At a Glance
- Tasks: Drive service quality improvements and manage relationships to enhance tech performance.
- Company: Join a leading financial services company committed to innovation and inclusivity.
- Benefits: Flexible hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with a focus on collaboration and continuous improvement.
- Why this job: Be a key player in modernising service objectives and making a real impact.
- Qualifications: Experience in service management and strong communication skills are essential.
The predicted salary is between 40000 - 50000 £ per year.
As a Service Quality Management Analyst you will be a key driver in the SLO Modernisation agenda, establishing and governing new Service Level Objectives. You will also produce associated Service Quality Reporting to drive action and manage our Tech Service and Vendor Catalogues. You will manage relationships both internally and externally representing Service performance. In this role you will use your curiosity and passion for service to solve problems and build relationships to improve tech performance.
What you'll do
- Support the Service Level Objective (SLO) Modernisation agenda by driving the creation and verification of new SLOs for real-time service performance monitoring.
- Govern the end-to-end management of these SLOs, and lead the SLO Failures process to drive Continual Service Improvement (CSI) through formal problem management.
- Provide consultancy to Technology Support teams when agreeing new/changing Service Level Objectives with the business, including obtaining approval from key business stakeholders.
- Work closely with the Technology Operations Centre to produce monthly Service Quality Reporting, including understanding SLO failures and documenting/tracking remediation activities.
- Represent Capital One Service Performance in MBR/QBR sessions with key Technology Suppliers, ensuring poor performance and adverse service trends are actioned and addressed in line with contractual commitments.
- Manage documentation, risk and controls for the UK Manage Service Levels process.
- Partner with the Business Process Monitoring team to align Service Level Objectives (SLOs) with critical services.
- Maintain an up to date Tech Service Catalogue, ensuring that full coverage of UK Technology Services is represented accurately.
Where and how you'll work
This is a permanent position and will be based in our Nottingham office. We’ve adopted a flexible hybrid working model with core in-the-office days Tuesday to Thursday.
Knowledge, experience and qualifications
- Knowledge of modern cloud-based application and infrastructure technologies and terminology.
- Track record of effective stakeholder management to drive service improvement activities.
- Proven experience collaborating with diverse teams, including technical and non-technical stakeholders.
- Ability to translate technical concepts into clear, actionable insights for both technical and non-technical audiences.
- Strong Service Management experience is preferable, though managing service in a professional environment will be considered.
- Demonstrate curiosity and a willingness to challenge existing norms by exploring innovative ways of working, including leveraging AI.
- Strong influencing and communication skills with proactive relationship-building abilities.
- Strong organisation skills with a proactive approach to workload management.
Capital One is an equal opportunity employer. We are committed to creating a diverse and inclusive environment and encourage applicants from all backgrounds to apply.
Service Quality Management Analyst in Nottingham employer: VELOCITY MOBILE LTD.
At Capital One, we pride ourselves on fostering a dynamic and inclusive work environment where innovation thrives. As a Service Quality Management Analyst in our Nottingham office, you'll benefit from a flexible hybrid working model, ample opportunities for professional growth, and the chance to collaborate with diverse teams to drive meaningful service improvements. Join us to be part of a culture that values curiosity and encourages you to challenge the status quo while making a tangible impact on technology performance.
StudySmarter Expert Advice🤫
We think this is how you could land Service Quality Management Analyst in Nottingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at VELOCITY MOBILE LTD.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like VELOCITY MOBILE LTD. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Quality Management Analyst in Nottingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to VELOCITY MOBILE LTD.:Your cover letter is your chance to shine! Tell us why you want to work at VELOCITY MOBILE LTD. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at VELOCITY MOBILE LTD.!
How to prepare for a job interview at VELOCITY MOBILE LTD.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
