Who are we?
First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across four franchises (Great Western Railway, South Western Railway, TransPennine Express and Avanti West Coast) and our open access operator (Hull Trains). We operate all types of passenger railways - intercity, commuter, regional and sleeper services.
We are continually seeking ways in which to improve the experience for our customers. Our newly formed Customer Contact Centre (FCC) will therefore use industry leading systems to deliver excellent customer service and ensure that requests are speedily and effectively resolved.
Our delivery teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, group bookings and assisted/special services, quality assurance and fraud prevention and detection and retails sales to individuals and corporates.
The Role
The IT support role reports directly to the IT Delivery Manager – FCC and is responsible for leading on the coordination and delivery of key IT change projects within the contact centre. The role will also work with key stakeholders to assist with the transition and go live of new service lines into the contact centre and will be responsible for managing helpdesk tickets and providing 1st/2nd line support day to day, along with the existing IT support team members.
Salary: £28,250 (£26,750 basic + £1500 for on-call duties).
Key Responsibilities
- Maintain the performance, availability, integrity and security of all IT services
- Develop, maintain and document all aspects of IT services to ensure compliance and demonstrate appropriate control to third parties
- Ensure that services adhere to best-practice principles and standards
- Establish, maintain, develop and communicate service levels required by the business units and Group
- Systems and applications support, and escalations as required to ensure swift resolution of all incidents impacting the contact centre.
- Management of the contact centre IVR and any changes required by the business to the IVR
- Management of all contact centre applications and systems
- End to end ownership of leavers, movers and starters process within all FG internal and external contact centres, ensuring that correct access levels for agents and team managers are established and maintained (CRM and email addresses)
- Management and coordination of incidents, issues and IT projects impacting the contact centre.
- Providing technical input into all contact centre change requirements.
- Logging, monitoring and reporting on all contact centre incidents, projects and issues.
- You will be required to work additional on-call hours which will be allocated within the rostered shifts on a rotational basis to meet customer driven demand and include evenings and weekends, from 6am until 11pm.Your rostered shifts, which will include the rotational additional on-call hours, will be distributed on a monthly basis.
Core skills & competencies
- A self-starter who is results-driven with high levels of self-motivation, mobility, energy and initiative
- Proven ability to work under pressure and with other people
Skills & Experience
- A self-starter who is results-driven with high levels of self-motivation, drive and initiative
- Proven ability to work under pressure and with others
- Experience working with/on an IT Service Desk
- Excellent communication skills with the ability to work with senior managers
- Customer focused
- Supplier relationship management experience
- Experience within an ITIL environment to include change management
- Broad background in Contact Centre – Shared Services
Technology
- Broad background in Microsoft products (e.g. Office 365)
- ‘CRM Toolsets' Support Experience (Salesforce)
- Experience dealing with hardware and hardware maintenance
- Experience support IP Telephony (AWS Amazon Connect)
- Working to strict OS Patching and AV Update Schedules ensuring business compliance
What will we offer you?
- 25 days Holiday plus National Bank Holidays
- Travel Offers for Bus and Rail*
- Payroll Giving – donate directly from your pay to a Charity of your Choice
- Shopping Discounts including discounts and cashback on electrical goods, your weekly shop, holidays, cinema trips, car insurance, upgrading your mobile and lots more
- All employee Share Schemes*
- Buy as You Earn - allows you to buy shares each month, with 2 free ‘matching' shares for each 3 shares you buy. You can vary the amount you save, or stop it at any time. You need to participate in the scheme for at least 3 years in order to receive the matching shares.
- Employee Assistance Helpline – free, confidential employee support service provided by an independent provider
- after 6 months of employment
First Customer Contact aims to attract high calibre applicants by ensuring that recruitment and selection processes are effective, systematic and fair, and promote equality of opportunity regardless of any protected characteristic as defined by the Equality Act 2010, membership of any trade union, or social class or background.