About Us Pinnacle Pet UK is a Top 5 UK Pet insurer with a clear ambition to be the leading Pet healthcare and insurance services partner in the UK.
We are part of the Pinnacle Pet Group (PPG) – a pan European fully integrated pet insurance and health services platform which was set up as a joint venture between JAB Holding Company and BNP Paribas Cardif. PPG’s ambition is to create the leading pet insurance and health services platform globally.
Over the last two years, through the success of our partnership strategy, which includes Sainsbury’s Bank, PDSA and Post Office, we’ve doubled the size of our business. We have ambitious growth plans through UK and European partnerships, and own brand and a clear vision for the development of our customer and partner proposition.
Not only do we have big ambitions for innovation, customer experience and growth, we also pride ourselves on being a great place to work. We know not everyone works best confined to the four walls of the office, which is why we embrace hybrid working. Our teams come together to collaborate in the office when needed, but we also have the space and the freedom to work from home. We believe people should have the best of both worlds to foster creativity, social connections, shared learning autonomy and productivity. It helps support a good work-life balance, and it’s the way we want to be.
We are an equal opportunities employer, committed to eliminating discrimination in the workplace and to promoting equal opportunities for all staff.
We are proud of our diversity, which is one of our core strengths. We want all of our people to thrive in an environment where bringing a different perspective is welcomed. We reflect the broad diversity of the customers we serve and we embrace an inclusive working environment.
If you want to work as part of a team, building and delivering something exceptional which will make a difference to pet owners and their pets and if you want to have fun in the process, we would love to hear from you.
To provide a single point of contact to our internal business users and external clients. To provide high quality support and rapid restoration of normal services, acting as 1st line support
Key Responsibilities
* Receive, log and triage calls from the business and process them in a timely manner
* To provide 1 st line support relative to Incident Management process; initial assessment of all Incidents & Service Requests; make first attempt at incident resolution and/or refer to 2 nd /3 rd line support
* To take ownership and management of the incident and service request life-cycle, including verification and closure
* To monitor and escalate procedures relative to the appropriate SLA
* To keep internal users and external clients informed on request for status and progress
* To take ownership of the Identity Management Service, including New Starters, Leavers etc
* To highlight Customer training and Education needs
* To be responsible for supporting the mobile communication service
* To deal with 3 rd party engineers and suppliers where applicable
* To produce management information reports
* To report as necessary on performance against agreed service level targets, objectives, timescales or standards
* To ensure compliance with appropriate group and industry audit requirements.
* To document key procedures and controls in line with company standards
* To develop personal or technical skills and capability through on-going training as provided by, or approved by HR
* To carry out any other task associated with the role as reasonably requested
Successful Candidates Will Have
Experience working within a Service Management orientated environment
* Experience in following formal Incident and Problem Management processes
* Thorough Active Directory 2000 knowledge
* Thorough Microsoft Windows XP knowledge
* Thorough Microsoft Office XP suite knowledge
* Excellent telephone manner
* Excellent analytical skills to trouble shoot technical issues
* Excellent written skills and experience with documenting incidents/service requests and resolutions
* Excellent organisational skills to manage multiple open incidents/service requests and call backs
* Sound knowledge of Service Desk and Asset Management software
* To be able to work to strict SLA’s and prioritise workload
* Team player
This is a 7.30am start shift with rota weekend overtime available (once every six weeks)
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