Job Description
This role is onsite in our Rugby offices 5 days a week.
Responsible for accurately recording incidents reported by Network Management Tools and by customers directly, ensuring that the incident is accurately logged with the correct information, severity and impact and that any incidents which may breach SLA are escalated accordingly.
To deliver excellent customer service to Motorola customers (including Airwave IT and Airwave Direct customers), through effective and professional handling of Incidents, Service Requests, Queries and Complaints via telephone, email, web chat or the Service Management Terminal.
This role is the Motorola UK first point of customer contact and is in place to deliver first class service through effective recognition, progression and resolution of incidents. The role holder will understand and respond to the customer's needs efficiently, effectively and professionally to ensure outstanding service delivery.
Scope of Responsibilities / Expectations:
1. The role requires strength in, organisation, collaboration, communication, negotiation, service delivery, influencing and the ability to provide excellent customer service
2. Ability to develop and maintain strong working relationships within and outside the service desk environment
3. The ability to operate successfully in a demanding environment, whilst maintaining high morale, high achievement and actively supporting the collaborative culture that drives success
4. Proactive approach to removing barriers and finding solutions to problems
5. Flexible approach to operational demands and situations due to the changing nature of the role
Key Responsibilities and Accountabilities:
6. Monitoring of Network Management Tools to ensure accurate and timely investigation, diagnostics and resolution of all incidents
7. Engage with other relevant parties and suppliers as required to ensure the progression and resolution of incidents and requests
8. Direct contact and exceptional standards of inbound and outbound customer service delivery to UKMS’s customers, reacting to customer reported incidents across all products and services within Service Level targets
9. Accurately diagnose and resolve incidents within SLA, ensuring timely progression and escalation of those which are in jeopardy
10. Take ownership for the update, maintenance and production of relevant processes and local working instructions
11. Accountable for the delivery of high quality customer service and communications to UKMS’s customers and internal departments.
12. Jeopardy management from opening to resolution within SLA targets of incident and request cases relevant to the NOC
13. Ensuring timely progression of pending and resolved customer cases
14. Accountable for high standards of case note quality and accurate information being entered into incident cases
15. Responsible for the production of reports to aid and assist with incident diagnostics and resolution using the relevant network tools
16. Emergency Response Vehicle (ERVs) trained and hold the relevant certifications for the deployment of the ERVs in an emergency situation to support our customers as per contractual agreements.
Basic Requirements
17. Analytical skills and disciplined approach to resolving complex issues
18. Able to improve processes and procedures
19. Communication skills: Verbal, Written, Listening, and Questioning
20. Personal organisational skills
21. The ability to influence and negotiate with internal and external parties
22. Customer Focus
23. Ability to deal with change
24. Ability to embrace new technologies
25. Self-motivated and enthusiastic
26. Problem solving and fact-finding skills
27. Experience of Public Safety Communication technology and services is desirable
28. Previous experience of shift work would be desirable
29. All applicants must be willing to undergo detailed security vetting checks based on country and customer requirements (DV and NPPV3 clearance)
30. Medically fit to obtain a Sentinel Card from Transport for London to gain access to the London Underground in the support of deployment of the ERVs.
In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you’ll get:
31. Competitive salary and bonus schemes
32. Two weeks additional pay per year (holiday bonus).
33. 25 days holiday entitlement + bank holidays.
34. Attractive defined contribution pension scheme.
35. Private medical insurance.
36. Employee stock purchase plan.
37. Flexible working options.
38. Life assurance.
39. Enhanced maternity and paternity pay.
40. Career development support and wide ranging learning opportunities.
41. Employee health and wellbeing support EAP, wellbeing guidance etc.
42. Carbon neutral initiatives/goals.
43. Corporate social responsibility initiatives including support for volunteering days.
44. Well known companies discount scheme.
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Travel Requirements
Under 10%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes
Company
Airwave Solutions Limited
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.