Noc Support Operative

6 months ago

Birmingham, United Kingdom Freightliner Full time

Our commitment to you, once you join our team, is to foster growth and provide developmental opportunities to ensure you reach your utmost potential.
UK

NOC Support Operative Terminals

Job Title

NOC Support Operative

Location

Birmingham - Landor Street

Safety Critical

No

Main Purpose of Job

To assist with both internal & external customers of the Vehicle Booking System (VBS), Gate Management system (GMS), Transport Operating System (by providing professional & efficient customer service) & general traffic office administration.

Relationships

Reports to NOC Support Team Lead

Key Stakeholders:
- Employees, sub contractors, hauliers Wave 2 Project Team G&W Group business units

Safety Statement

You are responsible for your own safety as is reasonable and must adhere to all policy rules, location Local Working Instructions or other guidance affecting your role. You must ensure that advice is sought when required from your line Manager or the Safety Department or others as required. You must ensure that accidents, incidents, or any perceived unsafe acts are reported promptly.

Main Tasks of Job

Operational:

- Handling of customer enquiries with regards to help & support in the use of the VBS system.
- Provide training for new internal or external users of the VBS system.
- VBS exception management, dealing with issues arising from VBS booking pre or during the gate process.
- Maintain accurate data within the VBS undertaking account creation & deletion where necessary.
- Provide constructive feedback on new functionality & undertake testing within the VBS system before it is made available to the end users.
- GMS exception management, dealing with all issues in the GMS for example container or size/type read.
- Controlling internal truck access in GMS where VBS bookings are not required.
- Handling of COREOR exceptions for release & acceptance references.
- Undertaking the above requirements for all locations as required.
- Provide terminal support for Gate issues
- Maintain accurate data within Fresh Service ticket management system
- Follow step by step diagnostics
- Escalating P1 issues to 1st Wave and Vendor for resolution
- Implementing back up processes when applicable
- Perform general traffic office admin duties when required.
- Visually check containers and ensure dangerous and hazardous goods are declared and properly labelled.
- Input data to the relevant operational computer systems (TOPS, IPRO ETC) so that container movement records & container storage records are kept accurate and up to date. Utilise the systems functionality to plan rail container movements.
- Providing first line support for IPRO system for terminal operatives

Communication:

- Actively promote communication and dialogue across the sites, for the benefit of information flow and good employee engagement
- Act as a main contact for all VBS associated issues/queries.

Service Controls:

- Ensure adherence to all required service criteria.
- Ensure that all activities and operations are performed within service KPIs and SLA’.
- Assist in any performance improvement projects

Subject to competence/skill you may be required to perform any other tasks that are commensurate with your grade

Key Skills Requirements (knowledge, skills, experience and qualifications)
- Demonstrate a strong customer service focus.
- Possess a good understanding of company requirements and confidence with regard to associated responsibilities.
- Highly organised and able to work to challenging deadlines whilst maintaining compliance
- Proficient in the use of standard industry software including a good working knowledge of Excel.
- Good working knowledge of G&W Operating Systems
- Ability to work to strict timescales
- Ability to work on own initiative and as part of a team together with the ability to problem solve for customers
- Good oral and written communication skills
- Accurate with the input of numerical data
- Ideally have the knowledge/appreciation of container ISO standards
- Must be prepared to work shift patterns across a 24/7 time-period

Behavioural Competencies:

- Attacks goals and objectives with drive, energy and enthusiasm.
- Proactive approach to work and uses own initiative to implement improvements.
- Embraces new challenges, is hand on and gets things done.
- Is flexible with working hours.
- Sets high standards of work for self, and consistently achieves these.
- Listens attentively to others’ perspectives and provides constructive feedback.

Exhibits and lives the Group’s core values:

- Safetywe have an unconditional commitment to the well-being of our people and the safety of our operations
- Servicewe have an absolute commitment to our customers based on a philosophy of mutual success
- Integritywe possess the courage to do the right thing always
- Respectwe treat all people with dignity and fairness, fostering diversity and inclusion
- Transparencywe communicate openly to enable well-informed decision making

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