Service Centre Administrator

3 weeks ago

London, United Kingdom Thales Full time

Location: London Palestra, United Kingdom

Thales people architect solutions that support 85 million mainline and suburban passenger journeys, worldwide, every day. Our Rail Signalling and Communication systems are used on metro lines across major cities, and 72,000 kms of route, 52,000 trains per day in 16 countries are controlled by our Traffic Management Systems. Together We deployed the first-ever nationwide ticketing system which processes over 50 million ticketing transactions in 100 cities daily.

Together we offer fantastic opportunities for committed employees to learn and develop their career with us. At Thales UK, we research, develop, and supply technology and services that impact the lives of millions of people each day to make life better, and keep us safer. We innovate across five major industries; Aerospace, Defence, Ground Transportation, Security and Space. Your health and well-being matters to us and that’s why we offer you the flexibility to do what’s important to you; whether that’s part time hours, job sharing, home working, or the ability to flex your start and finish times. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions.

Ground Transportation Systems (GTS) UK are helping to shape the future of the rail industry. We specialise in signalling and communication, partnering with the biggest names in the industry to deliver the rail of the future. This role is expected to transition to Hitachi Rail as part of the transfer of ownership of GTS from Thales.

Our Opportunity

We are currently looking for a Service Centre Administrator to join the Services function in a key support role. This post supports all elements of the GTS Service Centre function and processes. Working efficiently and professionally as part of the Service Centre team who operate a 24/7 service, to provide a first class customer service to the GTS Customer portfolio

This role, through proactive and timely actions, provides excellent customer service to a wide range of customers. Working alongside our operational and management teams you will be able to positively resolve our customers’ requests and ensure a smooth operational delivery

You will be predominantly office based, working 4 or 5 days a week from our office at Palestra.

Key Responsibilities:
You will be a pro-active, highly organised and diligent administrator, with responsibilities to include, but not be limited to:

- Proactively support the Customer Operations Manager (COM) and Service Desk Operator (SDO) in ensuring all requests are processed in line with SLAs
- Actively manage and maintain Rosters to ensure minimum staffing levels are met
- Ensure accurate, comprehensive and timely production of handovers, reports and information requests
- Produce a daily contractual report for handover to team members
- Proactively assist with activities and faults in accordance with SLAs
- Manage the Technical Services Catalogue requests
- Ensure effective collaboration via internal and external stakeholder communication within agreed timescales
- Assist in the escalation and tracking the outcome of issues surrounding process or fault management
- Produce daily/weekly KPI’s and reports to the Services and Support Manager
- Liaise with 3rd party contractors and support agents during fault and maintenance management cycle

Technical Skills and Experience
- Proficient in the use of Microsoft Office and Fault Management Software
- Highly customer focused
- Multi-tasking and ability to follow multiple processes
- SLA Management
- Strong communication at all levels

Human Skills
- Professional and polite, customer focused working style
- Ability to question/probe to obtain information
- Participate in-group discussions and engage with the wider teams
- Highly organised
- Intrinsically motivated and able to manage your own time

What We Can Offer

We’re committed to giving you opportunities to be your best. We believe in embracing the passion and potential of our people, and to achieve this we offer market leading training, development and experiences, along with the opportunity to be mentored and coached by some of the smartest minds in the industry. We hire from within as our first priority, so you’ll have a myriad of opportunities within our diverse, global organisation.

Flexibility

Your health and well-being matters to us and that’s why we offer you the flexibility to do what’s important to you; whether that’s part time hours, job sharing, home working, or the ability to flex your start and finish times. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions.

GTS UK is an equal opportunities employer and diversity and inclusion are integral to the success of GTS UK.

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop t

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