Overview
Join to apply for the Service Support and Planning Assistant role at Hitachi Rail.
London, United Kingdom (Hybrid) – this role is based in office with a 4- or 5-day week and alternating 8am-4pm and 11am-7pm shifts.
What You Will Do
* Proactively assist with activities and faults in accordance with service level agreement (SLA), business process and contract requirements
* Produce a daily contractual report for handover to team members
* Support the shift Service Desk Operator, including providing cover when the SDO is unavailable during the SCA core working day
* Work with the shift SDO and Duty Operations Manager (DOM) to ensure all requests are processed in line with SLA and ticket updates
* Produce and manage information requests for customer survey records, etc. for Periodic Performance Reporting
* Manage the Technical Services Catalogue requests
* Assist and carry out remote monitoring within competency to meet contract requirement
* Assist in the escalation and tracking of issues surrounding process or fault management
* Ensure structured internal communications (e.g., handovers) are consistent and comprehensive
* Provide information to managers, colleagues and contractors or suppliers within agreed timescales to support operational processes
* Act professionally at all times, representing the Business to customers and adhering to the Leadership model
* Produce daily/weekly KPI’s and reports to the Services and Support Manager
* Provide a flexible approach to workload, ensuring all service administrative activities are undertaken
* Liaise with 3rd party contractors and support agents during fault management/maintenance management
* Handle any ad hoc administration requests from the Service Centre team
Technical Skills And Experience
* Proficient in the use of Microsoft Office and Fault Management Software
* Highly customer focused
* Multi-tasking and ability to follow multiple processes
* SLA Management
* Strong communication at all levels
Human Skills
* Professional and polite
* Ability to question/probe to obtain information
* Participate in group discussions and engage with the wider teams
* Highly organised
* Intrinsically motivated and able to manage your own time
What To Expect
This role is open to applications until Friday 5 September. The interview process may include two stages: a technical competency interview and a behavioral competencies interview. At least one interview will be held in person at the Palestra office. Reasonable adjustments are available with prior notice.
What We Can Offer
We’re committed to giving you opportunities to be your best. We offer market-leading training, development and experiences, with mentoring and coaching opportunities. We hire from within as a priority, providing opportunities within Hitachi Rail’s diverse, global organisation.
Flexibility
We provide flexibility to support work-life needs, including part-time hours, job sharing, home working, or flexible start and finish times where possible.
Equality, Diversity And Inclusion
Hitachi Rail is an equal opportunity employer. We welcome and value differences in background, age, gender, sexuality, family status, disability, race, nationality, ethnicity, religion, and worldview. We are committed to creating an inclusive environment.
For more about Hitachi Rail, visit https://www.hitachirail.com/careers.
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