Mobile Service Analyst

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Our Telecoms Client is urgently looking for a Mobile Service Analyst,

Location: Derbyshire/Home-based

Contract via Umbrella.

Pay rate: £120.00 per day

What I'll be doing - your accountabilities

*Provide order entry capability via email/easy order form as appropriate to customer requirements and SLA targets.

*Log all customer faults, enquiries and billing issues on DISE and progress to 2nd line when necessary to resolution.

*Deliver call answering performance targets as per agreed BT Mobile Service Offering

*Process e-mailed orders within appropriate timescales as per agreed BT Mobile Service offering

*Keep Customers Informed' (KCI) during the management of a monitored order or request through the utilisation of standard e-mail acknowledgement or an outbound call.

*'Keep Customers Informed' (KCI) during the management of all faults, enquiries and billing issues through to resolution to customer satisfaction.

*Have full knowledge of IOS devices and be certified.

*Check and validate Customers orders across the range of mobile products to ensure they meet the contract specifications, billing details and delivery details.

*Ensure orders are placed using the current Horizons CRF for product

*Where orders are incomplete, gather information directly from the customer or via the Account team members to ensure prompt progression of order(s).

*Build positive relationships with suppliers when escalating on behalf of a GS customer

*Effectively escalate customer requirements in line with Order Management & Installation Management processes.

*Understand a wide range of differing order formats such as customer specific, Email, ECRF, Horizon CRF, BT.Com, AX's & E-advisor.

*Manage activities for absent team members to ensure all customers' requirements are delivered within the agreed service management wrap time frames.

*Take part in future system development and requirement capture, providing a test environment and detailed feedback prior to new software releases, as required

*Manage all calls / enquiries in a professional manner and ensure that required action is agreed and implemented

*Manage attendance by appropriate use of leave entitlements, flexi-time agreements, and scheduled attendance in line with local arrangements

*Fully prepare for team meetings, 1:1's and other forums as required, and take ownership of personal development

Skills required for the job

*Story-telling with data: strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences

*Personal attributes; punctual, tenacious, innovative, work on own initiative

*Business acumen: Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.g. business KPIs, business cases).

*Logical; articulate and methodical, analytical, numerate and literate, work well under pressure, excellent time management, good team worker, ability to multi-task.

*Ability to communicate effectively, both verbally and in writing, at all levels within the organisation.

*Ability to build and maintain positive relationships whilst providing support and guidance to maximise team performance.

*Customer facing; empathise with users, good interpersonal skills, display active listening skills, polite telephone manner, courteous.

*Cross functional working - including the succsseful delivery of all objectives where appropriate, providing feedback on all areas of performance within your responsibility and escalating issues to senior management in a timely manner.

*Continuous Improvement - Taking ownership of personal development and striving to contunally improve on exisiting skills in order to enhance performance. Demonstrate innovation, suggestion ways of improving customer satisfaction and where possible generate additional business.

Experience you would be expected to have

Mandatory

* ITIL Certified to at least a foundation level or a clear commitment to complete within 6 months of confirmation.

*To work successfully as part of a team to achieve agreed goals and objectives.

Preferred

*Business awareness - ability to display a working understanding of the business environment and appreciation of the business applications. Taking ownership to strive towards improving existing skills and ensure up to date knowledge of customer portfolio as technology changes.

*Accurately implement and work in line with Company policies and procedures including carrying out duties in accordance with the equal oppourtunities and health and safety policies.

*Good technical understanding of various systems and applications. Ability to use internal systems in relation to the role.

*Self starter who can work with minimum supervision

*Ability to adapt to changing environment

*Experience of working in a customer facing environment

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.