent customer service is provided consistently to all customers by following up actions in a timely manner, providing regular customer updates and meeting promises made. Effectively lead and supervise the Service Centre Ensure shift responsibilities are assigned and completed 100% of the time whilst monitoring staff utilisation Responsible for training and development of operators/ identifying skill gaps Succession planning and training of staff to enable you to deputise in your absence Ensuring that telephone calls, memos and emails are answered in a timely manner and that incidents, SLAs and KPIs are adhered to consistently. Where failures have occurred, aiding the Service centre manager with Root Cause Analysis and taking necessary action to resolve. Proactively working with the business/field services units to increase the Service centre's ability to influence and deliver first time fixes therefore increasing field engineering efficiency. To take Part in open and honest communication as part of the Service Centre team where the workplace environment is proactively focused on issue resolution and service excellence To create and maintain strong relationships with Customer Services Managers and delivery teams to ensure that the Service Centre works in partnership with its internal and external customers to ensure that the end to end service offering is of best in class Working a shift rota to meet 24/7 Service Centre Operations requirementBusiness Operations Skills - Essential Experience/understanding of lTIL methodologyBusiness Operations Skills - Desirable Experience of General Office processes & procedures Experience of managing people Proven experience of managing complexity within a 24-hour service environment Will be able to demonstrate a highly professional manner when dealing with clients/customers Understands and contributes to the Urban Traffic Business commitments and strategytelent is an equal opportunities employer and is committed to diversity and inclusion
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  • Job Reference: 706963696-2
  • Date Posted: 8 September 2022
  • Recruiter: Telent Technology Services Limited
    Telent Technology Services Limited
  • Location: London
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent