Incident Service Professional

2 weeks ago


Sheffield, United Kingdom BT Group Full time

What you’ll be doing

• Continuous Improvement to drive a culture of customer focused improvements within the CSOC 
• Service improvement by ownership of actions from the service improvement log
• Monitoring to ensure end to end services of the CFU are fully monitored
• Management and ownership of service restoration activities for service affecting incidents
• Drive customer service for relevant CFU stakeholders and communicate the impact of any service affecting incidents
• Possess and develop a product and service knowledge for the relevant CFU
• Provide coaching and support to the operational team members for the relevant CFU 
• Maintain a training matrix.

Skills and Experience

Skills required
Mandatory
• Excellent Written and Verbal Communication Skills .
• Strong problem-solving skills .
• Work comfortably, collaboratively and productively within a team and across multidisciplinary functions.
• Galvanising action for a broad set of skills to drive up BT’s customer experience and service performance, contributing to new strategic policy.
• Regularly practising strong leadership in a complex, matrixed environment of technical service & platform teams, during high severity Incident recovery & problem management process, & improvement initiatives.
• Excellent verbal and written communication skills , to produce stakeholder communications for director level and above.
Nice to have
• ITIL Foundation qualification.
• Experience of senior stakeholder management.
• Experience of operational supplier management.
• Experience of managing IT or Network Enterprise solutions.
• In depth knowledge of platform technologies.
• Knowledge of BT customer markets.
• Understanding of regulatory commitments, quality processes and financial governance.
• Business Improvement skills including Continuous Improvement, Lean and Six Sigma.
• An expert practitioner of skills that win business, support contact compliance or deliver service transformation.

Benefits

• 10% on target bonus
• BT Pension scheme, minimum 5% Employee contribution, BT contribution 10%
• 25 days annual leave (not including bank holidays), increasing with service
• Huge range of flexible benefits including cycle to work, healthcare, season ticket loan
• World-class training and development opportunities
• Option to join BT Shares Saving schemes.
• Discounted broadband, mobile and TV packages
• Access to 100’s of retail discounts including the BT shop



  • Sheffield, Sheffield, United Kingdom BT Group Full time

    About the RoleWe are seeking a highly skilled and experienced professional to join our team as an Incident Service Professional. As a key member of our Customer Service Operations Centre (CSOC), you will play a critical role in driving a culture of customer-focused improvements within our organization.Key ResponsibilitiesDrive continuous improvement...


  • Sheffield, Sheffield, United Kingdom BT Group Full time

    About the RoleWe are seeking a highly skilled and experienced professional to join our team as an Incident Service Professional. As a key member of our Customer Service Operations Centre (CSOC), you will play a critical role in driving a culture of customer-focused improvements within our organization.Key ResponsibilitiesDrive continuous improvement...


  • Sheffield, United Kingdom Littlefish Full time

    About the RoleWe are seeking a highly skilled and experienced Major Incident Manager to join our Service Management Office at Littlefish. As a key member of our team, you will be responsible for the management, resolution, and fulfillment of all Major Incidents across our organization.Key ResponsibilitiesFacilitate and lead Major Incident technical and...


  • Sheffield, United Kingdom Littlefish Full time

    About the RoleWe are seeking a highly skilled and experienced Major Incident Manager to join our Service Management Office at Littlefish. As a key member of our team, you will be responsible for the management, resolution, and fulfillment of all Major Incidents across our organization.Key ResponsibilitiesFacilitate and lead Major Incident technical and...


  • Sheffield, Sheffield, United Kingdom BT Group Full time

    {"title": "Service Improvement and Restoration Specialist", "content": "As a Service Improvement and Restoration Specialist at BT Group, you will play a critical role in driving a culture of customer-focused improvements within the CSOC. Your primary responsibility will be to own and drive actions from the service improvement log, ensuring that end-to-end...


  • Sheffield, Sheffield, United Kingdom BT Group Full time

    {"title": "Service Improvement and Restoration Specialist", "content": "As a Service Improvement and Restoration Specialist at BT Group, you will play a critical role in driving a culture of customer-focused improvements within the CSOC. Your primary responsibility will be to own and drive actions from the service improvement log, ensuring that end-to-end...


  • Sheffield, Sheffield, United Kingdom Professional Technical Ltd Full time

    Job DescriptionProfessional Technical Ltd, a leading independent Lift Engineering company, is seeking a skilled Lift Tester to support their key projects in the Yorkshire area. As a valued member of their team, you will receive a competitive salary, 25 days of annual leave, a company vehicle, and opportunities for career advancement.As a Lift Tester, you...


  • Sheffield, Sheffield, United Kingdom Principal People Recruitment Full time £45,000 - £55,000

    Principal People Recruitment is delighted to be partnering with a specialist Utilities, Engineering, and Construction organisation to recruit a Health and Safety Advisor. This is an exciting opportunity for a self-motivated Health and Safety professional to join a growing and stable business with a diverse portfolio of projects across the Yorkshire...


  • Sheffield, Sheffield, United Kingdom Principal People Recruitment Full time £45,000 - £55,000

    Principal People Recruitment is delighted to be partnering with a specialist Utilities, Engineering, and Construction organisation to recruit a Health and Safety Advisor. This is an exciting opportunity for a self-motivated Health and Safety professional to join a growing and stable business with a diverse portfolio of projects across the Yorkshire...

  • EHS Professional

    2 weeks ago


    Sheffield, United Kingdom Adept Resourcing Engineering Ltd Full time

    About the RoleA UK-based engineering and technology company with approximately 300 employees is seeking an experienced Environmental Health & Safety (EHS) professional to support EHS compliance and promote a culture of safety and sustainability.Key ResponsibilitiesMaintain ISO 45001 and ISO 14001 management systems to ensure compliance with relevant...

  • EHS Professional

    2 weeks ago


    Sheffield, United Kingdom Adept Resourcing Engineering Ltd Full time

    About the RoleA UK-based engineering and technology company with approximately 300 employees is seeking an experienced Environmental Health & Safety (EHS) professional to support EHS compliance and promote a culture of safety and sustainability.Key ResponsibilitiesMaintain ISO 45001 and ISO 14001 management systems to ensure compliance with relevant...


  • Sheffield, Sheffield, United Kingdom Service Care Recruit Full time

    Job SummaryWe are seeking a highly skilled and dedicated Tutor to join our team at Service Care Recruit. As a Tutor, you will play a vital role in supporting high needs learners in their educational journey.Key ResponsibilitiesDesign and deliver courses and programs that meet awarding body, funding body, and contractual requirements, including accredited and...


  • Sheffield, Sheffield, United Kingdom Service Care Recruit Full time

    Job SummaryWe are seeking a highly skilled and dedicated Tutor to join our team at Service Care Recruit. As a Tutor, you will play a vital role in supporting high needs learners in their educational journey.Key ResponsibilitiesDesign and deliver courses and programs that meet awarding body, funding body, and contractual requirements, including accredited and...


  • Sheffield, Sheffield, United Kingdom Intellect Group Full time

    Job Summary:We are seeking a highly skilled and proactive IT Technician to join our team at Intellect Group. As an IT Technician, you will be the first point of contact for all IT-related issues and queries within the firm, providing timely and efficient technical support to ensure minimal disruption to our operations.Key Responsibilities:Provide technical...


  • Sheffield, Sheffield, United Kingdom Transaction Network Services Full time

    {"Overview": "At Transaction Network Services, we are seeking a highly motivated and detail-oriented Security Apprentice to join our Global Security team. This role offers a unique opportunity to gain hands-on experience in cybersecurity while pursuing a higher-level qualification in the field.", "Responsibilities": "Support efforts to ensure compliance with...


  • Sheffield, Sheffield, United Kingdom Transaction Network Services Full time

    {"Overview": "At Transaction Network Services, we are seeking a highly motivated and detail-oriented Security Apprentice to join our Global Security team. This role offers a unique opportunity to gain hands-on experience in cybersecurity while pursuing a higher-level qualification in the field.", "Responsibilities": "Support efforts to ensure compliance with...


  • Sheffield, Sheffield, United Kingdom Environment Agency Full time

    About the RoleWe are seeking a highly motivated and customer-focused individual to join our Incident Communication Service as a Customer Service Advisor. As a key member of our team, you will play a vital role in protecting and improving the environment by providing exceptional customer service and support.Key ResponsibilitiesTake reports of environmental...


  • Sheffield, Sheffield, United Kingdom Environment Agency Full time

    About the RoleWe are seeking a highly motivated and customer-focused individual to join our Incident Communication Service as a Customer Service Advisor. As a key member of our team, you will play a vital role in protecting and improving the environment by providing exceptional customer service and support.Key ResponsibilitiesTake reports of environmental...


  • Sheffield, Sheffield, United Kingdom Professional Technical Full time

    Job Summary:We are seeking a highly skilled and experienced Door Engineer to join our team at Professional Technical. As a Door Engineer, you will be responsible for the maintenance, service, and repairs of roller shutters, sectional, speed, loading bays, and fast action doors on various customer sites within a local area.Key Responsibilities:Manage and...


  • Sheffield, Sheffield, United Kingdom Professional Technical Ltd Full time

    **Job Summary**Professional Technical Ltd is seeking a skilled Lift Service Engineer to join their team in the South Yorkshire area. As a Lift Engineer, you will be responsible for servicing, maintaining, and performing minor repairs on lifts in a designated service route.**Key Responsibilities:**Manage a designated service route comprising of approximately...