At a Glance
- Tasks: Manage and optimise our Customer Interaction Management platform, Zendesk, for seamless service delivery.
- Company: Join South Western Railway, connecting communities across South West London and beyond.
- Benefits: Enjoy free travel on SWR services, discounts, and comprehensive training support.
- Other info: Flexible working hours with opportunities for growth in a dynamic environment.
- Why this job: Be a key player in enhancing customer experiences through innovative technology solutions.
- Qualifications: Technical IT experience, strong problem-solving skills, and excellent communication abilities.
The predicted salary is between 30000 - 40000 € per year.
South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England, and the Isle of Wight. Join our team and help us continue to bring people together to get the most out of life.
About the job
You’ll play a pivotal role at the heart of our Customer Contact operation, acting as the key systems specialist for the technology that keeps our service running smoothly. As the primary owner of our new Customer Interaction Management platform, Zendesk, you’ll ensure the technology behind our frontline teams is optimised, reliable, and continuously evolving to meet the needs of our customers and colleagues.
Working closely with the Business Technical and Performance Manager, you’ll take responsibility for the day‑to‑day management, configuration, and enhancement of Zendesk—translating operational requirements into smart, scalable system solutions. Your expertise will also extend across our wider range of customer‑facing technologies, including telephony, Key IVR and Edge Tier, making you a key enabler of seamless customer journeys.
This is a role for someone who thrives in both customer operations and technical system ownership, bringing the two together to drive effective, well‑supported service delivery—a proactive problem‑solver who enjoys improving processes, shaping system design, and supporting the rollout of new tools and upgrades. If you’re motivated by impact, collaboration, and continuous improvement, you’ll feel right at home here.
Responsibilities
- Day‑to‑day operational responsibilities ensuring the Zendesk system is available for use by Customer Contact.
- Assist with developing comprehensive business continuity plans for the technical infrastructure used by Customer Contact.
- Work with other SWR departments to ensure the systems Customer Contact are available.
- Be the first point of contact for day‑to‑day issues with the Zendesk system.
- Work with suppliers to ensure system faults are identified and resolved within minimal impact to operational performance or data stream integrity.
- Identify system process obstacles and report these so SWR can challenge suppliers to improve and embrace user feedback in shaping future methods of working.
- Provide support with User Acceptance Testing of changes to Zendesk or other system developments.
- Provide support to Management in managing changes and the provision of design work for system changes and working with suppliers to create specifications.
- Help the operations team maintain the development of their knowledge and skillset with Zendesk and other systems for best practice.
- Support other team members in the support of operational systems and support roles such as WFM and QMS.
- Support when required review of contact centre processes to help challenge and change to ensure the right outcomes are obtained.
Qualifications
- Technical IT / Business experience.
- Critical thinking ability.
- Strong problem‑solving capacity.
- High‑level written and verbal communication skills.
- Ability to work under pressure and to tight deadlines.
- Ability to work effectively with various levels of Management/Team Leaders/Duty Managers.
Working pattern
Working an average of 37 hours per week over 5 days. Mainly office hours. Monday to Friday, with an expectation to work flexibly across a 7‑day week operational Contact Centre.
Reward
In return we offer a competitive salary and a variety of valuable benefits, including:
- Free duty and leisure travel on SWR services for employees.
- Free leisure travel for spouse/partner and dependants (criteria dependent).
- 75% discount on many other train operating companies.
- Full training and support with development.
Applicants who require a visa, must have at least 6 months remaining at the time of their appointment.
For more information and to submit an application please go to: https://apply.southwesternrailway.com/jobs/vacancy/1044/description
Technical Systems Support in Southampton employer: South Western Railway
South Western Railway (SWR) is an exceptional employer, offering a dynamic work environment where technology and customer service converge. With a commitment to employee development, SWR provides comprehensive training and support, alongside attractive benefits such as free travel on services for employees and their families. Join us in South West London and be part of a collaborative team that values innovation and continuous improvement, ensuring you thrive in your role while making a meaningful impact on the communities we serve.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Systems Support in Southampton
✨Tip Number 1
Network like a pro! Reach out to current or former employees at South Western Railway on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by diving deep into Zendesk and customer interaction management. We want to show that we’re not just familiar with the tech, but that we can also bring fresh ideas to the table!
✨Tip Number 3
Practice common interview questions, especially those related to problem-solving and technical scenarios. We need to demonstrate our critical thinking skills and how we handle pressure—so let’s nail those responses!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, it shows we’re serious about joining the SWR team and contributing to their mission.
We think you need these skills to ace Technical Systems Support in Southampton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Technical Systems Support role. Highlight your experience with systems like Zendesk and any relevant technical skills that align with what SWR is looking for.
Showcase Problem-Solving Skills:Since this role is all about being a proactive problem-solver, share specific examples in your application where you've tackled challenges or improved processes. This will show us you can thrive in a fast-paced environment.
Communicate Clearly:Strong written communication is key for this position. Keep your application clear and concise, and make sure to proofread for any typos or errors. We want to see your attention to detail!
Apply Through Our Website:Don’t forget to submit your application through the SWR website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at South Western Railway
✨Know Your Tech Inside Out
Make sure you’re familiar with Zendesk and any other customer-facing technologies mentioned in the job description. Brush up on how these systems work, their features, and common issues. Being able to discuss specific functionalities and how they can improve customer journeys will show your technical prowess.
✨Showcase Your Problem-Solving Skills
Prepare examples of past experiences where you’ve identified system obstacles and implemented solutions. Think about times when you’ve improved processes or shaped system design. This will demonstrate your proactive approach and ability to drive effective service delivery.
✨Communicate Clearly and Confidently
Since high-level written and verbal communication skills are crucial for this role, practice articulating your thoughts clearly. You might be asked to explain complex technical concepts, so being able to simplify your language will be key. Consider doing mock interviews with a friend to refine your delivery.
✨Understand the Company Culture
Research South Western Railway’s values and mission. Be ready to discuss how your personal values align with theirs, especially around collaboration and continuous improvement. Showing that you’re a good cultural fit can set you apart from other candidates.
