Business Operation Centre (BOC) / Incident Co-ordinator
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We are recruiting for a Business Operation Co-ordinator to join our fast paced Business Operations team.
The role includes the management and co-ordination of incidents, problems and requests for designated customers. Each co-ordinator will have 2/3 customers acting as a dedicated point of contact.
At MDS Global we help Customers as quickly and as efficiently as possible, always striving to give them excellent service - and we're good at it.
With over 1000 tickets raised every month the BOC Co-ordinator makes sure we keep the customer up-to-date, working across multiple teams and chasing for updates. Working closely with the Business Delivery Managers, there are regular customer calls to attend, reports to write/run, escalations and managing major incidents should they occur. Co-ordinators are excellent communicators, have the ability to multitask and deal with ever changing priorities. We measure our success on hitting our SLA's/KPI's, reporting accurately and on time - but most importantly receiving feedback from our customers.
Our core values are central to who we are and how we do business. At MDS Global you will be expected to collaborate positively, have a passion to succeed, be prepared to take smart risks, possess leadership qualities, be able to flex your expertise and use your strong sense of customer focus to exceed expectations, every day.
You are:
Able to prioritise your own workload
Excellent at building relationships at all levels
A strong communicator - written and verbal
Able to take ownership
Proactive
Able to keep promises
Able to Maintain attention to detail at all times
Able to Keep calm under pressure
Positive and enthusiastic
Skilled in data and trend analysis
You have:
Proven experience within a Customer service management/incident management environment
Previous experience of using Microsoft Office (Outlook, Excel, Word)
Experience of working with other teams and co-ordinating resource
You may have:
ITIL or SDI accreditation
Previous experience of telecommunications environment
Experience of telecommunications and/or customer/care billing systems
Apply now:
CV and covering letters submitted by clicking APPLY now.
Your future at MDS Global
When we say our people are our biggest asset, we mean it. We offer you a rewarding career, with great prospects and development, an excellent working environment, a competitive salary, and a generous holiday package. What more could you ask for?
Some of our benefits include:
Company Life Insurance
Pension Scheme
BUPA Healthcare Scheme
25 days holiday per year rising to 30 over length of service
Performance Related Bonus
Childcare voucher scheme (UK)
Generous discount scheme at many high street retailers
Discounted local gym membership
"Dawes Rewards" electrical retail discount scheme
Flexible working hours
Free on-site parking (Warrington)
Excellent Transport Links
Cycle to work scheme (UK)
On-site shower facilities and lockers