Network Support Customer Service Role - Must be eligible to obtain BPSS.

Desired Skills:
* Proven ability to use Salesforce/Event Management System,
* Knowledge of Alarm Management tools via Manitou, What's up Gold, Sales force etc.

Shift work - 28 day rotation. Day Shift: 8am - 8pm. Night Shift: 8pm - 8am. Shift pattern in the following rotation: * 3 days 2 nights 5 off, * 2 day 2 nights 5 off, * 2 days 3 nights 4 off.

This is an operational and in-life service management role, accountable for:
* The in-life service experience enjoyed by customers, from order entry through to and including operational service
* Network performance 24/7 & resolution of issues causing outages or failure to meet critical KPI target measures
* All customer experience metrics
* Effective & efficient management practices, leadership & rota management

What I'll be doing - your accountabilities
* Authorised to access, use or disclose customer information only when you need to do so to perform your operational duties. Any other access, use, or disclosure may only be made on receipt of additional authority from the information owner
* To ensure that calls are answered within PCA targets, using the agreed customer salutation.
* To meet or exceed bespoke/customer-specific SLA's, contractual commitments and internal Redcare performance measurements. This includes the day-to-day operational management of internal and third party suppliers.
* To accurately log, update and close event management tickets in a quality and timely manner as per the documented processes and take the required corrective action where quality issues are identified.
* To maintain and enhance working relationships with customers, suppliers and Business units, to effect prompt fault repair, change / order implementation, highlighting areas of poor supplier performance to the Customer Operations Manager.
* To ensure that all agreed communication, notification and escalation processes (internal/external) are delivered e.g. customer updates

Skills required for the job
* Technical fault co-ordination and wide IT / communications understanding
* Flexible attitude and team player
* Excellent Customer Focus and an understanding of Key Customer requirements
* Experience in dealing with internal and external Customers/Suppliers

Please send in your latest CV


LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.