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Industrial Placement - Service Co-ordinator
Apply locations: Stockton-On-Tees
Time type: Full time
Posted on: Posted 5 Days Ago
Job requisition id: REQ_43936
Business Unit:
Cubic Transportation Systems
Company Details:
When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.
We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.
Job Details:
We are looking for a proactive Service Coordinator to build and maintain strong regional relationships with internal stakeholders and customers. This role is critical in ensuring a high-quality service by aligning service delivery with client contracts, coordinating quality and training efforts, and continuously improving processes. The Service Coordinator will also be responsible for tracking and reporting on monthly performance to maximize customer satisfaction, retention, and revenue.
Essential Job Duties and Responsibilities:
* Serve as a key member of the Global Operations Centre (GOC) escalation procedure, handling Major Incident Management, operational ticket escalations, and complaints.
* Ensure root cause analysis (RCA) is conducted for major incidents, coordinating resolver teams to implement corrective actions.
* Promote a Problem Management culture, analyzing performance trends and implementing action plans to mitigate known errors.
* Ensure global operational and customer contractual obligations, including SLAs, are met by effectively coordinating resolver teams.
* Regularly review open and closed cases, prioritizing high-impact faults to ensure timely resolution.
* Oversee service transition activities, working alongside the GOC Project Manager to integrate new services into live operations using ORR and PRINCE2 methodologies.
* Provide detailed customer and management reports to track weekly and monthly performance against contractual obligations.
* Develop and optimize Power BI reports to automate seamless performance reporting.
* Gather and analyze customer feedback to drive service improvement initiatives.
* Attend and contribute to weekly and monthly service review meetings with VPs, Service Operations Directors, and Heads of Service.
* Collaborate with internal teams to drive operational effectiveness, innovation, automation, and customer satisfaction improvements.
* Act as a regional service leader within the OneSupport Service Desk, providing insights to improve Level 1 agent knowledge.
* Work closely with Quality and Training teams to align training priorities with regional service needs.
* Maintain visibility and strong relationships with internal stakeholders across assigned regions.
* Prepare and present performance, quality, training, and service improvement materials for internal stakeholder reviews.
* Support process development, ITSM workflows, and resource planning for effective service delivery.
* Perform other duties as assigned by management, as required.
* Comply with Cubic’s values and adherence to all company policy and procedures.
Minimum Job Requirements:
* Enrolled in a Bachelors in Business Studies, Business Administration or related degree that offers a placement year opportunity;
* GCSE grade C or above including Maths and English or equivalent education/experience.
* General MS Office skills.
* High level of interpersonal, confidentiality and communication skills.
* Ability to work autonomously, meet deadlines and prioritize workload in a busy environment.
* Honest and trustworthy, with high accuracy and attention to detail.
Worker Type:
Employee
About Us
Cubic creates and delivers technology solutions in transportation that make people’s lives easier by simplifying their daily journeys, and defense capabilities that help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global challenges through innovation and service to our customers and partners.
We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD).
CTS is an industry-leading integrator of payment and information solutions and related services for intelligent travel applications.
CTS delivers integrated systems for transportation and traffic management, delivering tools for travelers to choose the smartest and easiest way to travel and pay for their journeys, and enabling transportation authorities and agencies to manage demand across the entire transportation network. Cubic Defense provides networked Command, Control, Communications, Computers, Cyber, Intelligence, Surveillance and Reconnaissance (C5ISR) solutions, and live, virtual, constructive and game-based training solutions for both U.S. and Allied Forces.
Cubic is proud to have a presence in over 60 countries and employ over 5,000 people worldwide. We are committed to hiring and retaining a diverse workforce and are proud to be an Equal Opportunity/Affirmative Action-Employer. We are committed to ensuring a workplace free of discrimination based on race, color, religion, age, disability, genetic information, sex, sexual orientation, gender identity, or national origin, military or veteran status, and any other basis protected by applicable law.
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