Job Title: Incident Management Professional
Location: Darlington – Nexus House
Join EE as an Incident Management Professional!
At EE, we're not just the UK's largest mobile and broadband operator; we're a part of BT Group, making us a vital part of millions of lives. We've been awarded the UK's best network for the past decade, and we're committed to being the most personal, customer-focused technology company in the UK. Our innovative services like EE Home, EE Game, EE Work, and EE Learn are designed to enhance every aspect of our customers' connected lives.
Why This Job Matters & What You’ll Do:
We need to be able to deliver a customer experience that’s best in the industry. To do this we need our advisors to be able to deliver a brilliant service every time they interact with a customer. Advisors can’t make this happen if the technologies they rely on aren’t working. This crucial role proactively detects issues as soon as they happen, guides operations on how to react, works with BT Technology to ensure appropriate priority is given and helps identify root cause, and after the event makes sure that Post Incident Reviews (PIRs) are completed and lessons learned.
Skills You’ll Need:
1. Significant experience in an incident management role
2. Strong problem-solving skills
3. Ability to handle and perform in stressful situations
4. Good knowledge of contact centre operations
5. Business architecture understanding
6. Strong technology knowledge
A Few Points To Note:
Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch. We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.
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