Customer Support Specialist

2 months ago

Southampton, Southampton, United Kingdom Kingfisher Full time
Job Description

Overview

Kingfisher is a leading home improvement company with a team of over 78,000 passionate people. We're committed to becoming the largest community of home improvers in the world. As a Service Experience Developer, you'll play a critical role in ensuring our colleagues receive quick, seamless, and great support from Group Tech.

Key Responsibilities
  • Familiarize yourself with AI and chatbot technology, including ServiceNow's virtual agent, access control, and performance dashboards.
  • Redefine the colleague IT support experience by identifying opportunities for continuous improvement using current and future tooling, analyzing data, and proposing solutions.
  • Provide technical support through Incident, Request, Problem, and Change-derived workloads, aligned with OKRs.
  • Liaise with support teams and service desks to ensure the Virtual Agent tool integrates with other colleague-facing tools for a smooth support journey.
  • Ensure timely delivery of assigned stories, testing completed, and released in accordance with agile processes.
  • Comfortably work using an Agile methodology, estimating work within sprints, quickly identifying blockers, and testing completed and released in accordance with agile processes.
  • Drive automation requirements to ensure the best Virtual Agent/colleague contact support for our colleagues in real-time, fixing issues and requests anytime.
  • Monitor usage and value, ensuring reporting requirements and measures are in place to measure the colleague experience.
  • Aim to reduce service desk and support team contacts by exposing and developing auto self-heal and AI tooling.
  • Work with 3rd-party vendors and wider developers on future/ideal solutions.
  • Ensure successful delivery of services in line with Service Operations and AMS OKRs.
  • Be an evangelist within the Service Operations and AMS chapter, showcasing team successes, new services, and capabilities to the IT and wider business community.
  • Promote and participate in team events, weekly, monthly, and quarterly planning sessions across product groups and wider Service teams.
Requirements
  • Analytical Skills: Collect and analyze information, tackle complex problems rationally, and make decisions on time for enhanced productivity.
  • Communication: Use language to express and share information, including verbal and non-verbal communication across all channels and levels of the Kingfisher group.
  • Technical Skills: Recognized as an SME for relevant Technical Services relating to the role.
  • Technologist attitude: Awareness of vendor product roadmaps, general industry challenges, and ability to translate these into a plan to develop services.
  • Decision-Making: Capable of working independently and handling own workload with little supervision, with a track record of being a self-starter.
What You'll Bring
  • Be Customer Focused: Constantly improving our customers' experience.
  • Be Human: Acting with humanity and care.
  • Be Curious: Thriving on learning, thinking beyond the obvious.
  • Be Agile: Working with trust, pace, and agility.
  • Be Inclusive: Acting inclusively in diverse teams to achieve together.
  • Be Accountable: Championing the plan to deliver results and growth.

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