Junior Change Coordinator
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The candidate is responsible for performing all routine procedures and practical task-based activity including administrative tasks for the Service Management Team. These will include tasks related to ITIL, such as Change Management, Problem Management and other Global Service Operations Processes.
They will work closely with both the Business and Operations Departments to ensure that customer satisfaction is operating at the optimal levels. They will act as a liaison to customers dealing with any concerns relating to their service and will assist with projects, troubleshoot issues, and work with partners and their global resources to deliver customer success.
This is a junior/trainee role where the candidate will have the opportunity to develop and progress over time. They are seeking candidates who are at the start of their career or looking for a career change. The candidate must be interested in the Payments and/or Telecommunications industry and eager to learn.
Job responsibilities include:
- Change Management admin tasks, including customer notifications, Service Management approvals, responses to customer queries and ongoing creation of customer 'Forward Schedule Change' reports
- Coordination of stakeholders to ensure customer and internal reports are completed on time
- Identification and resolution of data integrity issues within systems
- Resolution of customer complaints
- Work closely with Network Operations to provide proactive and reactive assistance to a diverse range of issues
- Actively seeks ideas to improve service to customers and implements change accordingly
- Write customer facing Incident Reports that details the events of the incident, root cause and future prevention actions
- Work closely with the Service Delivery teams to ensure that the customer is well informed of project progress and delivery milestones
- Identify and assist with implementation of new and improved procedures
- Create and manage both internal/external Service Improvement Plans and drive stakeholders to complete actions on time, escalating where necessary
- Develop and maintain positive working relationships with internal and external customers
- Demonstrates capacity to identify priorities for change
- Presents complex issues clearly, credibly and effectively
Skills/Experience
- Sound knowledge of Microsoft Office programs
- Strong and consistent attention to detail
- Excellent verbal and written communication
- Exceptional multitasking, planning and organisational skills
- Ability to work on own initiative as well as being a Team player
- Customer champion and business focused
- Flexible approach to working hours
- Good analytical and problem-solving skills
- Experience working in a fast-paced environment
- Good time management skills
- Customer Support and/or Operations background
- System Experience of Salesforce, Remedy, Workday, SharePoint, MS Teams
- A flexible approach to ensure cover is provided from within the department