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- Tasks: Support service governance and manage operational issues while collaborating with teams.
- Company: Join a diverse and inclusive company that values every individual.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Why this job: Be part of a team that drives service improvements and enhances customer experience.
- Qualifications: Strong communication skills and experience in managing relationships across teams are essential.
- Other info: This is a 12-month fixed-term contract with potential for future opportunities.
The predicted salary is between 28800 - 43200 £ per year.
Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.
- Support in defining, implementing and operating improved service support governance across SMARTY and our IT/Digital Partners.
- Manage BAU operational issues through partnering with teams across SMARTY and our IT/Digital partners and feedback on service improvement initiatives.
- Working closely with our partners to ensure service assurance processes are being followed and appropriate governance is applied.
- Working with Senior Managers on Service improvements and feeding in observations and problem areas.
- Develop and execute weekly and monthly operational reporting providing clear service performance and availability metrics.
- PO/Invoice Management.
- Closely working with Customer Experience to improve ticket management and user training issues.
- Out of hours escalation for operational issues (Rota).
- Working with Service desk to ensure good quality ticket management is taking place.
- Reviewing PIRs/Provide Feedback.
- Provide operational expertise into projects and new propositions.
- Work with SMARTY and the wider Three business to support the development of operational and service management maturity.
- Manage and track continuous service improvement initiatives.
- Manage and report on all key KPI’s and performance measure.
- Track and review all PIR’s and subsequent actions identified.
- Support the implementation of operational controls to support continuous operational maturity and compliance.
Experience of working with and influencing various levels of management, building relationships and influencing across teams and a wider community of other leaders and managers.
- A clear communicator.
- Ability to lead, make decisions, problem solve and work within teams.
- Can demonstrate flexibility and agility to move between role types within teams.
- Will have clear subject matter experience of their area (both technical and commercial) and ability to connect and work across multiple domains.
- Can demonstrate knowledge of their area articulated through key operating elements of people, process and technology.
- Ability to contribute to the development of strategies (and/or service strategies) within their area and understand the importance of the customer experience and how this can be affected by service impacts.
- Will be passionate about the use of data and insight to make informed decisions, solve problems and input to operational and strategic plans.
- Will have experience of working directly with partners to successfully deliver outcomes and will demonstrate an awareness of partner contracts.
- General understanding of technology architectures within a telecoms environment to be able to provide context around the capacity forecasts.
Desirable criteria:
- Ability to communicate effectively in both oral and written form.
- Ability to work collaboratively and build relationships.
- Ability to work successfully as a member of a team and independently.
- Ability to exercise sound judgment in making decisions.
- Ability to analyse, organise and prioritize work while meeting multiple deadlines.
Operations Specialist - 12 Month FTC employer: WeAreTechWomen
Contact Detail:
WeAreTechWomen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Specialist - 12 Month FTC
✨Tip Number 1
Familiarise yourself with SMARTY's service support governance and operational processes. Understanding how they operate will help you speak confidently about your ability to manage BAU operational issues and contribute to service improvement initiatives during the interview.
✨Tip Number 2
Network with current or former employees of SMARTY or similar companies. Engaging with them can provide insights into the company culture and expectations, which can be invaluable when discussing how you can fit into their diverse and inclusive environment.
✨Tip Number 3
Prepare examples of how you've successfully influenced management and built relationships across teams in previous roles. This will demonstrate your ability to work collaboratively and effectively communicate, which is crucial for the Operations Specialist position.
✨Tip Number 4
Showcase your passion for data-driven decision-making by preparing to discuss specific instances where you've used data to solve problems or improve processes. This aligns well with the role's emphasis on using insights to inform operational and strategic plans.
We think you need these skills to ace Operations Specialist - 12 Month FTC
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience that aligns with the Operations Specialist role. Focus on your ability to manage operational issues, work with various teams, and improve service processes.
Craft a Compelling Cover Letter: In your cover letter, express your passion for operational excellence and how your skills can contribute to SMARTY's goals. Mention specific examples of how you've influenced management and improved service delivery in previous roles.
Highlight Key Skills: Emphasise your communication skills, problem-solving abilities, and experience in managing KPIs. Make sure to mention your familiarity with technology architectures in a telecoms environment, as this is crucial for the role.
Showcase Your Data-Driven Approach: Demonstrate your passion for using data and insights to make informed decisions. Provide examples of how you've used data to solve problems or improve operational processes in past positions.
How to prepare for a job interview at WeAreTechWomen
✨Show Your Collaborative Spirit
Since the role involves working closely with various teams and partners, be prepared to discuss your experience in collaboration. Share specific examples of how you've built relationships and influenced others to achieve common goals.
✨Demonstrate Problem-Solving Skills
The job requires strong decision-making and problem-solving abilities. Think of instances where you've successfully tackled operational issues or improved processes, and be ready to explain your thought process during the interview.
✨Highlight Your Data-Driven Approach
As the role values the use of data for decision-making, come equipped with examples of how you've used data insights to drive improvements or inform strategies. This will show your analytical skills and understanding of performance metrics.
✨Communicate Clearly and Effectively
Being a clear communicator is essential for this position. Practice articulating your thoughts concisely and confidently, both in verbal and written forms. Consider preparing a brief summary of your relevant experience to share at the start of the interview.
