Customer Service Representative

4 weeks ago

Salfords, United Kingdom Cubic Corporation Full time

Business Unit:
Cubic Transportation Systems

Company Details:
At Cubic, we love to solve problems and give travellers choices in how to pay their fares quickly and safely through our revenue management and Intelligent Transport Systems (ITS) systems and tools. We enable transportation authorities and agencies to manage demand across the entire transportation network - all in real time. We continually strive for innovation and improvement in the overall user experience through faster fare payment and efficient information management. Our track record in revenue management, real-time passenger information and intelligent traffic management systems is built on our commitment to delivering innovative, open and customer-focused solutions. Delivering end-to-end systems and services based on innovation, scalability, specialist integration and the flexibility to grow with changing requirements and emerging technology for the complete mobility network is what Cubic does best.

We deliver to the major cities around the world and in the United Kingdom we are best known as the technology and service provider for London’s Oyster Card System.

As an employer, we are committed to investing in our people via learning and development schemes, social events and achieving a good work/life balance.

Job Details:
Job Summary:
Reporting to the Senior Service Delivery Manager. The Service Operations Representative 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, the Service Operations Representative 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
- Lead and coordinate Customer Service teams in projects as defined in the virtual project team (known as the quad)
- 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 mana

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