Customer Service Quality Coordinator

4 weeks ago

StocktononTees, United Kingdom Cubic Corporation Full time

Business Unit:
Cubic Transportation Systems

Company Details:
Cubic offers an opportunity to provide innovative technology for government and commercial customers around the globe, helping to solve their future problems today. We’re the leading integrator of payment and information technology and services for intelligent travel solutions worldwide, and the leading provider of realistic combat training systems, secure communications and networking and highly specialized support services for military and security forces of the U.S. and allied nations. If you have an entrepreneurial spirit and thrive in an innovative environment, we want to talk to you about your next role at Cubic We are seeking employees inspired by technology, and motivated by the rewards of hard work, commitment, teamwork, quality, integrity, and respect. We invite you to explore opportunities with Cubic.

Job Details:
Job Summary: This position supports, and leads where necessary, the successful delivery of the Cubic Front Office support and maintenance operations including sub-contracts, using resources to the levels and timescales stated within the contracts. In addition, this position builds and maintains excellent customer and stakeholder relations to enhance business opportunities.

Essential Job Duties and Responsibilities:

- Customer point of contact for Front Office matters relating to performance of support and maintenance obligations, including planning, issues escalation, technical, service and performance reviews, ensuring good customer relationships are developed and maintained
- Work closely with the operational management team to ensure contractual obligations including SLAs are met through the coordination of resolver teams. This includes but is not limited to reviewing open/closed cases and high priority faults
- Attend weekly and monthly customer service review meetings to ensure assigned contract deliverables are being met and any actions are taken forward. Actions may range from the coordination of other teams or personal actions such as Metrix corrections
- Provide general reports or statistics as required by management and customers using MS Office suite
- Undertake root-cause analysis of service failures and ensure that corrective action is identified and implemented through the coordination of resolver teams
- Coordinate Customer Service teams in projects as defined in the virtual project team (known as the quad) and lead as required
- Attend and participate in off-site service discussions to support the customer with parties interfacing to and operating equipment owned by the customer
- Work closely and collaborate with all necessary internal organisational functions, such as engineering, and multiple customer service performance managers to improve and maintain device performance
- Participate in the bronze on-call rota, providing out of hours incident support and management
- Delegate for colleagues within the Front Office or wider service team
- Comply with Cubic’s values and adherence to all company policy and procedures. In particular comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
- In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.

Minimum Job Requirements:
Skills knowledge and experience:
Essential:

- Proven track record of Customer Services experience in a transport orientated industry
- Ability to understand and work with technical products
- Familiar with implementation and service operations within an ITIL framework

Desirable:

- Knowledge of processes and procedures relating to ticketing
- Knowledge of contract management in a transport/commercial environment
- Basic understanding of business finance

Education and qualifications

Essential:

- A-level education or equivalent
- ITIL foundation

Desirable:

- Degree level education or equivalent in Engineering, IT, Electronics or Business
- ITIL practitioner or above
- Driving license

Personal Qualities
- Self-motivated and able to motivate others
- Proven target achiever
- Effective influencer, capable of producing high standards of work through individuals who do not necessarily report directly (matrix management)
- Effective delegator and developer of others - not allowing too much knowledge to reside in one individual
- Ability to manage and priorities multiple tasks
- Flexibility to change and adapt into varying working practices
- Able to work as part of a team
- Potential for advancement
- Ability to travel
- Prepared to work unsociable hours when required

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.

Worker Type:
Employee

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