Job description
About Camelot
Dynamic, pioneering and inspiring, Camelot transforms lives – of National Lottery winners, of the beneficiaries of the Good Causes, and of our staff.
We’re licensed to run the National Lottery until 2023, and are committed to maximising returns to the Good Causes in the most efficient and socially responsible way. We have more than 36,000 retailers nationwide to help us achieve our goals, run the world’s most successful lottery website and operate four of the UK’s biggest brands including Lotto and EuroMillions. Around 70% of the UK’s adult population play The National Lottery on a regular basis – greater reach than any other FMCG brand in the UK.
Additionally, internationally, Camelot offers services for other lotteries – from private lottery operations, online and interactive development through to wider commercial services.
We’re licensed to run the National Lottery until 2023, and are committed to maximising returns to the Good Causes in the most efficient and socially responsible way. We have more than 36,000 retailers nationwide to help us achieve our goals, run the world’s most successful lottery website and operate four of the UK’s biggest brands including Lotto and EuroMillions. Around 70% of the UK’s adult population play The National Lottery on a regular basis – greater reach than any other FMCG brand in the UK.
Additionally, internationally, Camelot offers services for other lotteries – from private lottery operations, online and interactive development through to wider commercial services.
About the Department
The Customer Operations department provides end-to-end support at agreed customer service and NLC standards to all players and retail customers.
About the Team
IMC is a second line technical helpdesk that manages the resolution of terminal faults and issues across the retailer estate using ITIL methodology. The team is also responsible for managing escalations and utilising third party services to resolve issues where required. The team is focussed on achieving high levels of first time fix rates and avoiding repeat calls to ensure minimum terminal down time.
Summary
We are looking for an IMC Technician to join our IMC and Provisioning team based in Watford.
The ideal candidate will have experience in:
- 2nd line technical support
- Have worked within a customer facing role
- ITIL trained
- Ablility to work independently and use a proactive approach to prevent terminal downtime
- Provide solutions which are technically sound yet consider the Retailer and the Retail environment
The working patterns for this role are below:
Monday to Saturday: 07:00-20:00 ( Shifts starts at 07:00 and no later than 11:30, shifts end at 15:30 and no later than 20:00)
Sunday: 08:00-13:30 (Shifts starts 08:00 and no later than 08:45, shifts end 12:45 and no later than 13:30)
The hours will be scheduled on a rota as part of an eight man team and the candidate can expect to work 5/8 Saturdays and up to 2/8 Sundays
The ideal candidate will have experience in:
- 2nd line technical support
- Have worked within a customer facing role
- ITIL trained
- Ablility to work independently and use a proactive approach to prevent terminal downtime
- Provide solutions which are technically sound yet consider the Retailer and the Retail environment
The working patterns for this role are below:
Monday to Saturday: 07:00-20:00 ( Shifts starts at 07:00 and no later than 11:30, shifts end at 15:30 and no later than 20:00)
Sunday: 08:00-13:30 (Shifts starts 08:00 and no later than 08:45, shifts end 12:45 and no later than 13:30)
The hours will be scheduled on a rota as part of an eight man team and the candidate can expect to work 5/8 Saturdays and up to 2/8 Sundays
Key accountabilities
• Manage “warm” or “cold” transfer of faults and issues from 1st Line (Hotline) in agreed timescales
• Effectively own and manage the retailer experience ensuring that issues are resolved efficiently and within the agreed targets at second line
• Escalate calls to 3rd (networks) / 4th (Hughes) lines as appropriate within agreed targets
• Promote the TNL brand at all times by providing a customer centric experience
• Identify, report and minimise any issues resulting in terminal down time and effectively manage customer expectations
• Monitor and update IMC trouble-shooting guide
• Maintain contact with third party suppliers and Hotline to ensure necessary updates are recorded.
• On a daily basis identify, discuss and resolve performance issues with third party suppliers as they occur via established escalation procedures detailed within the SLA.
• Prepare and produce management information as required
• Continually look for ways of improving agreed departmental KPIs to enhance the customer experience
• Assist Customer Operations with inbound calls as requested
• Effectively own and manage the retailer experience ensuring that issues are resolved efficiently and within the agreed targets at second line
• Escalate calls to 3rd (networks) / 4th (Hughes) lines as appropriate within agreed targets
• Promote the TNL brand at all times by providing a customer centric experience
• Identify, report and minimise any issues resulting in terminal down time and effectively manage customer expectations
• Monitor and update IMC trouble-shooting guide
• Maintain contact with third party suppliers and Hotline to ensure necessary updates are recorded.
• On a daily basis identify, discuss and resolve performance issues with third party suppliers as they occur via established escalation procedures detailed within the SLA.
• Prepare and produce management information as required
• Continually look for ways of improving agreed departmental KPIs to enhance the customer experience
• Assist Customer Operations with inbound calls as requested
Skills & experience
• Ability to provide great customer service through excellent interpersonal skills
• Knowledge of ITIL methodology is preferable
• A thorough knowledge of the gaming communication systems used by Camelot pertaining to lottery terminals
• A thorough knowledge of lottery terminal functionality and communication networks which enable correct fault-finding and terminal malfunction resolution
• A thorough knowledge of diagnostic tools
• Experience of working to Service Level Agreements
• Experience of fault management
• Experience of liaising with third party suppliers
• Ability to use Microsoft Word and Excel to maintain and create documents and spreadsheets
• Knowledge of ITIL methodology is preferable
• A thorough knowledge of the gaming communication systems used by Camelot pertaining to lottery terminals
• A thorough knowledge of lottery terminal functionality and communication networks which enable correct fault-finding and terminal malfunction resolution
• A thorough knowledge of diagnostic tools
• Experience of working to Service Level Agreements
• Experience of fault management
• Experience of liaising with third party suppliers
• Ability to use Microsoft Word and Excel to maintain and create documents and spreadsheets
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