Quality and Initiatives Lead

3 weeks ago

Blackburn, United Kingdom Maintel Full time

At Maintel we’re focused on delivering outcomes - not technology. We partner with some of the world’s leading technology companies and wrap around the skills and services from our professional and managed services teams, to help our customers achieve their goals.

We are a fun, dynamic company with a team of over 500 people who are passionate about what we do - providing cloud communications and managed services solutions.

We are looking for like-minded people who share our enthusiasm and want to be part of an innovative, fast-paced environment.

**JOB SUMMARY**

The primary role of the Quality & Initiatives Lead is to be responsible for leading Operational initiatives and assisting with policing / governing processes whilst ensuring we maintain the quality. They will work closely with both Run Team Managers and Team Leads to assist with developing and maturing the capabilities of the Run department.

**KEY RESPONSIBILITIES**
- Play a key role in developing the Run department.
- Maintain policing / governing of Run department.
- Ensure the service desk offers an excellent customer experience.
- Assist in any developments relating to the service management tool.
- Responsible for customer banners within the service management tool.
- Assist with / build reports where required such as the CX-now reporting.
- Lead any Operational initiative such as MAC or T&M process.
- Raise any new initiatives which they believe will have a positive impact on the service we offer.
- Continually think about ways to improve the quality and ensure good practices are in place to govern this.

**SKILLS & ABILITIES**
- A self-starter, someone who can work using their own initiative.
- Excellent verbal and written communication skills
- Ability to effectively prioritise.
- Able to effectively manage multiple tasks simultaneously.
- Able to manage peers to achieve overall objectives.
- Excellent problem-solving skills
- Ability to drive improvements to processes.

**EXPERIENCE / EDUCATION REQUIREMENTS**
- Very good knowledge and experience of the Telecommunication Industry.
- Experience driving initiatives.
- Understanding of working with ITIL Methodology.
- Proven track record of staff development.
- Proven track record of developing processes.

**EQUAL OPPORTUNITIES**

Within Maintel we're proud of the talent and diversity within our teams and committed to creating equality of opportunity for all employees and applicants alike.

We are all unique in ways you can and cannot see, and we aim to attract, develop and nurture talent to continue to make Maintel a great place to work.

We have fully embraced hybrid working and this has been implemented across all of our office locations. Our offices are fully accessible, and we also offer agile working opportunities in many of our roles.

**Job Types**: Full-time, Permanent

**Salary**: £22,660.00-£24,000.00 per year

**Benefits**:

- Additional leave
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- Life insurance
- On-site parking
- Referral programme
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Blackburn, BB1 2FD

Reference ID: 2482

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