At a Glance
- Tasks: Coordinate IT service reporting and drive continual service improvements for better user experiences.
- Company: Join Birmingham City Council's innovative Digital and Technology Services team.
- Benefits: Competitive salary, training opportunities, and a supportive work-life balance.
- Other info: Inclusive environment with great career growth and development opportunities.
- Why this job: Make a real impact on services that improve the lives of Birmingham citizens.
- Qualifications: Experience in service reporting and a passion for continuous improvement.
The predicted salary is between 35412 - 44075 £ per year.
Grade C - £35,412 - £44,075 Consultation grade - subject to formal evaluation under the Equal Pay Programme
Working 36.5 hours per week
Job Overview
Are you passionate about Service Level Reporting and Continual Service Improvement? Birmingham City Council Digital and Technology Services is offering an exciting position as a Service Level and Reporting Coordinator. As our Service Level and Reporting Coordinator, you'll be at the forefront of IT Service Level Reporting and Service Improvements through the coordination of the IT service catalogue and provide reporting of analysis and insight to support service design and improvement and the effective management of Service Level Agreements.
What We Are About
We are currently transitioning towards a more streamlined and agile approach to delivery, which is an exciting time for our team. Placing our users at the forefront of our delivery process is crucial to creating products and services that effectively address real‑life problems. We collaborate across multiple disciplines to co‑create, design, and deliver services that positively impact the lives of Birmingham citizens. The Digital and Technology Services Service Design and Improvement Team is committed to fostering an inclusive and diverse environment that prioritises the well‑being and balance of all team members. We aim to support our team by empowering them, offering coaching, and providing development opportunities, so they can reach their full potential.
What You Will Do
- Assist the IT Service Design and Improvement Lead by coordinating the IT service catalogue and providing analysis and reports to support service design, improvement, and SLA management.
- Coordinate Customer Satisfaction Surveys and use insights for continuous service improvements.
- Manage continual service improvements for IT processes and services, providing analysis and reports to inform design improvements, and maintaining an accurate Service Catalogue.
- Provide administrative support to monitor, analyse, and report on IT Service Management processes, Operational Level Agreements, and Underpinning Contracts.
- Support the management of service design, improvement, and service level activities, aiding programmes and projects in transitioning new or changed services to steady‑state operations.
- Assist in managing the design process for new or changed services, ensuring SLAs, ITSM processes, OLAs, Underpinning Contracts, and reporting are in place to meet business needs and deliver OKRs and KPIs.
- Undertake continual service improvements to achieve business objectives, support product and service design improvements, resolve issues, and manage risks, blockers, and dependencies.
- Integrate service design and improvement processes into broader digital, data, and technology governance, provide standardised SLA reports, analysis, dashboards, and updates to stakeholders, and manage expectations.
- Support service design and improvement meetings, document risks and issues, and ensure mitigation plans are in place.
- Maintain service design criteria, work with service managers to integrate new and changed products and services into operations processes.
- Monitor SLAs to ensure business needs and contractual obligations are met, using insights for continual service improvement.
- Attend service review meetings to ensure continual service improvement and design optimisation.
- Contribute to the enhancement of service design and improvement processes, driving continual service improvement within Service Management.
- Enforce and follow procedures, maintain service design information, and uphold support and security policies.
- Exemplify organisational values, fostering a high‑trust, empowered, and inclusive environment where teams and individuals thrive.
We will support you with
- An environment that values curiosity, autonomy and working in the open
- An engaged and supportive leadership with a clear vision
- Training and development opportunities to help you progress and be the best you can be
- An inclusive workplace committed to reflecting the public we serve
- A benefit package designed to promote a great work life balance
- Exposure to all digital and technology teams and services areas across the council
Birmingham City Council is an accredited Disability Confident Leader employer, and we are committed to employing, retaining and developing all of our people. We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.
Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Sponsorship is not available for this post. Applicants must have the right to work in the UK that does not require employer sponsorship for the duration of the appointment.
You can view our Corporate Safeguarding Policy | Birmingham City Council here.
For any informal enquiries please contact: Resourcing@birmingham.gov.uk, quoting 4380.
Service Level & Reporting Co-Ordinator in Birmingham employer: WMJobs
Birmingham City Council is an exceptional employer, offering a dynamic work environment that prioritises inclusivity and employee well-being. As a Service Level & Reporting Coordinator, you will benefit from comprehensive training and development opportunities, a supportive leadership team, and a commitment to work-life balance, all while contributing to meaningful projects that enhance the lives of Birmingham citizens. Join us in a role that not only fosters your professional growth but also empowers you to make a positive impact within the community.
StudySmarter Expert Advice🤫
We think this is how you could land Service Level & Reporting Co-Ordinator in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WMJobs. 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 WMJobs 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 Level & Reporting Co-Ordinator in Birmingham
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 WMJobs:Your cover letter is your chance to shine! Tell us why you want to work at WMJobs 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 WMJobs!
How to prepare for a job interview at WMJobs
✨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.
