Job Description
Role: Service Ops Jeopardy Lead
Salary: £30,000 - £35,000
Location: Irlam
The Role:
As a Service Operations Jeopardy Lead you will be responsible for ensuring that our customer service requirements are met, with the aim of enhancing customer satisfaction and improving the overall customer experience across all service levels for both new connections and network faults.
With a clear focus and alignment to contractual requirements, the Jeopardy Lead will play a key role in supporting all operational teams to provide efficient and effective resolution to at risk services while providing dedicated problem-solving techniques.
Result Areas
1. Proactively highlight any risks which impact Service Ops service levels working in full collaboration with Service Management and all B2B support teams to ensure we exceed partners expectations.
2. Monitor inflight tasks to proactively identify risks to SLAs and coordinate resolver teams to prevent breaches and poor service.
3. Work with the service delivery team to identify repeat issue and drive continuous service improvements.
4. Through structured risk and problem management processes monitor all delivery and assurance tasks which alerts Service Desk Analysts when tasks may fall into a jeopardy status.
5. Supporting the Service Desk Analys...