Infrastructure Support Engineer (SC clearance required) Type: Perm Location: Whitehaven Overview We are currently recruiting for an IT Infrastructure Support Specialist to work onsite at a large government customer account based in the Whitehaven area. You will be working within a dedicated systems support team at the customer site, on a 24/7 365 shift pattern. You will be key in supporting the facility and the customer with their IT-related needs. The IT Infrastructure Support Specialist will be supporting the customer's Servers, networks (and associated hardware), and storage. Therefore, you will be required to have good knowledge/experience within these areas as well as having experience within desktop services. You will generally work, in a three-person team, to provide all services as requested by the Team Leaders. The work will be varied from day to day, and the successful candidate will be required to undertake any work assigned to them that will support the facility and the customer. Key Responsibilities The successful candidate will be expected to investigate technical issues, run diagnostics, and interpret manufacturers' management tools to determine root cause and resolve technical problems. The IT Infrastructure Support Specialist would be expected to have knowledge/experience of the following, but not limited to: Desktop Services Datacentre Security Toolsets/Admin Process (ITIL) Requirements and Experience Desktop Services: Comprehensive understanding and hands-on experience in desktop support services. Datacentre: Expertise in managing and supporting data center infrastructure. Security: Strong background in implementing and maintaining security measures. Toolsets/Admin: Proficient in various IT toolsets and administration tasks. Process (ITIL): Familiarity with ITIL processes and best practices. ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.
Jan 17, 2025
Full time
Infrastructure Support Engineer (SC clearance required) Type: Perm Location: Whitehaven Overview We are currently recruiting for an IT Infrastructure Support Specialist to work onsite at a large government customer account based in the Whitehaven area. You will be working within a dedicated systems support team at the customer site, on a 24/7 365 shift pattern. You will be key in supporting the facility and the customer with their IT-related needs. The IT Infrastructure Support Specialist will be supporting the customer's Servers, networks (and associated hardware), and storage. Therefore, you will be required to have good knowledge/experience within these areas as well as having experience within desktop services. You will generally work, in a three-person team, to provide all services as requested by the Team Leaders. The work will be varied from day to day, and the successful candidate will be required to undertake any work assigned to them that will support the facility and the customer. Key Responsibilities The successful candidate will be expected to investigate technical issues, run diagnostics, and interpret manufacturers' management tools to determine root cause and resolve technical problems. The IT Infrastructure Support Specialist would be expected to have knowledge/experience of the following, but not limited to: Desktop Services Datacentre Security Toolsets/Admin Process (ITIL) Requirements and Experience Desktop Services: Comprehensive understanding and hands-on experience in desktop support services. Datacentre: Expertise in managing and supporting data center infrastructure. Security: Strong background in implementing and maintaining security measures. Toolsets/Admin: Proficient in various IT toolsets and administration tasks. Process (ITIL): Familiarity with ITIL processes and best practices. ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.
At Dataiku, we're not just adapting to the AI revolution, we're leading it. Since our beginning in Paris in 2013, we've been pioneering the future of AI with a platform that makes data actionable and accessible. With over 1,000 teammates across 25 countries and backed by a renowned set of investors, we're the architects of Everyday AI, enabling data experts and domain experts to work together to build AI into their daily operations, from advanced analytics to Generative AI. As the Workplace Experience Manager, you will collaborate with regional teams to ensure employees enjoy a safe, welcoming, and efficient environment. You'll play a central role in maintaining seamless office operations while fostering a strong sense of community and engagement. This role also involves contributing to larger projects with workplace experience teams based in Paris, New York, and Singapore. In this role, your duties will include: Deliver best-in-class workplace services, balancing cost and business needs to create, support and scale our workplace experiences in London and serviced office space in Amsterdam. Support the end-to-end management of the workplace lifecycle, including occupancy/space management, reception, facilities management, vendor management, employee events, catering, and risk and safety/contingency planning. Act as a primary facilitator and point of contact for new employees through their onboarding experience. Support new hire onboarding with desk set-up, office tours, supplies, and security badges for access. Research and implement new cost-effective measures for office expenditures and manage the local facilities request, resolution and associated budget in partnership with our Finance team. Manage local vendors and property management to ensure service requirements are being met, any issues are resolved quickly, and we maintain a safe and compliant workplace. Serve as the ambassador and primary day-to-day contact for our London office by providing in-office services and solutions that support occupancy and increase employee engagement and productivity. Partner with IT to ensure visitors have access and conference rooms are working efficiently. Manage the office life budget. Partnering with executive assistant and the chief of staff on company projects and requests in the London office (e.g. events, meetings, AMAs, Happy Hours, etc.) Lead and participate in the EMEA engagement strategy locally and in building an engagement strategy by partnering with our workplace experience managers in Paris to make our employees feel included and part of a larger team. Solicit feedback regularly and action thoughtfully and intentionally. Collaborate with senior leadership, People, and other departments to align well-being strategies with organisational goals, ensuring employee workplace experience initiatives support the company's mission and vision. Making sure the office is kept clean and tidy at all times, including replenishing snacks and beverages and well-kept meeting rooms and communal areas. Develop and implement strategies to boost employee morale, motivation, and job satisfaction. Organise activities and programs that foster a positive workplace culture; be the point of contact for employees and managers. Plan and execute strategic goals for the Workplace Experience team by ensuring processes are standardised and scalable. Managing the regional SWAG inventory and distribution. What skills and knowledge should you bring: Must be onsite in our London office 5 days a week. 5+ years of experience in leading workplace experience/office management and facilities/operations for a local London office within the Tech/startup industry. You've managed an office of 80+ employees in a hybrid environment. Believes in and knows what it means to be the "Director of First Impressions" - has a strong passion for workplace culture and customer service. Strong organisational and analytical skills. Flexible approach with superb interpersonal skills, both in verbal and written communications, with an ability to effectively present information and communicate changes. Space management and programming experience. Flexible and able to work in a fast-paced, dynamic and demanding environment. Highly organised with an attention to detail and the ability to multitask. A high degree of independent judgment and discretion in order to identify, diagnose, and solve problems while taking a team approach to daily office operations. Proficient with Google Suite, MS Office applications, Slack, and Mac. What are you waiting for! At Dataiku, you'll be part of a journey to shape the ever-evolving world of AI. We're not just building a product; we're crafting the future of AI. If you're ready to make a significant impact in a company that values innovation, collaboration, and your personal growth, we can't wait to welcome you to Dataiku! Our practices are rooted in the idea that everyone should be treated with dignity, decency and fairness. Dataiku also believes that a diverse identity is a source of strength and allows us to optimize across the many dimensions that are needed for our success. Therefore, we are proud to be an equal opportunity employer.
Jan 17, 2025
Full time
At Dataiku, we're not just adapting to the AI revolution, we're leading it. Since our beginning in Paris in 2013, we've been pioneering the future of AI with a platform that makes data actionable and accessible. With over 1,000 teammates across 25 countries and backed by a renowned set of investors, we're the architects of Everyday AI, enabling data experts and domain experts to work together to build AI into their daily operations, from advanced analytics to Generative AI. As the Workplace Experience Manager, you will collaborate with regional teams to ensure employees enjoy a safe, welcoming, and efficient environment. You'll play a central role in maintaining seamless office operations while fostering a strong sense of community and engagement. This role also involves contributing to larger projects with workplace experience teams based in Paris, New York, and Singapore. In this role, your duties will include: Deliver best-in-class workplace services, balancing cost and business needs to create, support and scale our workplace experiences in London and serviced office space in Amsterdam. Support the end-to-end management of the workplace lifecycle, including occupancy/space management, reception, facilities management, vendor management, employee events, catering, and risk and safety/contingency planning. Act as a primary facilitator and point of contact for new employees through their onboarding experience. Support new hire onboarding with desk set-up, office tours, supplies, and security badges for access. Research and implement new cost-effective measures for office expenditures and manage the local facilities request, resolution and associated budget in partnership with our Finance team. Manage local vendors and property management to ensure service requirements are being met, any issues are resolved quickly, and we maintain a safe and compliant workplace. Serve as the ambassador and primary day-to-day contact for our London office by providing in-office services and solutions that support occupancy and increase employee engagement and productivity. Partner with IT to ensure visitors have access and conference rooms are working efficiently. Manage the office life budget. Partnering with executive assistant and the chief of staff on company projects and requests in the London office (e.g. events, meetings, AMAs, Happy Hours, etc.) Lead and participate in the EMEA engagement strategy locally and in building an engagement strategy by partnering with our workplace experience managers in Paris to make our employees feel included and part of a larger team. Solicit feedback regularly and action thoughtfully and intentionally. Collaborate with senior leadership, People, and other departments to align well-being strategies with organisational goals, ensuring employee workplace experience initiatives support the company's mission and vision. Making sure the office is kept clean and tidy at all times, including replenishing snacks and beverages and well-kept meeting rooms and communal areas. Develop and implement strategies to boost employee morale, motivation, and job satisfaction. Organise activities and programs that foster a positive workplace culture; be the point of contact for employees and managers. Plan and execute strategic goals for the Workplace Experience team by ensuring processes are standardised and scalable. Managing the regional SWAG inventory and distribution. What skills and knowledge should you bring: Must be onsite in our London office 5 days a week. 5+ years of experience in leading workplace experience/office management and facilities/operations for a local London office within the Tech/startup industry. You've managed an office of 80+ employees in a hybrid environment. Believes in and knows what it means to be the "Director of First Impressions" - has a strong passion for workplace culture and customer service. Strong organisational and analytical skills. Flexible approach with superb interpersonal skills, both in verbal and written communications, with an ability to effectively present information and communicate changes. Space management and programming experience. Flexible and able to work in a fast-paced, dynamic and demanding environment. Highly organised with an attention to detail and the ability to multitask. A high degree of independent judgment and discretion in order to identify, diagnose, and solve problems while taking a team approach to daily office operations. Proficient with Google Suite, MS Office applications, Slack, and Mac. What are you waiting for! At Dataiku, you'll be part of a journey to shape the ever-evolving world of AI. We're not just building a product; we're crafting the future of AI. If you're ready to make a significant impact in a company that values innovation, collaboration, and your personal growth, we can't wait to welcome you to Dataiku! Our practices are rooted in the idea that everyone should be treated with dignity, decency and fairness. Dataiku also believes that a diverse identity is a source of strength and allows us to optimize across the many dimensions that are needed for our success. Therefore, we are proud to be an equal opportunity employer.
London Who We Are: At Galaxy we are building products and services to help the world invest in economic progress. We believe crypto and blockchain innovations will permeate and improve all aspects of our global economy. Our vision is a society where value and ownership flow as freely as information. Galaxy is a digital asset and blockchain leader helping institutions, startups, and individuals access and navigate the crypto economy. As one of the most well-capitalized and trusted companies in the industry, we provide platform solutions custom-made for a digitally native ecosystem across three complementary operating businesses: Global Markets, Asset Management, and Digital Infrastructure Solutions. Our offerings include, amongst others, trading, lending, strategic advisory services, institutional-grade investment solutions across passive, active and venture strategies, proprietary bitcoin mining and hosting services, network validator services, and the development of enterprise custodial technology. Galaxy's CEO and Founder Michael Novogratz leads a team of crypto enthusiasts, and institutional veterans focused on the future of finance and Web3. The Company is headquartered in New York City, with global offices across North America, Europe and Asia. What We Value: We are a diverse team of free thinkers, and fast movers united to help investors and creators energize the global economy. We are looking for individuals who thrive in a culture of builders and overachievers and embrace high performance, transparent feedback, and a mission-first approach. Our culture shapes our way of working and gets us where we want to be. Be Selective To Be Effective. Be Highly Aligned, Loosely Coupled. Disagree Transparently. Build Dream Teams. Who You Are: We are seeking a highly skilled Quantitative Developer to join our Crypto trading desk. The successful candidate will collaborate with traders, quants, and other developers to design, implement, and optimize market making and quantitative trading strategies. This role requires a strong background in software development, quantitative analysis, and financial markets, particularly in the FX and Crypto trading domains. What You'll Do: Develop, implement, and maintain high-performance trading algorithms and models for Crypto markets Collaborate with traders and quantitative analysts to understand trading strategies and translate them into efficient code Optimize existing trading systems for speed, reliability, and scalability Integrate new data sources and ensure data integrity for accurate model input Monitor and troubleshoot live trading systems, ensuring minimal downtime and optimal performance Stay up-to-date with the latest advancements in quantitative finance, software development, and Crypto markets Contribute to the continuous improvement of development processes and tools What We're Looking For: Bachelor's, Master's, or Ph.D. in Computer Science, Mathematics, Financial Engineering, or a related field Proven experience in developing and implementing quantitative models and trading algorithms Strong programming skills in Java Experience with high-frequency / low-latency trading systems Experience working on an FX or Cryptocurrency trading desk Experience in integrating and executing strategies on DeFi platforms (SOL/ETH) Excellent communication skills, both written and verbal Bonus Points: Experience of research and backtesting to evaluate the performance of trading strategies and models Proficiency in Rust and Python, statistical tools (e.g., NumPy, pandas, SciPy) Experience of development with relational and time series database technologies Knowledge of risk management infrastructure What We Offer: Competitive base salary and discretionary bonus Company-paid health and protective benefits for employees and their eligible dependents Free virtual coaching and counseling sessions Opportunities to learn about the Crypto industry Smart, entrepreneurial, and fun colleagues Employee Resource Groups Benefits may vary depending on location. Galaxy respects diversity and seeks to provide equal employment opportunities to all employees and job applicants for employment without regard to actual or perceived age, race, color, creed, religion, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital or partnership or caregiver status, ancestry, national origin, citizenship status, disability, military or veteran status, protected medical condition as defined by applicable state or local law, genetic information or predisposing genetic characteristic, or other characteristic protected by applicable federal, state, or local laws and ordinances. We will endeavor to make a reasonable accommodation to the known limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete the application process or to participate in an interview, please contact . Apply for this job
Jan 17, 2025
Full time
London Who We Are: At Galaxy we are building products and services to help the world invest in economic progress. We believe crypto and blockchain innovations will permeate and improve all aspects of our global economy. Our vision is a society where value and ownership flow as freely as information. Galaxy is a digital asset and blockchain leader helping institutions, startups, and individuals access and navigate the crypto economy. As one of the most well-capitalized and trusted companies in the industry, we provide platform solutions custom-made for a digitally native ecosystem across three complementary operating businesses: Global Markets, Asset Management, and Digital Infrastructure Solutions. Our offerings include, amongst others, trading, lending, strategic advisory services, institutional-grade investment solutions across passive, active and venture strategies, proprietary bitcoin mining and hosting services, network validator services, and the development of enterprise custodial technology. Galaxy's CEO and Founder Michael Novogratz leads a team of crypto enthusiasts, and institutional veterans focused on the future of finance and Web3. The Company is headquartered in New York City, with global offices across North America, Europe and Asia. What We Value: We are a diverse team of free thinkers, and fast movers united to help investors and creators energize the global economy. We are looking for individuals who thrive in a culture of builders and overachievers and embrace high performance, transparent feedback, and a mission-first approach. Our culture shapes our way of working and gets us where we want to be. Be Selective To Be Effective. Be Highly Aligned, Loosely Coupled. Disagree Transparently. Build Dream Teams. Who You Are: We are seeking a highly skilled Quantitative Developer to join our Crypto trading desk. The successful candidate will collaborate with traders, quants, and other developers to design, implement, and optimize market making and quantitative trading strategies. This role requires a strong background in software development, quantitative analysis, and financial markets, particularly in the FX and Crypto trading domains. What You'll Do: Develop, implement, and maintain high-performance trading algorithms and models for Crypto markets Collaborate with traders and quantitative analysts to understand trading strategies and translate them into efficient code Optimize existing trading systems for speed, reliability, and scalability Integrate new data sources and ensure data integrity for accurate model input Monitor and troubleshoot live trading systems, ensuring minimal downtime and optimal performance Stay up-to-date with the latest advancements in quantitative finance, software development, and Crypto markets Contribute to the continuous improvement of development processes and tools What We're Looking For: Bachelor's, Master's, or Ph.D. in Computer Science, Mathematics, Financial Engineering, or a related field Proven experience in developing and implementing quantitative models and trading algorithms Strong programming skills in Java Experience with high-frequency / low-latency trading systems Experience working on an FX or Cryptocurrency trading desk Experience in integrating and executing strategies on DeFi platforms (SOL/ETH) Excellent communication skills, both written and verbal Bonus Points: Experience of research and backtesting to evaluate the performance of trading strategies and models Proficiency in Rust and Python, statistical tools (e.g., NumPy, pandas, SciPy) Experience of development with relational and time series database technologies Knowledge of risk management infrastructure What We Offer: Competitive base salary and discretionary bonus Company-paid health and protective benefits for employees and their eligible dependents Free virtual coaching and counseling sessions Opportunities to learn about the Crypto industry Smart, entrepreneurial, and fun colleagues Employee Resource Groups Benefits may vary depending on location. Galaxy respects diversity and seeks to provide equal employment opportunities to all employees and job applicants for employment without regard to actual or perceived age, race, color, creed, religion, sex or gender (including pregnancy, childbirth, lactation and related medical conditions), gender identity or gender expression (including transgender status), sexual orientation, marital or partnership or caregiver status, ancestry, national origin, citizenship status, disability, military or veteran status, protected medical condition as defined by applicable state or local law, genetic information or predisposing genetic characteristic, or other characteristic protected by applicable federal, state, or local laws and ordinances. We will endeavor to make a reasonable accommodation to the known limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete the application process or to participate in an interview, please contact . Apply for this job
We are looking for an experienced End-User Computing/Microsoft 365 Desktop Support Lead with the following skills and experience:- Strong leadership and influencing skills - previous experience of managing an enterprise level Desktop support function Ability to set direction for internal corporate services so need a solid technical background and understand service (know what looks good!) Be highly customer centric Previous Desktop budget management £3m+ responsibility Be commercially focussed and strategically savvy, including cost savings Have 3rd Party and stakeholder relationships experience Background of IT Desktop/End User IT support experience Good knowledge of M365/Azure Ability to set the direction, shape and enhance the future desktop support function Requires a broad technical awareness and have the gravitas and confidence to challenge Ability to change current culture and reset Know what looks good! Have an eye on Cyber Essentials/Security Responsibilities for Audits, Software licences, ISO etc. Nice to haves: A background in working at this level for a Managed Service Provider would be ideal Awareness of latest Commercial and Desktop strategies Cyber Essentials ISO Best practice ITIL Change/Transformation experience For more information regarding this job opportunity please apply within.
Jan 16, 2025
Full time
We are looking for an experienced End-User Computing/Microsoft 365 Desktop Support Lead with the following skills and experience:- Strong leadership and influencing skills - previous experience of managing an enterprise level Desktop support function Ability to set direction for internal corporate services so need a solid technical background and understand service (know what looks good!) Be highly customer centric Previous Desktop budget management £3m+ responsibility Be commercially focussed and strategically savvy, including cost savings Have 3rd Party and stakeholder relationships experience Background of IT Desktop/End User IT support experience Good knowledge of M365/Azure Ability to set the direction, shape and enhance the future desktop support function Requires a broad technical awareness and have the gravitas and confidence to challenge Ability to change current culture and reset Know what looks good! Have an eye on Cyber Essentials/Security Responsibilities for Audits, Software licences, ISO etc. Nice to haves: A background in working at this level for a Managed Service Provider would be ideal Awareness of latest Commercial and Desktop strategies Cyber Essentials ISO Best practice ITIL Change/Transformation experience For more information regarding this job opportunity please apply within.
Service Desk Manager Leeds Based Hybrid Working My client is seeking a highly skilled and technical Service Desk Manager to lead their support operations and ensure the efficient management of Zendesk and internal support functions. The successful candidate will oversee the support team of up to 15 UK-based team members and an outsourced team, providing guidance, troubleshooting, and ensuring timely resolution of technical issues. This role also involves owning Zendesk -managing queues, setting up SLAs, and optimising reporting to ensure a seamless support experience for our users. Key Responsibilities: Zendesk Ownership & Management : Own and manage the Zendesk platform, including setting up and managing queues, SLAs, and reporting functionality to improve team performance and ensure timely resolution of issues. Team Leadership & Support : Lead the service desk team (15 UK staff and outsourced teams), providing guidance, training, and hands-on support to ensure tickets are addressed quickly, ensuring no tickets are left unresolved for extended periods. Technical Support & Troubleshooting : Answer technical questions from users, troubleshoot complex issues related to SQL databases , backups, and access, ensuring users receive timely and accurate assistance. Database & Backup Management : Oversee the management of databases and backup solutions , ensuring proper functionality, security, and disaster recovery procedures. Collaboration & Reporting : Collaborate with enterprise teams and client services to improve workflows, report on service desk metrics, and implement process improvements. Travel & Flexibility : Provide occasional travel support, including trips to the US, North Africa, and Costa Rica. Flexible working hours, including office visits twice a week. Requirements: Proven experience managing a service desk team , including hands-on technical support and leadership responsibilities. Strong experience with Zendesk , including managing queues, SLAs, and reporting. Technical knowledge of SQL databases and backup management. Strong leadership skills with the ability to mentor and guide both UK-based and outsourced teams. Flexibility to travel occasionally to global offices , and other international locations as needed. Must be proactive and able to own the support function while collaborating with internal teams to improve processes and service delivery. This role offers an opportunity to lead and develop a dynamic support team, while ensuring excellent technical support and service delivery within a global organisation.
Jan 16, 2025
Full time
Service Desk Manager Leeds Based Hybrid Working My client is seeking a highly skilled and technical Service Desk Manager to lead their support operations and ensure the efficient management of Zendesk and internal support functions. The successful candidate will oversee the support team of up to 15 UK-based team members and an outsourced team, providing guidance, troubleshooting, and ensuring timely resolution of technical issues. This role also involves owning Zendesk -managing queues, setting up SLAs, and optimising reporting to ensure a seamless support experience for our users. Key Responsibilities: Zendesk Ownership & Management : Own and manage the Zendesk platform, including setting up and managing queues, SLAs, and reporting functionality to improve team performance and ensure timely resolution of issues. Team Leadership & Support : Lead the service desk team (15 UK staff and outsourced teams), providing guidance, training, and hands-on support to ensure tickets are addressed quickly, ensuring no tickets are left unresolved for extended periods. Technical Support & Troubleshooting : Answer technical questions from users, troubleshoot complex issues related to SQL databases , backups, and access, ensuring users receive timely and accurate assistance. Database & Backup Management : Oversee the management of databases and backup solutions , ensuring proper functionality, security, and disaster recovery procedures. Collaboration & Reporting : Collaborate with enterprise teams and client services to improve workflows, report on service desk metrics, and implement process improvements. Travel & Flexibility : Provide occasional travel support, including trips to the US, North Africa, and Costa Rica. Flexible working hours, including office visits twice a week. Requirements: Proven experience managing a service desk team , including hands-on technical support and leadership responsibilities. Strong experience with Zendesk , including managing queues, SLAs, and reporting. Technical knowledge of SQL databases and backup management. Strong leadership skills with the ability to mentor and guide both UK-based and outsourced teams. Flexibility to travel occasionally to global offices , and other international locations as needed. Must be proactive and able to own the support function while collaborating with internal teams to improve processes and service delivery. This role offers an opportunity to lead and develop a dynamic support team, while ensuring excellent technical support and service delivery within a global organisation.
We have always done coworking Since 2006 The Hoxton has been home to laptop savvy workers making use of super-fast Wi-Fi and comfy sofas as they hustle away in a place that feels like home. So, it feels only natural for us to take our love for great experiences and create a space that offers everything you need to do your (other) day job or take over the world, in our stylish and comfortable surroundings. Working From opened its doors in Feb 2020 . There's something for everyone. Think hot-desking, open studios, dedicated offices, events & wellness spaces, a member café & bar and a stimulating events programme - all with stunning views over the Thames. Job Description What you will do The General Manager is responsible for all aspects of maintaining an efficient, safe, and profitable Workspace whilst focusing on member experience and engagement, leading the team to support in delivering on expectations. What you can expect as our GM: You will be responsible for the strategic overview of the business and be involved in the Brand and PR led initiatives. Oversee the operation on the ground and report directly into the Hotel General Manager. You will be the first point of contact with the key members of the team to ensure operational sales targets and retention levels are being achieved and assist in the process of membership sales as and when required. You will be responsible for achieving financial targets, forecasting monthly revenue, and reporting on month end performance. Attend Hotel Operational meetings as and when required and work closely with the Hotel team on crossover operations and building specific systems. Work closely with the Brand team to assist in developing and programming a social events calendar for our members. Lead by example by setting the standard for team members. Monitor the team members and WF member satisfaction, taking action to correct and direct when needed. Oversee the development and maintenance of quality service standards by conducting ongoing evaluations, working with the maintenance manager and team. Ensure Standard Operating Procedures and encourage training and development for all team members. Maintain an appropriate level of involvement with local arts and cultural communities to help cultivate relationships that are on brand and promote our mission. Develop accurate and aggressive short and long term financial objectives that are consistent with company goals. Prepare financial reports for management that clearly explain operational effectiveness, trends and variances. Establish and maintain a progressive culture with support of the People & Culture Team, keeping team members motivated and engaged. Oversee day-to-day operations of the facility, ensuring that all departments are functioning at a high level, ensuring 360 degrees of hospitality to all members. Identify and help establish and execute marketing, sales, and operational objectives producing results that exceed business expectations. Help to plan and organize the work of different departments within the space. Work with the Senior Leadership Team to create new strategies to promote and execute on brand objectives. Maintain a high member service focus by approaching your job with the needs of the members in mind. Qualifications What we are looking for A well-versed General Manager with a minimum of 2 years experience in the role or similar, to focus on revenue generation, profit and capital projects. You will need to have experience managing a team including developing talent, with great people management and communication skills. An awareness of financial processes including invoicing and P&L's MS Office, in particular Word and Excel, is required. Someone who will make a positive impact, taking responsibility and initiative to resolve issues, always clearly communicating with both members and colleagues. You are decisive, accepting responsibility for making things happen, thinking ahead and developing contingency plans (while ensuring that you have the support to get the job done). You are motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your performance. You are flexible, responding quickly and positively to changing environments. You are ready to develop a profitable business that aims to design and deliver a series of experiences, spaces and amenities conceived to attract, inspire and support entrepreneurs. Additional Information What's in it for you 25 days holiday (and bank holidays), eligibility to take part in the company discretionary bonus scheme, pension, private medical and life insurance. Excellent discounts across the Ennismore family for you and your nearest and dearest (even if you decide to leave us!). Enjoy a night at The Hoxton and a meal for two when you first start with us. Free night at The Hoxton every year and something a little extra when you hit the big milestones. A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing. It's OK not to be OK; take care of your physical & mental wellbeing through a support help line, gym discounts, virtual GP surgeries and more. Treat yourself with lots of retail & hospitality perks through our partners. Lots of opportunity to progress and switch it up as part of a global family of brands. Training to get you settled into your role, learning academies to broaden your skillset and development that helps you think, make and thrive at work. Extra time off to volunteer with Shelter From The Storm. Enhanced family leave for when you're expanding your family. An annual diversity and inclusion calendar of events creating opportunities for you to learn, celebrate and make a positive impact.
Jan 16, 2025
Full time
We have always done coworking Since 2006 The Hoxton has been home to laptop savvy workers making use of super-fast Wi-Fi and comfy sofas as they hustle away in a place that feels like home. So, it feels only natural for us to take our love for great experiences and create a space that offers everything you need to do your (other) day job or take over the world, in our stylish and comfortable surroundings. Working From opened its doors in Feb 2020 . There's something for everyone. Think hot-desking, open studios, dedicated offices, events & wellness spaces, a member café & bar and a stimulating events programme - all with stunning views over the Thames. Job Description What you will do The General Manager is responsible for all aspects of maintaining an efficient, safe, and profitable Workspace whilst focusing on member experience and engagement, leading the team to support in delivering on expectations. What you can expect as our GM: You will be responsible for the strategic overview of the business and be involved in the Brand and PR led initiatives. Oversee the operation on the ground and report directly into the Hotel General Manager. You will be the first point of contact with the key members of the team to ensure operational sales targets and retention levels are being achieved and assist in the process of membership sales as and when required. You will be responsible for achieving financial targets, forecasting monthly revenue, and reporting on month end performance. Attend Hotel Operational meetings as and when required and work closely with the Hotel team on crossover operations and building specific systems. Work closely with the Brand team to assist in developing and programming a social events calendar for our members. Lead by example by setting the standard for team members. Monitor the team members and WF member satisfaction, taking action to correct and direct when needed. Oversee the development and maintenance of quality service standards by conducting ongoing evaluations, working with the maintenance manager and team. Ensure Standard Operating Procedures and encourage training and development for all team members. Maintain an appropriate level of involvement with local arts and cultural communities to help cultivate relationships that are on brand and promote our mission. Develop accurate and aggressive short and long term financial objectives that are consistent with company goals. Prepare financial reports for management that clearly explain operational effectiveness, trends and variances. Establish and maintain a progressive culture with support of the People & Culture Team, keeping team members motivated and engaged. Oversee day-to-day operations of the facility, ensuring that all departments are functioning at a high level, ensuring 360 degrees of hospitality to all members. Identify and help establish and execute marketing, sales, and operational objectives producing results that exceed business expectations. Help to plan and organize the work of different departments within the space. Work with the Senior Leadership Team to create new strategies to promote and execute on brand objectives. Maintain a high member service focus by approaching your job with the needs of the members in mind. Qualifications What we are looking for A well-versed General Manager with a minimum of 2 years experience in the role or similar, to focus on revenue generation, profit and capital projects. You will need to have experience managing a team including developing talent, with great people management and communication skills. An awareness of financial processes including invoicing and P&L's MS Office, in particular Word and Excel, is required. Someone who will make a positive impact, taking responsibility and initiative to resolve issues, always clearly communicating with both members and colleagues. You are decisive, accepting responsibility for making things happen, thinking ahead and developing contingency plans (while ensuring that you have the support to get the job done). You are motivated and committed, approaching all tasks with enthusiasm and seizing opportunities to learn new skills or knowledge in order to improve your performance. You are flexible, responding quickly and positively to changing environments. You are ready to develop a profitable business that aims to design and deliver a series of experiences, spaces and amenities conceived to attract, inspire and support entrepreneurs. Additional Information What's in it for you 25 days holiday (and bank holidays), eligibility to take part in the company discretionary bonus scheme, pension, private medical and life insurance. Excellent discounts across the Ennismore family for you and your nearest and dearest (even if you decide to leave us!). Enjoy a night at The Hoxton and a meal for two when you first start with us. Free night at The Hoxton every year and something a little extra when you hit the big milestones. A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing. It's OK not to be OK; take care of your physical & mental wellbeing through a support help line, gym discounts, virtual GP surgeries and more. Treat yourself with lots of retail & hospitality perks through our partners. Lots of opportunity to progress and switch it up as part of a global family of brands. Training to get you settled into your role, learning academies to broaden your skillset and development that helps you think, make and thrive at work. Extra time off to volunteer with Shelter From The Storm. Enhanced family leave for when you're expanding your family. An annual diversity and inclusion calendar of events creating opportunities for you to learn, celebrate and make a positive impact.
Associate Director of Membership Permanent, Full-time Hybrid, 2 days p/w from Central London £65K-£70K salary Our client is a non-profit professional membership body with over 22,000 members both in the UK and internationally. This is a brand new role for an experienced membership professional to lead three teams (membership, marketing, events) and focus on the long-term membership strategy. This is a significant role for the organisation, one of two AD roles reporting to the Executive Director. It will focus on enhancing the member experience and driving impactful engagement both online and offline. There is also a focus to upgrade their digital systems with a new CRM and service desk on the horizon. Key Responsibilities: Deliver exceptional support to grow the membership base in the UK and internationally. Plan and implement effective communications strategies that strengthen the College brand and engage various audiences. Organise and execute a diverse agenda of high-impact events that foster member learning, networking, and development. Drive engagement and collaboration across the organisation, delivering continuous improvement initiatives. Develop and execute marketing strategies to promote RCPCH activities and initiatives. Qualifications: Head of Membership experience, looking to take a step-up. Strong strategic thinking and problem-solving skills. Proactive mindset and experienced leader. Ability to thrive in a rapidly changing environment and respond effectively to the needs of a nice membership sector. If you are passionate about membership engagement and eager to make a significant impact, we encourage you to apply and join a journey towards excellence!
Jan 16, 2025
Full time
Associate Director of Membership Permanent, Full-time Hybrid, 2 days p/w from Central London £65K-£70K salary Our client is a non-profit professional membership body with over 22,000 members both in the UK and internationally. This is a brand new role for an experienced membership professional to lead three teams (membership, marketing, events) and focus on the long-term membership strategy. This is a significant role for the organisation, one of two AD roles reporting to the Executive Director. It will focus on enhancing the member experience and driving impactful engagement both online and offline. There is also a focus to upgrade their digital systems with a new CRM and service desk on the horizon. Key Responsibilities: Deliver exceptional support to grow the membership base in the UK and internationally. Plan and implement effective communications strategies that strengthen the College brand and engage various audiences. Organise and execute a diverse agenda of high-impact events that foster member learning, networking, and development. Drive engagement and collaboration across the organisation, delivering continuous improvement initiatives. Develop and execute marketing strategies to promote RCPCH activities and initiatives. Qualifications: Head of Membership experience, looking to take a step-up. Strong strategic thinking and problem-solving skills. Proactive mindset and experienced leader. Ability to thrive in a rapidly changing environment and respond effectively to the needs of a nice membership sector. If you are passionate about membership engagement and eager to make a significant impact, we encourage you to apply and join a journey towards excellence!
Salary: £39,513 to £43,693 p.a. Grade 11 Hours per week: 37 Employment Location: Your normal place of work will be Locomotion (Shildon) but you may be required to work at any Council workplace within County Durham. Hybrid working arrangements are available. Closing date: 26 Jan. We have an exciting opportunity available to join our Culture team on a full-time basis which is fixed term for 18 months to lead on the project management of the Shildon and Newton Aycliffe Heritage Strategic place, one of the first national heritage lottery funded strategic heritage places in the country. The successful candidate, will ensure that the ambitions of the communities are realised and in this is the first phase, will put in place the building blocks for the next 10 years of the partnership. WHAT IS INVOLVED? You will work with communities and partnerships to develop an evidence baseline and theory of change for the life of our Strategic Partnership, scope future development of key heritage assets to ensure they are resilient and sustainable long-term, and place children and young people (CYP) at the heart of heritage place making as agents of change through our Place Lab programme. Our hope is that through this, the people of Shildon & Newton Aycliffe will feel pride in their connection to heritage reflecting both the innovation and entrepreneurial spirit of our globally significant past, as well as looking to our future. Initial scoping work will set out our ambitions for Shildon, the World's first railway town, to be recognised as a World Heritage Site, for our CYP and others to have access to heritage professions and skills, and for sustainable heritage-led regeneration that boosts the local economy. We encourage you to contact Emma Hermon, Audience Development and Engagement Manager via email at to arrange an informal discussion about the role. WHAT WILL I NEED? A relevant degree or substantial experience in relevant field e.g. history, heritage, culture, project management. Evidence of continuing professional development. You must have significant project management experience within a cultural discipline/ organisation, including the delivery of targets within a limited timescale along with experience in managing co-ordinating, monitoring and evaluating of complex projects including practical experience of working in multi-disciplinary professional teams both internal and external to the Council. Experience of arranging legal and contract documentation and of establishing, developing and maintaining key partnerships and relationships to support programmes is essential. REWARDS AND BENEFITS We offer generous rewards and benefits that are designed to help you perform at your best: Competitive salaries and 27 days holiday per year rising to 32 days after five years continuous local government service. Option to purchase up to 10 additional days annual leave per year. Excellent work/life balance through schemes including job sharing, compressed hours and flexi-time (allowing up to 13 flexi days per year). Hybrid working (home and office working). Excellent contributory career average Local Government Pension Scheme (LGPS). Plus, top up options - Salary Sacrifice Shared Cost AVC scheme and standard AVC scheme for members of the LGPS. Wellbeing Portal and access to an Employee Assist Scheme. Wide range of learning and development opportunities including professional qualifications, coaching and mentoring. Employee Benefits Portal and Lifestyle Savings Scheme (discounts across a host of major retailers). Discounted DCC gym membership. Staff networks run by staff for our staff, including Race Equality and Diversity, Disability, LGBT+, Armed Forces, Carers, Menopause. Trade Union membership. A range of other salary sacrifice schemes such as car leasing Rewards and benefits are subject to individual terms and conditions. Take a closer look: HYBRID WORKING Durham County Council currently operates a hybrid working policy where a model of 2 days in the workplace and 3 days at home/remote will apply. This model is pro-rated for part time roles and arrangements are at managers discretion, alternatively you can work all of your contracted hours within the workplace if you prefer. EQUALITY, DIVERSITY, AND INCLUSION We are a proud equal opportunities employer and recognise that a diverse, talented workforce brings new ideas and new perspectives, which will facilitate growth and improvements to services. We are committed to ensuring that our employment policies and processes are fair and equitable to all. We welcome job applications from everyone, and successful candidates are considered only on their skills and ability to do the job. As a Disability Confident Leader, we encourage applications from disabled people and provide support throughout the recruitment process. Take a closer look: INTERVIEWS Interviews will be held on Friday 7th February 2025 in person at Locomotion, Shildon. Candidates to prepare a 10 min presentation on a subject linked to the project. We operate a guaranteed interview scheme for applicants that can show they meet all the essential criteria and have indicated they have a disability, are a looked after young person, care leaver or a veteran. HOW TO APPLY In line with the County Council's Recruitment and Selection Policy, please note that we are unable to accept CVs. Applications must be submitted on-line via the Northeast Jobs portal. Please use the 'Person Specification' section of your application form to demonstrate that you have the essential and where possible, desirable experience, skills, and knowledge. Candidates who do not evidence that they meet the essential qualifications and experience listed on the person specification will not be short-listed. If you have any support needs or require assistance when applying for this role, please contact the Recruitment Team via email or telephone the Recruitment Help Desk on tel. no. (option 5). PLEASE NOTE THAT ALL COMMUNICATION REGARDING YOUR APPLICATION FOR THIS POST WILL BE SENT TO THE EMAIL ADDRESS THAT YOU HAVE REGISTERED WITH NORTH EAST JOBS, INCLUDING YOUR INVITE TO INTERVIEW IF YOU ARE SHORTLISTED. PLEASE CHECK YOUR EMAIL AFTER THE CLOSING DATE FOR NOTIFICATION FROM AS YOU WILL NOT BE NOTIFIED BY ANY OTHER MEANS. PLEASE ENSURE YOU CHECK YOUR JUNK MAIL. We collect personal information from you when you register with North East Jobs and make an application. Details on how we process your personal data is available in our Privacy Notice.
Jan 16, 2025
Full time
Salary: £39,513 to £43,693 p.a. Grade 11 Hours per week: 37 Employment Location: Your normal place of work will be Locomotion (Shildon) but you may be required to work at any Council workplace within County Durham. Hybrid working arrangements are available. Closing date: 26 Jan. We have an exciting opportunity available to join our Culture team on a full-time basis which is fixed term for 18 months to lead on the project management of the Shildon and Newton Aycliffe Heritage Strategic place, one of the first national heritage lottery funded strategic heritage places in the country. The successful candidate, will ensure that the ambitions of the communities are realised and in this is the first phase, will put in place the building blocks for the next 10 years of the partnership. WHAT IS INVOLVED? You will work with communities and partnerships to develop an evidence baseline and theory of change for the life of our Strategic Partnership, scope future development of key heritage assets to ensure they are resilient and sustainable long-term, and place children and young people (CYP) at the heart of heritage place making as agents of change through our Place Lab programme. Our hope is that through this, the people of Shildon & Newton Aycliffe will feel pride in their connection to heritage reflecting both the innovation and entrepreneurial spirit of our globally significant past, as well as looking to our future. Initial scoping work will set out our ambitions for Shildon, the World's first railway town, to be recognised as a World Heritage Site, for our CYP and others to have access to heritage professions and skills, and for sustainable heritage-led regeneration that boosts the local economy. We encourage you to contact Emma Hermon, Audience Development and Engagement Manager via email at to arrange an informal discussion about the role. WHAT WILL I NEED? A relevant degree or substantial experience in relevant field e.g. history, heritage, culture, project management. Evidence of continuing professional development. You must have significant project management experience within a cultural discipline/ organisation, including the delivery of targets within a limited timescale along with experience in managing co-ordinating, monitoring and evaluating of complex projects including practical experience of working in multi-disciplinary professional teams both internal and external to the Council. Experience of arranging legal and contract documentation and of establishing, developing and maintaining key partnerships and relationships to support programmes is essential. REWARDS AND BENEFITS We offer generous rewards and benefits that are designed to help you perform at your best: Competitive salaries and 27 days holiday per year rising to 32 days after five years continuous local government service. Option to purchase up to 10 additional days annual leave per year. Excellent work/life balance through schemes including job sharing, compressed hours and flexi-time (allowing up to 13 flexi days per year). Hybrid working (home and office working). Excellent contributory career average Local Government Pension Scheme (LGPS). Plus, top up options - Salary Sacrifice Shared Cost AVC scheme and standard AVC scheme for members of the LGPS. Wellbeing Portal and access to an Employee Assist Scheme. Wide range of learning and development opportunities including professional qualifications, coaching and mentoring. Employee Benefits Portal and Lifestyle Savings Scheme (discounts across a host of major retailers). Discounted DCC gym membership. Staff networks run by staff for our staff, including Race Equality and Diversity, Disability, LGBT+, Armed Forces, Carers, Menopause. Trade Union membership. A range of other salary sacrifice schemes such as car leasing Rewards and benefits are subject to individual terms and conditions. Take a closer look: HYBRID WORKING Durham County Council currently operates a hybrid working policy where a model of 2 days in the workplace and 3 days at home/remote will apply. This model is pro-rated for part time roles and arrangements are at managers discretion, alternatively you can work all of your contracted hours within the workplace if you prefer. EQUALITY, DIVERSITY, AND INCLUSION We are a proud equal opportunities employer and recognise that a diverse, talented workforce brings new ideas and new perspectives, which will facilitate growth and improvements to services. We are committed to ensuring that our employment policies and processes are fair and equitable to all. We welcome job applications from everyone, and successful candidates are considered only on their skills and ability to do the job. As a Disability Confident Leader, we encourage applications from disabled people and provide support throughout the recruitment process. Take a closer look: INTERVIEWS Interviews will be held on Friday 7th February 2025 in person at Locomotion, Shildon. Candidates to prepare a 10 min presentation on a subject linked to the project. We operate a guaranteed interview scheme for applicants that can show they meet all the essential criteria and have indicated they have a disability, are a looked after young person, care leaver or a veteran. HOW TO APPLY In line with the County Council's Recruitment and Selection Policy, please note that we are unable to accept CVs. Applications must be submitted on-line via the Northeast Jobs portal. Please use the 'Person Specification' section of your application form to demonstrate that you have the essential and where possible, desirable experience, skills, and knowledge. Candidates who do not evidence that they meet the essential qualifications and experience listed on the person specification will not be short-listed. If you have any support needs or require assistance when applying for this role, please contact the Recruitment Team via email or telephone the Recruitment Help Desk on tel. no. (option 5). PLEASE NOTE THAT ALL COMMUNICATION REGARDING YOUR APPLICATION FOR THIS POST WILL BE SENT TO THE EMAIL ADDRESS THAT YOU HAVE REGISTERED WITH NORTH EAST JOBS, INCLUDING YOUR INVITE TO INTERVIEW IF YOU ARE SHORTLISTED. PLEASE CHECK YOUR EMAIL AFTER THE CLOSING DATE FOR NOTIFICATION FROM AS YOU WILL NOT BE NOTIFIED BY ANY OTHER MEANS. PLEASE ENSURE YOU CHECK YOUR JUNK MAIL. We collect personal information from you when you register with North East Jobs and make an application. Details on how we process your personal data is available in our Privacy Notice.
This award-winning startup, based in Farringdon, is the UK market leader when it comes to connecting households and cleaners (kind of like Deliveroo, but for home services). They make it easy for customers to book, manage and pay their cleaner online and have created the best place for cleaners to find work. They're only six years old and have already reached well over 200,000 5 customer reviews, 1,000s of cleaners, profitability, and are scaling 2-3x every year. They have more awards and press coverage than they have shelf space for - most recently the Consumer Business of the Year Award! This role in Customer Ops is their entry point for bright graduates into the business. Previous team members have moved into operations, marketing and even detective positions! Your day-to-day responsibilities: Providing inbound support to customers via email, phone or live chat Ensuring all support is provided in line with their values and provides an excellent experience Using your initiative to resolve a wide variety of issues in the best possible way, based on individual needs Identifying trends in feedback to create ways to improve their processes, product or technology About you: Passionate about delivering an amazing customer experience Incredibly organised and detail-oriented, with outstanding critical thinking and creative problem solving skills Exceptional communication skills, both written and verbal A positive and high-energy attitude Zendesk experience a bonus ️ Benefits: Generous 25 days' holiday allowance, plus bank holidays Posh Christmas and summer parties Tons of sponsored (but not too heavily organised!) office fun Potential for share options
Jan 16, 2025
Full time
This award-winning startup, based in Farringdon, is the UK market leader when it comes to connecting households and cleaners (kind of like Deliveroo, but for home services). They make it easy for customers to book, manage and pay their cleaner online and have created the best place for cleaners to find work. They're only six years old and have already reached well over 200,000 5 customer reviews, 1,000s of cleaners, profitability, and are scaling 2-3x every year. They have more awards and press coverage than they have shelf space for - most recently the Consumer Business of the Year Award! This role in Customer Ops is their entry point for bright graduates into the business. Previous team members have moved into operations, marketing and even detective positions! Your day-to-day responsibilities: Providing inbound support to customers via email, phone or live chat Ensuring all support is provided in line with their values and provides an excellent experience Using your initiative to resolve a wide variety of issues in the best possible way, based on individual needs Identifying trends in feedback to create ways to improve their processes, product or technology About you: Passionate about delivering an amazing customer experience Incredibly organised and detail-oriented, with outstanding critical thinking and creative problem solving skills Exceptional communication skills, both written and verbal A positive and high-energy attitude Zendesk experience a bonus ️ Benefits: Generous 25 days' holiday allowance, plus bank holidays Posh Christmas and summer parties Tons of sponsored (but not too heavily organised!) office fun Potential for share options
The Open Research Support Specialist supports authors with all customer service queries related to Open Access (OA) publishing, in close consultation with the Journal Editorial Office, Finance, Production teams and the Open Access Policy teams at Springer Nature. They work with stakeholders to assist with solutions to author queries - typically post-acceptance, supporting authors through the Open Access payment process, and dealing with policy, licensing and other payment queries. They are responsible for providing support throughout authors' interactions with Springer Nature Open Access workflows, working with vendor teams to develop workflows and processes, and streamlining and developing the author experience. They are expected to develop a basic understanding of the peer review and publication process and to provide expert customer service to internal teams and external contacts concerning Open Access processes and workflows. The Open Research Support team is currently split between Tokyo and London, so the successful candidate will be collaborating across time zones. Main Duties: Handle Article Processing Charge (APC) queries across the journals publication pipeline, supporting vendor teams with difficult queries. Timely and professional response to author requests Maintain documentation and records about APC workflows and processes Create and interpret reports of volume and query types as required Communicate updates to Springer Nature Customer Service (SNCS) Management teams Work with policy teams and stakeholders as appropriate Keep SNCS teams and Straive up to date with any policy changes and updates Feedback to Straive TQA and Team Leaders on training opportunities and create materials where required. Feedback to SNCS management with details of issues encountered and resolved, and suggest procedural changes to eradicate inefficiencies Ensure timely completion of administrative tasks and take responsibility for consistent and compliant application of policy driven instructions Work on continuous improvement projects in line with the strategic direction of the department Update satisfaction survey feedback to analyse pain points and identify opportunities for improvements self-service, automations and continuous improvement Work with Publishing, Editorial and Production teams to support authors and understand business needs Core skills: Highly organised - e.g. able to schedule multiple priorities, stick to deadlines and manage time sufficiently Detail oriented Computer literate - understands common software (e.g. Microsoft Office suite) and gains new software skills quickly Experience of providing high-quality customer service Excellent communication skills (in English language) Experience of identifying issues and using own initiative to suggest solutions An interest in ethical processes and principles and a motivation towards best-practice excellence Embraces change with a positive attitude Comfortable working in a global team Desirable: A background or interest in science, publishing, finance or other relevant experience Understanding of the Open Access landscape Experience working with vendor teams Japanese speaking (if based in Tokyo) preferable but not essential Experience working with Freshdesk Project management interest or experience Graduates are welcome to apply. At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent. Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here . If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation. For more information about career opportunities in Springer Nature please visit
Jan 16, 2025
Full time
The Open Research Support Specialist supports authors with all customer service queries related to Open Access (OA) publishing, in close consultation with the Journal Editorial Office, Finance, Production teams and the Open Access Policy teams at Springer Nature. They work with stakeholders to assist with solutions to author queries - typically post-acceptance, supporting authors through the Open Access payment process, and dealing with policy, licensing and other payment queries. They are responsible for providing support throughout authors' interactions with Springer Nature Open Access workflows, working with vendor teams to develop workflows and processes, and streamlining and developing the author experience. They are expected to develop a basic understanding of the peer review and publication process and to provide expert customer service to internal teams and external contacts concerning Open Access processes and workflows. The Open Research Support team is currently split between Tokyo and London, so the successful candidate will be collaborating across time zones. Main Duties: Handle Article Processing Charge (APC) queries across the journals publication pipeline, supporting vendor teams with difficult queries. Timely and professional response to author requests Maintain documentation and records about APC workflows and processes Create and interpret reports of volume and query types as required Communicate updates to Springer Nature Customer Service (SNCS) Management teams Work with policy teams and stakeholders as appropriate Keep SNCS teams and Straive up to date with any policy changes and updates Feedback to Straive TQA and Team Leaders on training opportunities and create materials where required. Feedback to SNCS management with details of issues encountered and resolved, and suggest procedural changes to eradicate inefficiencies Ensure timely completion of administrative tasks and take responsibility for consistent and compliant application of policy driven instructions Work on continuous improvement projects in line with the strategic direction of the department Update satisfaction survey feedback to analyse pain points and identify opportunities for improvements self-service, automations and continuous improvement Work with Publishing, Editorial and Production teams to support authors and understand business needs Core skills: Highly organised - e.g. able to schedule multiple priorities, stick to deadlines and manage time sufficiently Detail oriented Computer literate - understands common software (e.g. Microsoft Office suite) and gains new software skills quickly Experience of providing high-quality customer service Excellent communication skills (in English language) Experience of identifying issues and using own initiative to suggest solutions An interest in ethical processes and principles and a motivation towards best-practice excellence Embraces change with a positive attitude Comfortable working in a global team Desirable: A background or interest in science, publishing, finance or other relevant experience Understanding of the Open Access landscape Experience working with vendor teams Japanese speaking (if based in Tokyo) preferable but not essential Experience working with Freshdesk Project management interest or experience Graduates are welcome to apply. At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent. Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here . If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation. For more information about career opportunities in Springer Nature please visit
Job Title: Member and Supporter Experience Coordinator Team: Member and Supporter Experience Location: Hybrid (split between home-working and London), 1 day minimum a week in office Salary on appointment: £26,887-£32,000 per annum This role is a full-time role, but we are open to part-time applicants happy to do a job-share. Context and purpose of role At the heart of the Ramblers lies our community of over 100,000 members and supporters, enabling us to fulfil our charitable mission across the length and breadth of Great Britain. This role is pivotal in ensuring the delivery of excellent supporter service, coaching and empowering the Member and Supporter Experience Officers to meet the needs of our supporters. You will play a key role in fostering a positive experience for supporters, managing relationships with third-party suppliers, and driving continuous improvements across processes and systems. As a key point of contact for internal teams, you will traffic-control workloads, ensure smooth project delivery, and act as a champion for supporters across the organisation. Key Responsibilities: Team Leadership and Coaching Provide day-to-day guidance and supervision for Member and Supporter Experience Officers, ensuring workloads are evenly distributed, priorities are clear, and deadlines are met. Lead regular check-ins and team huddles to review progress, share updates, and address any challenges or blockers, in consultation with the Head of Member and Supporter Experience. Coach and support Member and Supporter Experience Officers, providing the skills and knowledge to deliver excellent supporter service through tailored training and coaching Support the monitoring of quality and productivity using satisfaction ratings, and performance measures. Take remedying actions, such as further training or support, in consultation with the Head of Member and Supporter Experience. Co-ordinate key business project delivery within Supporter Care, liaising with other teams, coaching the team, and supporting delivery. Supplier and Project Management Manage relationships with key suppliers, including Elovate, our payment processor, and fulfilment centre. Be responsible for briefing them on new projects and setting up procedures. Monitor supplier SLAs and performance measures, ensuring consistently high standards. Manage projects with third-party suppliers to time and budget. Proactively identify new solutions or efficiencies to improve working practices. Operational Oversight Oversee the scheduling and management of team rotas, ensuring adequate coverage for incoming enquiries, including peak periods and project delivery deadlines. Support the induction and onboarding of new team members, ensuring they are equipped with the knowledge and tools to excel in their roles. Act as the first point of contact for incoming requests from other teams and campaign briefings, managing the team's workload and rota. Provide KPIs on request from the Head of Member and Supporter Experience. Deliver KPI, SLA and insight reporting that drives better decision-making. High standard supporter care Support the team daily in answering incoming enquiries as part of the role. Develop and maintain a framework for monitoring the quality of supporter interactions across all touch points and teams through call monitoring, complaints and compliments reporting, surveys, mystery shopping, satisfaction feedback and other performance measures. Where needed, work with relevant managers in other teams to develop solutions. Regularly review the quality of interactions handled by team members (e.g., through spot-checking emails, calls, and case resolutions), offering constructive feedback and suggestions for improvement. Cross-Team Collaboration and Advocacy Work closely with teams across the organisation to build and maintain knowledge bases that can be used by all teams to respond to queries and concerns, and to support teams in ensuring compliance with legal and regulatory requirements. Act as an ambassador for members and supporters across the organisation, sharing insights with colleagues. Maintain strong relationships across the Ramblers, including Ramblers Cymru and Scotland, ensuring the team delivers a high standard of service aligned with organisational priorities. Attend project planning meetings to ensure high-quality supporter care and brief the Supporter Care Team on new projects. Continuous Improvement Monitor performance and implement actions to drive continuous improvement. Recommend process improvements for key systems, such as the inbound enquiry system and CRM, in consultation with stakeholders. Proactively identify training needs for team members based on performance trends, and coordinate tailored training sessions to address gaps. Volunteer and Digital Engagement Manage office volunteers, ensuring they feel valued and supported to carry out their tasks effectively. Input into the development of new digital products (e.g., website and mobile) to enhance membership value and support volunteer-led recruitment and retention efforts. Other Undertake such other duties as may be reasonably required of the post. The person Knowledge, Skills and Experience Essential: Strong interpersonal and supervisory skills, with the ability to provide clear guidance, constructive feedback, and coaching to team members. A high standard of organisational skills with the ability to effectively prioritise and manage own workload. Excellent interpersonal and communication skills, including the ability to write to a high standard. Strong numerical skills and the ability to use and interpret data. Ability to adapt style, tone and content to a relevant audience. Experience delivering excellent supporter or customer care (minimum 2 years') A team player, able to develop collaborative, strong and effective working relationships. Innovative and solutions-focussed with the ability to build knowledge and learn new skills. Experience in working with CRMs (e.g. Salesforce), customer care ticket systems (e.g. Zendesk or Service-cloud) and telephone management systems (e.g. CloudCall). Desirable: Experience supporting and supervising teams in a customer or supporter-focused environment, including managing workloads and maintaining quality standards. Interest in walking and/or being an advocate for the outdoors and natural environment. Experience in managing knowledge, learning and/or training in a supporter or customer facing environment Experience working within or alongside fundraising or membership teams. Experience in providing insight and reporting in a supporter or customer facing environment. Experience in working with volunteers, with an understanding of volunteer motivations and needs Knowledge of relevant regulatory and legal requirements that impact charities. Experience working with third party suppliers. Personal Attributes A team player, develop collaborative, strong and effective working relationships. Empathetic and patient, with a genuine desire to help members and supporters. Positive and professional attitude. Proactive and self-motivated with the ability to work independently. Adaptable and flexible in a fast-paced environment. Strong sense of responsibility and accountability. Committed to the principles of inclusion and enabling everyone to feel welcome in the outdoors. Values and Behaviours Our values are the core principles that guide us daily in our work and our membership of the Ramblers. We all share the passion that walking is for everyone and by living our shared values we can ensure the Ramblers is an organisation to be proud of. Our values will earn trust for the Ramblers brand which will allow us to open up a world of walking opportunities for even more people. Inclusive We make everyone feel welcome and part of the Ramblers community. We make sure we all feel respected and accepted and know our contributions make a difference in achieving our mission. Inspiring We strive to inspire people through the way we act and the things we say. We channel our passion and ambition so others are moved to help us achieve our mission. Empowering We empower and encourage each other to make a positive contribution to our teams and the Ramblers. We do all we can to make sure everyone has the ability, and feels confident, to take action. Responsible We take responsibility for ourselves and those around us seriously, by always acting in a safe and supportive way. We care about the environment and make sure we do what we say we will do.
Jan 16, 2025
Full time
Job Title: Member and Supporter Experience Coordinator Team: Member and Supporter Experience Location: Hybrid (split between home-working and London), 1 day minimum a week in office Salary on appointment: £26,887-£32,000 per annum This role is a full-time role, but we are open to part-time applicants happy to do a job-share. Context and purpose of role At the heart of the Ramblers lies our community of over 100,000 members and supporters, enabling us to fulfil our charitable mission across the length and breadth of Great Britain. This role is pivotal in ensuring the delivery of excellent supporter service, coaching and empowering the Member and Supporter Experience Officers to meet the needs of our supporters. You will play a key role in fostering a positive experience for supporters, managing relationships with third-party suppliers, and driving continuous improvements across processes and systems. As a key point of contact for internal teams, you will traffic-control workloads, ensure smooth project delivery, and act as a champion for supporters across the organisation. Key Responsibilities: Team Leadership and Coaching Provide day-to-day guidance and supervision for Member and Supporter Experience Officers, ensuring workloads are evenly distributed, priorities are clear, and deadlines are met. Lead regular check-ins and team huddles to review progress, share updates, and address any challenges or blockers, in consultation with the Head of Member and Supporter Experience. Coach and support Member and Supporter Experience Officers, providing the skills and knowledge to deliver excellent supporter service through tailored training and coaching Support the monitoring of quality and productivity using satisfaction ratings, and performance measures. Take remedying actions, such as further training or support, in consultation with the Head of Member and Supporter Experience. Co-ordinate key business project delivery within Supporter Care, liaising with other teams, coaching the team, and supporting delivery. Supplier and Project Management Manage relationships with key suppliers, including Elovate, our payment processor, and fulfilment centre. Be responsible for briefing them on new projects and setting up procedures. Monitor supplier SLAs and performance measures, ensuring consistently high standards. Manage projects with third-party suppliers to time and budget. Proactively identify new solutions or efficiencies to improve working practices. Operational Oversight Oversee the scheduling and management of team rotas, ensuring adequate coverage for incoming enquiries, including peak periods and project delivery deadlines. Support the induction and onboarding of new team members, ensuring they are equipped with the knowledge and tools to excel in their roles. Act as the first point of contact for incoming requests from other teams and campaign briefings, managing the team's workload and rota. Provide KPIs on request from the Head of Member and Supporter Experience. Deliver KPI, SLA and insight reporting that drives better decision-making. High standard supporter care Support the team daily in answering incoming enquiries as part of the role. Develop and maintain a framework for monitoring the quality of supporter interactions across all touch points and teams through call monitoring, complaints and compliments reporting, surveys, mystery shopping, satisfaction feedback and other performance measures. Where needed, work with relevant managers in other teams to develop solutions. Regularly review the quality of interactions handled by team members (e.g., through spot-checking emails, calls, and case resolutions), offering constructive feedback and suggestions for improvement. Cross-Team Collaboration and Advocacy Work closely with teams across the organisation to build and maintain knowledge bases that can be used by all teams to respond to queries and concerns, and to support teams in ensuring compliance with legal and regulatory requirements. Act as an ambassador for members and supporters across the organisation, sharing insights with colleagues. Maintain strong relationships across the Ramblers, including Ramblers Cymru and Scotland, ensuring the team delivers a high standard of service aligned with organisational priorities. Attend project planning meetings to ensure high-quality supporter care and brief the Supporter Care Team on new projects. Continuous Improvement Monitor performance and implement actions to drive continuous improvement. Recommend process improvements for key systems, such as the inbound enquiry system and CRM, in consultation with stakeholders. Proactively identify training needs for team members based on performance trends, and coordinate tailored training sessions to address gaps. Volunteer and Digital Engagement Manage office volunteers, ensuring they feel valued and supported to carry out their tasks effectively. Input into the development of new digital products (e.g., website and mobile) to enhance membership value and support volunteer-led recruitment and retention efforts. Other Undertake such other duties as may be reasonably required of the post. The person Knowledge, Skills and Experience Essential: Strong interpersonal and supervisory skills, with the ability to provide clear guidance, constructive feedback, and coaching to team members. A high standard of organisational skills with the ability to effectively prioritise and manage own workload. Excellent interpersonal and communication skills, including the ability to write to a high standard. Strong numerical skills and the ability to use and interpret data. Ability to adapt style, tone and content to a relevant audience. Experience delivering excellent supporter or customer care (minimum 2 years') A team player, able to develop collaborative, strong and effective working relationships. Innovative and solutions-focussed with the ability to build knowledge and learn new skills. Experience in working with CRMs (e.g. Salesforce), customer care ticket systems (e.g. Zendesk or Service-cloud) and telephone management systems (e.g. CloudCall). Desirable: Experience supporting and supervising teams in a customer or supporter-focused environment, including managing workloads and maintaining quality standards. Interest in walking and/or being an advocate for the outdoors and natural environment. Experience in managing knowledge, learning and/or training in a supporter or customer facing environment Experience working within or alongside fundraising or membership teams. Experience in providing insight and reporting in a supporter or customer facing environment. Experience in working with volunteers, with an understanding of volunteer motivations and needs Knowledge of relevant regulatory and legal requirements that impact charities. Experience working with third party suppliers. Personal Attributes A team player, develop collaborative, strong and effective working relationships. Empathetic and patient, with a genuine desire to help members and supporters. Positive and professional attitude. Proactive and self-motivated with the ability to work independently. Adaptable and flexible in a fast-paced environment. Strong sense of responsibility and accountability. Committed to the principles of inclusion and enabling everyone to feel welcome in the outdoors. Values and Behaviours Our values are the core principles that guide us daily in our work and our membership of the Ramblers. We all share the passion that walking is for everyone and by living our shared values we can ensure the Ramblers is an organisation to be proud of. Our values will earn trust for the Ramblers brand which will allow us to open up a world of walking opportunities for even more people. Inclusive We make everyone feel welcome and part of the Ramblers community. We make sure we all feel respected and accepted and know our contributions make a difference in achieving our mission. Inspiring We strive to inspire people through the way we act and the things we say. We channel our passion and ambition so others are moved to help us achieve our mission. Empowering We empower and encourage each other to make a positive contribution to our teams and the Ramblers. We do all we can to make sure everyone has the ability, and feels confident, to take action. Responsible We take responsibility for ourselves and those around us seriously, by always acting in a safe and supportive way. We care about the environment and make sure we do what we say we will do.
Get Staffed Online Recruitment Limited
Bracknell, Berkshire
Senior IT Service Desk Manager Our client provides end to end IT Solutions and Managed IT Services for small to medium-sized businesses. They provide Consultancy, Installation, and IT Support Services. They are looking for a Senior IT Service Desk Manager who will lead a small team of technical specialists who provide office-based telephone support and onsite client installations. Key Responsibilities are: Line management of the Technical Specialists, acting as a point of escalation for the support desk queries. Completing regular reviews of the IT Technical Support Specialists performance. Supporting, appraising, developing and coaching the team. Monitoring trends and analysing data within the team to identify issues, resolve and suggest measures to be put in place for long-term resolution. Instilling rigorous practices within the technical team, ensuring complete and accurate logging of all calls and incidents. Ensuring compliance with ISO: 27001. Delivery of first-class customer service, ensure the customers are updated regularly and that they are satisfied with the resolution of the call prior to closure Escalate any problems, major incidents, issues, or complaints as appropriate and manage and coordinate urgent and complicated support issues Responsibility for process and service improvements. Working closely with the CEO and the Finance team to ensure exceptional customer service and continuously, improve, expand and evolve our business. Building team spirit and motivating team members. The key skills required for this role include: A solid technical background is essential, we will need you to have a good understanding of relevant technologies such as Microsoft Windows, Active Directory, Mac OS, Cloud Services (including MS Azure and M365), Virtualisation, Hosting, Data Networking (including IP addressing & VLAN s), PC s, Desktops, Laptops, Servers, CCTV, VOIP Telephony and Access Control. Experience of leading an IT service delivery team and sound knowledge of problem management and incident management processes. Ideally you will have worked within an MSP environment before and will not be phased by working on different systems. Experience working in a busy IT Support Team environment in a technical customer-facing role with experience of support ticketing systems, providing escalated technical support via telephone, email, remote and desk-side support. Experience of coaching, mentoring and training a Technical Service team. Excellent communication skills (written and verbal) to complement technical proficiency, facilitating effective collaboration and problem-solving. This role is office based working Monday Friday 9am to 5.30pm. Remote weekend support (on a rota basis roughly one weekend a month) will also be a part of your job with additional pay when working weekends. You will also need to be smartly presented and have good communication skills. They are based in Bracknell in a modern office free onsite parking and easy access to the town centre. Applicants will ideally live within 30 minutes commute of our Bracknell office. If you have experience as a Technical Team Lead, Senior IT Service Delivery Manager, Technical Support & Operations Manager, IT Service Desk & Infrastructure Lead, Technical Service Delivery Team Leader or a Senior Technical Support Manager then our client would like to hear from you. Apply today with an up-to-date CV.
Jan 16, 2025
Full time
Senior IT Service Desk Manager Our client provides end to end IT Solutions and Managed IT Services for small to medium-sized businesses. They provide Consultancy, Installation, and IT Support Services. They are looking for a Senior IT Service Desk Manager who will lead a small team of technical specialists who provide office-based telephone support and onsite client installations. Key Responsibilities are: Line management of the Technical Specialists, acting as a point of escalation for the support desk queries. Completing regular reviews of the IT Technical Support Specialists performance. Supporting, appraising, developing and coaching the team. Monitoring trends and analysing data within the team to identify issues, resolve and suggest measures to be put in place for long-term resolution. Instilling rigorous practices within the technical team, ensuring complete and accurate logging of all calls and incidents. Ensuring compliance with ISO: 27001. Delivery of first-class customer service, ensure the customers are updated regularly and that they are satisfied with the resolution of the call prior to closure Escalate any problems, major incidents, issues, or complaints as appropriate and manage and coordinate urgent and complicated support issues Responsibility for process and service improvements. Working closely with the CEO and the Finance team to ensure exceptional customer service and continuously, improve, expand and evolve our business. Building team spirit and motivating team members. The key skills required for this role include: A solid technical background is essential, we will need you to have a good understanding of relevant technologies such as Microsoft Windows, Active Directory, Mac OS, Cloud Services (including MS Azure and M365), Virtualisation, Hosting, Data Networking (including IP addressing & VLAN s), PC s, Desktops, Laptops, Servers, CCTV, VOIP Telephony and Access Control. Experience of leading an IT service delivery team and sound knowledge of problem management and incident management processes. Ideally you will have worked within an MSP environment before and will not be phased by working on different systems. Experience working in a busy IT Support Team environment in a technical customer-facing role with experience of support ticketing systems, providing escalated technical support via telephone, email, remote and desk-side support. Experience of coaching, mentoring and training a Technical Service team. Excellent communication skills (written and verbal) to complement technical proficiency, facilitating effective collaboration and problem-solving. This role is office based working Monday Friday 9am to 5.30pm. Remote weekend support (on a rota basis roughly one weekend a month) will also be a part of your job with additional pay when working weekends. You will also need to be smartly presented and have good communication skills. They are based in Bracknell in a modern office free onsite parking and easy access to the town centre. Applicants will ideally live within 30 minutes commute of our Bracknell office. If you have experience as a Technical Team Lead, Senior IT Service Delivery Manager, Technical Support & Operations Manager, IT Service Desk & Infrastructure Lead, Technical Service Delivery Team Leader or a Senior Technical Support Manager then our client would like to hear from you. Apply today with an up-to-date CV.
Are you a proactive leader who excels in managing a team to deliver the the highest standards of service? We're looking for a Holidays Assistant Manager who can help to make sure that everyone has their best possible holiday with the National Trust. What it's like to work here The south-east Devon holidays portfolio is made up of 11 diverse holiday cottages, ranging from our 2-sleep bolthole at Parke, to our 10-sleep historic manor house at Shute Barton. As a team, we are passionate about our places and our guests and everything we do reflects this passion. This will be a varied role, offering the successful candidate a unique opportunity to use their skills in truly unique places. What you'll be doing Your focus will be on delivering a great experience to everyone who chooses to stay in a Trust place. You want them all to have a very happy holiday. You'll be answering their questions, following our usual procedures, and working with the local Trust teams as well as Contact Centre staff to make sure we're being consistent and keeping standards high everywhere. Your time will be predominantly spent in cottages, some of which may be remote, supporting and motivating the operational team. In addition, there will be desk time for admin duties which will require attention to detail. Saturday cover on a rota basis (approximately 1 each fortnight) is a requirement of the role. You'll keep the wider team on track with compliance requirements. You'll be the first point of contact for the caretakers. You'll supervise and lead them through training, coaching and development. You'll be co-ordinating rotas with bookings, organising changeovers and service cleans, and efficiently managing stock control, buying and stores. You'll help to recruit new staff, providing clear induction and training. You'll help to respond to incidents, and do all that's needed to keep everyone safe. You'll also tackle unplanned tasks as they arise, to help keep standards high and people happy. You can view the full role profile for this role in the document attached. You don't need to have all of the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what's possible in this role. Who we're looking for We'd love to hear from you if you're: someone with practical operational experience in a holiday business good at talking to, and getting on with, all kinds of people used to achieving high standards of housekeeping, presentation and maintenance able to supervise and support others in your team confident with Microsoft Office familiar with health and safety procedures and compliance, and writing risk assessments The package The National Trust has the motto 'For everyone, for ever' at its heart. We're working hard to create an inclusive culture, where everyone feels they belong. It's important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we're for everyone, we want everyone to be welcome in our teams too. Substantial pension scheme of up to 10% basic salary Free entry to National Trust places for you, a guest and your children (under 18) Rental deposit loan scheme Season ticket loan EV car lease scheme Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria. Flexible working whenever possible Employee assistance programme Free parking at most Trust places
Jan 16, 2025
Full time
Are you a proactive leader who excels in managing a team to deliver the the highest standards of service? We're looking for a Holidays Assistant Manager who can help to make sure that everyone has their best possible holiday with the National Trust. What it's like to work here The south-east Devon holidays portfolio is made up of 11 diverse holiday cottages, ranging from our 2-sleep bolthole at Parke, to our 10-sleep historic manor house at Shute Barton. As a team, we are passionate about our places and our guests and everything we do reflects this passion. This will be a varied role, offering the successful candidate a unique opportunity to use their skills in truly unique places. What you'll be doing Your focus will be on delivering a great experience to everyone who chooses to stay in a Trust place. You want them all to have a very happy holiday. You'll be answering their questions, following our usual procedures, and working with the local Trust teams as well as Contact Centre staff to make sure we're being consistent and keeping standards high everywhere. Your time will be predominantly spent in cottages, some of which may be remote, supporting and motivating the operational team. In addition, there will be desk time for admin duties which will require attention to detail. Saturday cover on a rota basis (approximately 1 each fortnight) is a requirement of the role. You'll keep the wider team on track with compliance requirements. You'll be the first point of contact for the caretakers. You'll supervise and lead them through training, coaching and development. You'll be co-ordinating rotas with bookings, organising changeovers and service cleans, and efficiently managing stock control, buying and stores. You'll help to recruit new staff, providing clear induction and training. You'll help to respond to incidents, and do all that's needed to keep everyone safe. You'll also tackle unplanned tasks as they arise, to help keep standards high and people happy. You can view the full role profile for this role in the document attached. You don't need to have all of the knowledge, skills and experience listed in the role profile; this is just to provide a full picture of what's possible in this role. Who we're looking for We'd love to hear from you if you're: someone with practical operational experience in a holiday business good at talking to, and getting on with, all kinds of people used to achieving high standards of housekeeping, presentation and maintenance able to supervise and support others in your team confident with Microsoft Office familiar with health and safety procedures and compliance, and writing risk assessments The package The National Trust has the motto 'For everyone, for ever' at its heart. We're working hard to create an inclusive culture, where everyone feels they belong. It's important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we're for everyone, we want everyone to be welcome in our teams too. Substantial pension scheme of up to 10% basic salary Free entry to National Trust places for you, a guest and your children (under 18) Rental deposit loan scheme Season ticket loan EV car lease scheme Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria. Flexible working whenever possible Employee assistance programme Free parking at most Trust places
Are you all about putting people first and giving them the highest standards of service? We're looking for a Holidays Assistant Manager who can help to make sure that everyone has their best possible holiday with the National Trust. Ai eich prif flaenoriaeth yw rhoi pobl yn gyntaf a rhoi gwasanaeth o'r safon uchaf iddynt? Rydym yn chwilio am Reolwr Cynorthwyol Gweithrediadau Gwyliau a all helpu i sicrhau bod pawb yn cael y gwyliau gorau posib gyda'r Ymddiriedolaeth Genedlaethol. What it's like to work here Reporting to the Holidays Manager, you'll work in a large team working with Holidays Team Leaders & managing Holidays Operations Assistants helping look after our 19 wonderful cottages. The region you will be working in covers the NT estate area of Gower, Monmouth, Dinefwr, Llanachereon & Hafod. Training will be given & there are development opportunities working within the NT Holidays team. To find out more about what it's like to work within "Holidays" at the National Trust, click here to watch our video. Yn atebol i'r Rheolwr Gwyliau, byddwch yn gweithio mewn tîm mawr yn gweithio gydag Arweinyddion Tîm Gwyliau ac yn rheoli Cynorthwywyr Gweithrediadau Gwyliau, gan helpu i ofalu am ein 19 o fythynnod bendigedig. Mae'r ardal y byddwch yn gweithio ynddi yn cynnwys ardal ystâd Ymddiriedolaeth Genedlaethol Gŵyr, Trefynwy, Dinefwr, Llanerchaeron a'r Hafod. Rhoddir hyfforddiant ac mae cyfleoedd i ddatblygu wrth weithio o fewn tîm Gwyliau yr Ymddiriedolaeth Genedlaethol. I ddysgu mwy am sut beth yw gweithio yn nhîm 'Gwyliau' yr Ymddiriedolaeth, cliciwch yma i wylio ein fideo. Please see the full Welsh advert attached. What you'll be doing Your focus will be on giving great service to everyone who chooses to stay in a Trust place. You want them all to have a very happy holiday. You'll be answering their questions, following our usual procedures, and working with the local Trust teams as well as Contact Centre staff to make sure we're being consistent and keeping standards high everywhere. Sometimes you'll be working a desk, and sometimes out and about visiting holiday cottages and other sites, some of which may be remote. There will be occasional weekend work. You'll keep the wider team on track with compliance requirements. You'll be the first point of contact for the caretakers. You'll supervise and lead them through training, coaching and development. You'll be co-ordinating rotas with bookings, organising changeovers and service cleans, and efficiently managing stock control, buying and stores. You'll help to recruit new staff, providing clear induction and training. You'll help to respond to incidents, and do all that's needed to keep everyone safe. You'll also tackle unplanned tasks as they arise, to help keep standards high and people happy. Who we're looking for We'd love to hear from you if you're: someone with practical operational experience in a holiday business good at talking to, and getting on with, all kinds of people used to achieving high standards of housekeeping, presentation and maintenance able to supervise and support others in your team confident with Microsoft Office familiar with health and safety procedures and compliance, and writing risk assessments The package The National Trust has the motto 'For everyone, for ever' at its heart. We're working hard to create an inclusive culture, where everyone feels they belong. It's important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we're for everyone, we want everyone to be welcome in our teams too. Substantial pension scheme of up to 10% basic salary Free entry to National Trust places for you, a guest and your children (under 18) Rental deposit loan scheme Season ticket loan EV car lease scheme Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria. Flexible working whenever possible Employee assistance programme Free parking at most Trust places
Jan 16, 2025
Full time
Are you all about putting people first and giving them the highest standards of service? We're looking for a Holidays Assistant Manager who can help to make sure that everyone has their best possible holiday with the National Trust. Ai eich prif flaenoriaeth yw rhoi pobl yn gyntaf a rhoi gwasanaeth o'r safon uchaf iddynt? Rydym yn chwilio am Reolwr Cynorthwyol Gweithrediadau Gwyliau a all helpu i sicrhau bod pawb yn cael y gwyliau gorau posib gyda'r Ymddiriedolaeth Genedlaethol. What it's like to work here Reporting to the Holidays Manager, you'll work in a large team working with Holidays Team Leaders & managing Holidays Operations Assistants helping look after our 19 wonderful cottages. The region you will be working in covers the NT estate area of Gower, Monmouth, Dinefwr, Llanachereon & Hafod. Training will be given & there are development opportunities working within the NT Holidays team. To find out more about what it's like to work within "Holidays" at the National Trust, click here to watch our video. Yn atebol i'r Rheolwr Gwyliau, byddwch yn gweithio mewn tîm mawr yn gweithio gydag Arweinyddion Tîm Gwyliau ac yn rheoli Cynorthwywyr Gweithrediadau Gwyliau, gan helpu i ofalu am ein 19 o fythynnod bendigedig. Mae'r ardal y byddwch yn gweithio ynddi yn cynnwys ardal ystâd Ymddiriedolaeth Genedlaethol Gŵyr, Trefynwy, Dinefwr, Llanerchaeron a'r Hafod. Rhoddir hyfforddiant ac mae cyfleoedd i ddatblygu wrth weithio o fewn tîm Gwyliau yr Ymddiriedolaeth Genedlaethol. I ddysgu mwy am sut beth yw gweithio yn nhîm 'Gwyliau' yr Ymddiriedolaeth, cliciwch yma i wylio ein fideo. Please see the full Welsh advert attached. What you'll be doing Your focus will be on giving great service to everyone who chooses to stay in a Trust place. You want them all to have a very happy holiday. You'll be answering their questions, following our usual procedures, and working with the local Trust teams as well as Contact Centre staff to make sure we're being consistent and keeping standards high everywhere. Sometimes you'll be working a desk, and sometimes out and about visiting holiday cottages and other sites, some of which may be remote. There will be occasional weekend work. You'll keep the wider team on track with compliance requirements. You'll be the first point of contact for the caretakers. You'll supervise and lead them through training, coaching and development. You'll be co-ordinating rotas with bookings, organising changeovers and service cleans, and efficiently managing stock control, buying and stores. You'll help to recruit new staff, providing clear induction and training. You'll help to respond to incidents, and do all that's needed to keep everyone safe. You'll also tackle unplanned tasks as they arise, to help keep standards high and people happy. Who we're looking for We'd love to hear from you if you're: someone with practical operational experience in a holiday business good at talking to, and getting on with, all kinds of people used to achieving high standards of housekeeping, presentation and maintenance able to supervise and support others in your team confident with Microsoft Office familiar with health and safety procedures and compliance, and writing risk assessments The package The National Trust has the motto 'For everyone, for ever' at its heart. We're working hard to create an inclusive culture, where everyone feels they belong. It's important that our people reflect and represent the diversity of the communities and audiences we serve. We welcome and value difference, so when we say we're for everyone, we want everyone to be welcome in our teams too. Substantial pension scheme of up to 10% basic salary Free entry to National Trust places for you, a guest and your children (under 18) Rental deposit loan scheme Season ticket loan EV car lease scheme Perks at work discounts such as gym memberships, shopping discount codes, cinema discounts Holiday allowance up to 32 days relating to length of service, plus holiday purchase scheme, subject to meeting minimum criteria. Flexible working whenever possible Employee assistance programme Free parking at most Trust places
Associate Vice President, Service Desk Manager Apply locations London, UK time type Full time posted on Posted 8 Days Ago job requisition id R5879 Over the last 20 years, Ares' success has been driven by our people and our culture. Today, our team is guided by our core values - Collaborative, Responsible, Entrepreneurial, Self-Aware, Trustworthy - and our purpose to be a catalyst for shared prosperity and a better future. Through our recruitment, career development and employee-focused programming, we are committed to fostering a welcoming and inclusive work environment where high-performance talent of diverse backgrounds, experiences, and perspectives can build careers within this exciting and growing industry. Job Description Summary: Ares Management is currently seeking a Service Desk Manager to join the End User Support team within the Technology & Information Security organization. The IT team consists of over 200 team members globally and is responsible for the firm's technology landscape. The Service Desk team within IT supports all Ares employees, including those in other locations, remotely as needed. The group is responsible for providing excellent client service while serving as points of contact for end users in troubleshooting requests, promptly responding to questions, and resolving Technology-related issues. They are also responsible for aligning themselves with the relevant business units and departments and proactively strategizing business needs as it pertains to Technology requirements. Service Desk management is responsible for overseeing the Service Desk support team in their respective locations (London and all other locations within EMEA) by supporting them in their daily tasks of responding to and resolving incidents and/or request tickets. The primary focus of this role is to monitor productivity, manage projects, delegate tasks, provide guidance, handle escalations and create a work environment that is professional, collaborative and enjoyable so service level goals can be achieved. Though the primary responsibility is management, there will be occasions where some hands-on technical work is required. Primary Functions & Essential Responsibilities: Day to day management of Service Desk Analysts, Senior Analysts, consultants Oversee the daily operation of Service Desk functions that include first level phone, email and walk-in support, logging of incidents and requests in the service management system, etc. Ensure the highest level of service delivery for all clients within the firm Accountable for providing leadership, direction, career path opportunities, mentorship and coaching to Service Desk team Ensure that individual and team responsibilities are performed in a timely, consistent, and responsive manner Verify the quality, accuracy and timeliness of responses and actions taken by the Service Desk team Engage business stakeholders to ensure service levels exceed expectations Partner with colleagues to develop metrics / OLA's / KPI's to drive operational efficiencies Prioritize workloads and balance conflicting demands, provide delegation on tasks and manage escalations as appropriate Provide guidance and advice on specific tasks and requests Manage weekly staff meetings Provide ongoing performance feedback to team members and monitor trends in individual and team performance Identify training requirements for team and train all team members as part of the onboarding process, and all existing team members on new processes or requirements Identify issues and make recommendations that will improve processes and procedures Assist in strategic initiatives through brainstorming and implementation, etc. Manage vendor accounts and relationships Manage special projects as assigned Partner with management to help refine the overall service strategy for the firm Own the front-line support experience for the EMEA Region Education: BS/BA in Computer Science, Business Administration or equivalent experience Certifications Desired may include: HDI Certifications ITIL/ITSM Foundation Certification Six Sigma Green belt (min) Certifications Microsoft Certifications CompTia Certifications (A+/Sec+/Net+) Experience Required: Experience in the financial services sector and/or alternate asset management experience preferred A minimum of 8 years of relevant experience with at least 3 years in a leadership role Proven people leader - hiring, developing, and fostering talent; building high-performing teams; driving change across scaled and global teams Experience leading staff in a Service Desk operation Experience with ITIL based ticket tracking systems such as ServiceNow and automatic call distribution systems Demonstrates commitment to providing Quality Customer Experience (QCE) Talent for creatively utilizing technology, people and processes to solve unique business problems in a cost-effective manner. Exceptional critical thinker and strong business judgment Ability to design and document processes Intermediate Excel skills; familiarity with formulas and pivot tables Track record of strong performance General Requirements: Ability to manage challenging workflow in a fast-paced, dynamic organization, managing multiple assignments in a deadline driven environment Experience managing internal and external stakeholders and leading project prioritization discussions to drive roadmap Strong management skills, including proven experience of managing and/or collaborating with teams in remote locations to ensure efficiency, effectiveness, and high level of supervisory oversight Ability to extract meaningful information from extensive research and analysis to effectively present facts and findings in a digestible format, a keen eye for attention to detail Strong sense of ownership and accountability Organizational skills, demonstrated ability to manage competing priorities and lead large scale projects to completion Ability to multi-task and prioritize deadlines; result oriented Change agent / leader, self-motivated, self-starter High accuracy and detail orientation Excellent communication (written, verbal, presentation, documentation) and client service skills; capability of interacting with key stakeholders to direct prioritization of program related activity Experience and ability to proactively and continuously identify and analyze problem situations to develop an effective and improve course of action for resolution Ability to work independently within a fast-paced environment with a hands-on approach Ability to be flexible in terms of hours in order to coordinate with team members across time zones Comfort in dealing with ambiguity and uncertainty in a dynamic environment Dependable, great attitude, highly motivated and a team player Reporting Relationships: Vice President, Service Desk There is no set deadline to apply for this job opportunity. Applications will be accepted on an ongoing basis until the search is no longer active.
Jan 16, 2025
Full time
Associate Vice President, Service Desk Manager Apply locations London, UK time type Full time posted on Posted 8 Days Ago job requisition id R5879 Over the last 20 years, Ares' success has been driven by our people and our culture. Today, our team is guided by our core values - Collaborative, Responsible, Entrepreneurial, Self-Aware, Trustworthy - and our purpose to be a catalyst for shared prosperity and a better future. Through our recruitment, career development and employee-focused programming, we are committed to fostering a welcoming and inclusive work environment where high-performance talent of diverse backgrounds, experiences, and perspectives can build careers within this exciting and growing industry. Job Description Summary: Ares Management is currently seeking a Service Desk Manager to join the End User Support team within the Technology & Information Security organization. The IT team consists of over 200 team members globally and is responsible for the firm's technology landscape. The Service Desk team within IT supports all Ares employees, including those in other locations, remotely as needed. The group is responsible for providing excellent client service while serving as points of contact for end users in troubleshooting requests, promptly responding to questions, and resolving Technology-related issues. They are also responsible for aligning themselves with the relevant business units and departments and proactively strategizing business needs as it pertains to Technology requirements. Service Desk management is responsible for overseeing the Service Desk support team in their respective locations (London and all other locations within EMEA) by supporting them in their daily tasks of responding to and resolving incidents and/or request tickets. The primary focus of this role is to monitor productivity, manage projects, delegate tasks, provide guidance, handle escalations and create a work environment that is professional, collaborative and enjoyable so service level goals can be achieved. Though the primary responsibility is management, there will be occasions where some hands-on technical work is required. Primary Functions & Essential Responsibilities: Day to day management of Service Desk Analysts, Senior Analysts, consultants Oversee the daily operation of Service Desk functions that include first level phone, email and walk-in support, logging of incidents and requests in the service management system, etc. Ensure the highest level of service delivery for all clients within the firm Accountable for providing leadership, direction, career path opportunities, mentorship and coaching to Service Desk team Ensure that individual and team responsibilities are performed in a timely, consistent, and responsive manner Verify the quality, accuracy and timeliness of responses and actions taken by the Service Desk team Engage business stakeholders to ensure service levels exceed expectations Partner with colleagues to develop metrics / OLA's / KPI's to drive operational efficiencies Prioritize workloads and balance conflicting demands, provide delegation on tasks and manage escalations as appropriate Provide guidance and advice on specific tasks and requests Manage weekly staff meetings Provide ongoing performance feedback to team members and monitor trends in individual and team performance Identify training requirements for team and train all team members as part of the onboarding process, and all existing team members on new processes or requirements Identify issues and make recommendations that will improve processes and procedures Assist in strategic initiatives through brainstorming and implementation, etc. Manage vendor accounts and relationships Manage special projects as assigned Partner with management to help refine the overall service strategy for the firm Own the front-line support experience for the EMEA Region Education: BS/BA in Computer Science, Business Administration or equivalent experience Certifications Desired may include: HDI Certifications ITIL/ITSM Foundation Certification Six Sigma Green belt (min) Certifications Microsoft Certifications CompTia Certifications (A+/Sec+/Net+) Experience Required: Experience in the financial services sector and/or alternate asset management experience preferred A minimum of 8 years of relevant experience with at least 3 years in a leadership role Proven people leader - hiring, developing, and fostering talent; building high-performing teams; driving change across scaled and global teams Experience leading staff in a Service Desk operation Experience with ITIL based ticket tracking systems such as ServiceNow and automatic call distribution systems Demonstrates commitment to providing Quality Customer Experience (QCE) Talent for creatively utilizing technology, people and processes to solve unique business problems in a cost-effective manner. Exceptional critical thinker and strong business judgment Ability to design and document processes Intermediate Excel skills; familiarity with formulas and pivot tables Track record of strong performance General Requirements: Ability to manage challenging workflow in a fast-paced, dynamic organization, managing multiple assignments in a deadline driven environment Experience managing internal and external stakeholders and leading project prioritization discussions to drive roadmap Strong management skills, including proven experience of managing and/or collaborating with teams in remote locations to ensure efficiency, effectiveness, and high level of supervisory oversight Ability to extract meaningful information from extensive research and analysis to effectively present facts and findings in a digestible format, a keen eye for attention to detail Strong sense of ownership and accountability Organizational skills, demonstrated ability to manage competing priorities and lead large scale projects to completion Ability to multi-task and prioritize deadlines; result oriented Change agent / leader, self-motivated, self-starter High accuracy and detail orientation Excellent communication (written, verbal, presentation, documentation) and client service skills; capability of interacting with key stakeholders to direct prioritization of program related activity Experience and ability to proactively and continuously identify and analyze problem situations to develop an effective and improve course of action for resolution Ability to work independently within a fast-paced environment with a hands-on approach Ability to be flexible in terms of hours in order to coordinate with team members across time zones Comfort in dealing with ambiguity and uncertainty in a dynamic environment Dependable, great attitude, highly motivated and a team player Reporting Relationships: Vice President, Service Desk There is no set deadline to apply for this job opportunity. Applications will be accepted on an ongoing basis until the search is no longer active.
Working Hours: This role is available on a part-time, job-share and full-time basis Salary: Competitive, plus car and allowances Location: UK Wide Zurich Resilience Solutions (ZRS) have opportunities for experienced Property Risk Engineers to join our diverse, enthusiastic and thought leading team. This is a highly rewarding client facing role working with our larger corporate and international customers to provide a tailored and solutions focused approach to their risk engineering programmes. The opportunity: The role is home based but successful candidates will need to travel to customer sites across the UK as well as occasional overseas travel. Working with Zurich Resilience Solutions as part of the wider Zurich Insurance group will allow you to further develop your career in a diverse and inclusive environment presenting a wide range of development opportunities both locally and globally. Zurich Resilience Solutions is pivotal to supporting our customers and internal stakeholders with market leading risk management solutions. We are looking for candidates who have experience in account engineering who have an ambitious nature, put customers first, act responsively in a team environment and demonstrate an appetite for excellence. Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise that sometimes those people aren't available full-time. Please talk to us at interview about the flexibility you may need. What will you be doing? Develop and implement customer service strategies that reduce loss, address risk improvement actions and are aligned to customer operations to deliver maximum impact. Undertake desktop and on-site assessments in-line with internal technical guidelines. Work with your Risk Engineering Assistant to generate stewardship reports, benchmarking and conduct customer service review meetings. Proactively manage the progress and completion of risk improvement actions across assigned accounts. Be proficient with the Zurich Resilience Solutions proposition and collaborate with business development leaders to support our customers in meeting their risk management goals while mitigating loss exposure. Contribute to thought leadership and technical insight delivered to customers, business partners and colleagues through events, articles and publications. Delivering complex risk engineering programmes in line with internal and external service level agreements including collaborating with the global network and contractors when required. What are we looking for? Previous experience in property loss prevention, including Business Interruption, Fire Protection and Natural Hazards. Expertise in managing customer accounts and building stakeholder relationships to deliver against commercial and risk management objectives and goals. Good knowledge of BS EN 12845, NFPA codes and FM data sheets. Excellent presentation and customer relationship skills and experienced at influencing and negotiation. Committed to self-development and supporting the development of others. Degree in Engineering (or equivalent) desirable. As an inclusive employer we want to ensure that all candidates feel comfortable and are able to perform at their best during the interview. You'll have the opportunity to let us know of any reasonable adjustment or practical support needed when you apply. Who we are: At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we're creating a brighter future for our customers, our people and our planet. With over 55,000 employees in more than 170 countries, you'll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry. We've made a promise to each other and every employee; to focus on sustainable impact, to care about each other's wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future. If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you. Be part of something great. Our Culture: At Zurich, our sense of community is strong and we're particularly passionate about diversity and inclusion, which we've won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs or culture. We want our employees to reflect the diversity of our customers, and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability or any other protected characteristic. We've an environment that places a real importance on our people's wellbeing from a physical, mental, social and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We're also committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities. We're passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we've awarded grants and volunteered time to deserving causes in the UK valued at over £90 million. So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us. The financials: 12% defined non-contributory pension scheme. Annual company bonus. Income Protection. Life cover - four times your salary. Time away: 25 days holiday a year plus bank holidays. You can also request to swap UK bank holidays for days off that have cultural or religious significance to you. The option to buy up to an additional 20 days or sell some of your holiday. Three days paid volunteering. Up to 16 weeks' full pay for maternity, paternity and adoption leave. Your health is important to us: Access to Private medical insurance. Virtual GP appointments. Discounted gym membership. Free flu jab. Access to a wealth of support from our wellbeing partners. We're making a difference: Creating a brighter, more sustainable future underpins all that we do here in Zurich. We were the first insurer to sign the 'UN Business Ambition for 1.5 C' pledge. Our charitable arm, Zurich Community Trust, has awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.
Jan 16, 2025
Full time
Working Hours: This role is available on a part-time, job-share and full-time basis Salary: Competitive, plus car and allowances Location: UK Wide Zurich Resilience Solutions (ZRS) have opportunities for experienced Property Risk Engineers to join our diverse, enthusiastic and thought leading team. This is a highly rewarding client facing role working with our larger corporate and international customers to provide a tailored and solutions focused approach to their risk engineering programmes. The opportunity: The role is home based but successful candidates will need to travel to customer sites across the UK as well as occasional overseas travel. Working with Zurich Resilience Solutions as part of the wider Zurich Insurance group will allow you to further develop your career in a diverse and inclusive environment presenting a wide range of development opportunities both locally and globally. Zurich Resilience Solutions is pivotal to supporting our customers and internal stakeholders with market leading risk management solutions. We are looking for candidates who have experience in account engineering who have an ambitious nature, put customers first, act responsively in a team environment and demonstrate an appetite for excellence. Many of our employees work flexibly in a variety of different ways, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise that sometimes those people aren't available full-time. Please talk to us at interview about the flexibility you may need. What will you be doing? Develop and implement customer service strategies that reduce loss, address risk improvement actions and are aligned to customer operations to deliver maximum impact. Undertake desktop and on-site assessments in-line with internal technical guidelines. Work with your Risk Engineering Assistant to generate stewardship reports, benchmarking and conduct customer service review meetings. Proactively manage the progress and completion of risk improvement actions across assigned accounts. Be proficient with the Zurich Resilience Solutions proposition and collaborate with business development leaders to support our customers in meeting their risk management goals while mitigating loss exposure. Contribute to thought leadership and technical insight delivered to customers, business partners and colleagues through events, articles and publications. Delivering complex risk engineering programmes in line with internal and external service level agreements including collaborating with the global network and contractors when required. What are we looking for? Previous experience in property loss prevention, including Business Interruption, Fire Protection and Natural Hazards. Expertise in managing customer accounts and building stakeholder relationships to deliver against commercial and risk management objectives and goals. Good knowledge of BS EN 12845, NFPA codes and FM data sheets. Excellent presentation and customer relationship skills and experienced at influencing and negotiation. Committed to self-development and supporting the development of others. Degree in Engineering (or equivalent) desirable. As an inclusive employer we want to ensure that all candidates feel comfortable and are able to perform at their best during the interview. You'll have the opportunity to let us know of any reasonable adjustment or practical support needed when you apply. Who we are: At Zurich we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we're creating a brighter future for our customers, our people and our planet. With over 55,000 employees in more than 170 countries, you'll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry. We've made a promise to each other and every employee; to focus on sustainable impact, to care about each other's wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future. If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you. Be part of something great. Our Culture: At Zurich, our sense of community is strong and we're particularly passionate about diversity and inclusion, which we've won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs or culture. We want our employees to reflect the diversity of our customers, and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability or any other protected characteristic. We've an environment that places a real importance on our people's wellbeing from a physical, mental, social and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We're also committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities. We're passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we've awarded grants and volunteered time to deserving causes in the UK valued at over £90 million. So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us. The financials: 12% defined non-contributory pension scheme. Annual company bonus. Income Protection. Life cover - four times your salary. Time away: 25 days holiday a year plus bank holidays. You can also request to swap UK bank holidays for days off that have cultural or religious significance to you. The option to buy up to an additional 20 days or sell some of your holiday. Three days paid volunteering. Up to 16 weeks' full pay for maternity, paternity and adoption leave. Your health is important to us: Access to Private medical insurance. Virtual GP appointments. Discounted gym membership. Free flu jab. Access to a wealth of support from our wellbeing partners. We're making a difference: Creating a brighter, more sustainable future underpins all that we do here in Zurich. We were the first insurer to sign the 'UN Business Ambition for 1.5 C' pledge. Our charitable arm, Zurich Community Trust, has awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.
Head of IT and Security, Technology and Infrastructure 13 December 2024 LOCATION: Hybrid London, UK Please note, where PRI has an office there is an expectation to work a minimum of 2 days per week About the PRI The PRI is the world's leading proponent of responsible investment. It works to understand the investment implications of environmental, social and governance (ESG) factors and to support its international network of investor signatories in incorporating these factors into their investment and ownership decisions. The PRI's three distinct capabilities relate to the core elements of the PRI's approach to achieving a sustainable financial system. Translate RI (Responsible Investment) thought leadership into insights and practical support that is tailored to what signatories need to progress their RI practice Convene our vast network to create opportunities for collaborative action Harness our global scale to influence policymakers and regulators to effect system change Job Description The Head of IT and Security will be responsible for providing leadership of the IT infrastructure strategy and maturity to the IT operations, bringing your technical experience and expertise to help us build and deliver new capabilities within the infrastructure and security domain. You will be hands on as well as capable of managing technology projects and change management to improve the business process and IT systems. You will be working closely with the wider technology team, stakeholders across all business areas and our suppliers to ensure successful delivery for our internal users and external customers (our members, PRI signatories, and our Academy customers). The Head will report into and work closely with the Director of Technology and Infrastructure to embed the leadership in business partnering, people development, continuous improvement culture, and ideally with experience working for global organisation. Core Responsibilities Team management: Manage a team of IT support and security team to provide high quality support to the business users and signatories Manage staff development and performance to achieve balanced business knowledge through business partnering and participation of knowledge sharing sessions. Champion continuous process improvement culture, embedding best practices and ways of working across the organisation. Drive efficiency through the automation of common/frequent internal processes. Ensure all work is completed within budget and aligned with business planning, while managing costs efficiently to maximize savings. Contribute to the ongoing evolution of the technology operating model and its delivery, including team's business plan and budget. Support the Director of Technology and Infrastructure in set the vision, purpose and culture of the Technology team. Provide regular reporting to the Director of Technology and Infrastructure and Chief of Operations Officer as required. IT infrastructure & operations: Oversee IT Helpdesk and ensure SLAs are in place and tickets managed efficiently. Manage the team to provide effective technical support to the wider business, business with signatories' issues and problem management as required Manage end-user hardware provisioning, updates, security, connectivity and configuration, and ensuring systems administration and maintenance are delivered to expectations (e.g. patching of servers, backup.) Provide 1 st and 2 nd line business applications support as required, e.g. Salesforce, Sage, Data Portal, Reporting Assessment, Collaboration Platform, Academy Learning System Manage resolution of technical problems escalated by the service desk as they arise with the extended technology team or via 3rd party support contracts. Management of 3rd party infrastructure partners ensuring services meet PRI needs in a cost effective manner. Manage the team to provide extended out of office hours support for critical or exceptional situation. Lead on responding to major technical incidents e.g. system outage, service disruption, cybersecurity, data breach, etc. In collaboration with the IT Leadership team, develop a Major Incident Management process, communications and mitigation plans. Act as the main IT lead for BCP and DRP, supporting the team and work closely with the Business Continuity Incident Team until services are back into full operational mode. Projects: Provide technical expertise to the IT team and to business projects to ensure solutions are aligned to our technology roadmap and are secure, supportable and scalable. Manage infrastructure projects and enhancements (e.g. server upgrades, network enhancements, migration to Azure.) Manage other internal IT projects as needed (e.g. technology modernisation, security, operational resilience, ISO/IEC 27001 programme of work). Develop the IT service model, catalogue and the end-to-end ticketing process that enables effective triage resolution e.g. Reporting team, Signatory Experience team Develop the roadmap for end user computing and new ways of working (e.g. productivity enhancements, cooperative collaboration, enhanced ways to communicate) Develop the Infrastructure architecture roadmap that aligns with the Technology and Digital transformation programme with a focus on resilience, scalability and new ways of working. Security and compliance: Support the roadmap for Cybersecurity to update our systems and services to be best in class for passive and active protection, including firewalls, antivirus, threat monitoring, spam/phishing Develop and implement Information Technology and Security policies, procedures, and protocols to ensure company's IP are secured, and kept up-to-date Identify risks to systems and the IT infrastructure, creating mitigations and ensuring these are communicated and understood. Manage the development and implementation of the security strategies to achieve the targeted technology resilient and compliancy Ensure regular penetration testing occurs to maintain the security of our data and in support of obtaining and maintaining standards such as ISO/IEC 27001. Ensure that all business and signatory-facing applications, as well as the overall IT environment, adhere to regulatory requirements, industry standards, and best practices related to data security and privacy. Person Specification Criteria Leadership Skills (including role-modelling positive behaviours, being genuine and vulnerable, driving change and making things happen) and the ability to think strategically and systemically and act for the long-term benefit of the organisation. Well-developed people management skills (including providing feedback & challenge, coaching, and developing individuals) and the experience to build and lead high performing hybrid teams. Strong working experience in IT Operations, infrastructure and security domain such as: Office365, Exchange Online, Intune, Azure Cloud, Azure AD, Windows Server, SQL Technical and security policies, configurations, access management Network security, networking, firewalls, DHCP, VLAN, VPN, Cisco Meraki, Wi-Fi PaaS / IaaS / SaaS / cloud Atlassian Jira, Asana (desirable) Strong working experience in IT and business projects delivery Demonstrable working experience in Crisis Management related to information and cyber-attack, phishing, data breach incidents, including participation in BCP and/or DRP exercise. Experience in developing IT policies and controls, IT and Data Governance, GDPR, SCO2 (desirable) Experience in managing cybersecurity and operational resilience domain, ability to develop risk mitigation plan and onboarding new technologies, services and applications Experience in security applications and tools (SIEM products), sound knowledge of security frameworks e.g. NIST, CIS controls, ISO/IEC 27001, Cyber Assessment Framework (desirable) Experience with managing suppliers and 3 rd party providers to ensure contractual commitments are met, including negotiating the scope of work, development, enhancement, upgrades. Experience in managing application solutions hosted both on traditional infrastructure and in the cloud is preferable and experience migrating products and services to the cloud is desirable. Excellent communication skills, confidently present and influence senior management to facilitate effective decision making. Excellent networking, relationship management and interpersonal skills and experience of building strong and productive relationships at all levels Very good programme management skills, with experience in delivering complex projects successfully, including directing others that may not be your direct reports. Experience at implementing and working in DevOps is an advantage. In-depth understanding of cloud-native architectures (ideally Azure), microservices, and API's, is highly desirable. Ability to work with minimal supervision, managing work prioritisation with competing priorities and handling conflicts and/or difficult discussion. Ability to embrace and adapt changes, working with limited information and ambiguity in an ecosystem that is rapidly evolving. Demonstrates a commitment to developing others and a growth mindset, actively pursuing continuous profession and personal development. A collaborative and consultative approach to working with others . click apply for full job details
Jan 15, 2025
Full time
Head of IT and Security, Technology and Infrastructure 13 December 2024 LOCATION: Hybrid London, UK Please note, where PRI has an office there is an expectation to work a minimum of 2 days per week About the PRI The PRI is the world's leading proponent of responsible investment. It works to understand the investment implications of environmental, social and governance (ESG) factors and to support its international network of investor signatories in incorporating these factors into their investment and ownership decisions. The PRI's three distinct capabilities relate to the core elements of the PRI's approach to achieving a sustainable financial system. Translate RI (Responsible Investment) thought leadership into insights and practical support that is tailored to what signatories need to progress their RI practice Convene our vast network to create opportunities for collaborative action Harness our global scale to influence policymakers and regulators to effect system change Job Description The Head of IT and Security will be responsible for providing leadership of the IT infrastructure strategy and maturity to the IT operations, bringing your technical experience and expertise to help us build and deliver new capabilities within the infrastructure and security domain. You will be hands on as well as capable of managing technology projects and change management to improve the business process and IT systems. You will be working closely with the wider technology team, stakeholders across all business areas and our suppliers to ensure successful delivery for our internal users and external customers (our members, PRI signatories, and our Academy customers). The Head will report into and work closely with the Director of Technology and Infrastructure to embed the leadership in business partnering, people development, continuous improvement culture, and ideally with experience working for global organisation. Core Responsibilities Team management: Manage a team of IT support and security team to provide high quality support to the business users and signatories Manage staff development and performance to achieve balanced business knowledge through business partnering and participation of knowledge sharing sessions. Champion continuous process improvement culture, embedding best practices and ways of working across the organisation. Drive efficiency through the automation of common/frequent internal processes. Ensure all work is completed within budget and aligned with business planning, while managing costs efficiently to maximize savings. Contribute to the ongoing evolution of the technology operating model and its delivery, including team's business plan and budget. Support the Director of Technology and Infrastructure in set the vision, purpose and culture of the Technology team. Provide regular reporting to the Director of Technology and Infrastructure and Chief of Operations Officer as required. IT infrastructure & operations: Oversee IT Helpdesk and ensure SLAs are in place and tickets managed efficiently. Manage the team to provide effective technical support to the wider business, business with signatories' issues and problem management as required Manage end-user hardware provisioning, updates, security, connectivity and configuration, and ensuring systems administration and maintenance are delivered to expectations (e.g. patching of servers, backup.) Provide 1 st and 2 nd line business applications support as required, e.g. Salesforce, Sage, Data Portal, Reporting Assessment, Collaboration Platform, Academy Learning System Manage resolution of technical problems escalated by the service desk as they arise with the extended technology team or via 3rd party support contracts. Management of 3rd party infrastructure partners ensuring services meet PRI needs in a cost effective manner. Manage the team to provide extended out of office hours support for critical or exceptional situation. Lead on responding to major technical incidents e.g. system outage, service disruption, cybersecurity, data breach, etc. In collaboration with the IT Leadership team, develop a Major Incident Management process, communications and mitigation plans. Act as the main IT lead for BCP and DRP, supporting the team and work closely with the Business Continuity Incident Team until services are back into full operational mode. Projects: Provide technical expertise to the IT team and to business projects to ensure solutions are aligned to our technology roadmap and are secure, supportable and scalable. Manage infrastructure projects and enhancements (e.g. server upgrades, network enhancements, migration to Azure.) Manage other internal IT projects as needed (e.g. technology modernisation, security, operational resilience, ISO/IEC 27001 programme of work). Develop the IT service model, catalogue and the end-to-end ticketing process that enables effective triage resolution e.g. Reporting team, Signatory Experience team Develop the roadmap for end user computing and new ways of working (e.g. productivity enhancements, cooperative collaboration, enhanced ways to communicate) Develop the Infrastructure architecture roadmap that aligns with the Technology and Digital transformation programme with a focus on resilience, scalability and new ways of working. Security and compliance: Support the roadmap for Cybersecurity to update our systems and services to be best in class for passive and active protection, including firewalls, antivirus, threat monitoring, spam/phishing Develop and implement Information Technology and Security policies, procedures, and protocols to ensure company's IP are secured, and kept up-to-date Identify risks to systems and the IT infrastructure, creating mitigations and ensuring these are communicated and understood. Manage the development and implementation of the security strategies to achieve the targeted technology resilient and compliancy Ensure regular penetration testing occurs to maintain the security of our data and in support of obtaining and maintaining standards such as ISO/IEC 27001. Ensure that all business and signatory-facing applications, as well as the overall IT environment, adhere to regulatory requirements, industry standards, and best practices related to data security and privacy. Person Specification Criteria Leadership Skills (including role-modelling positive behaviours, being genuine and vulnerable, driving change and making things happen) and the ability to think strategically and systemically and act for the long-term benefit of the organisation. Well-developed people management skills (including providing feedback & challenge, coaching, and developing individuals) and the experience to build and lead high performing hybrid teams. Strong working experience in IT Operations, infrastructure and security domain such as: Office365, Exchange Online, Intune, Azure Cloud, Azure AD, Windows Server, SQL Technical and security policies, configurations, access management Network security, networking, firewalls, DHCP, VLAN, VPN, Cisco Meraki, Wi-Fi PaaS / IaaS / SaaS / cloud Atlassian Jira, Asana (desirable) Strong working experience in IT and business projects delivery Demonstrable working experience in Crisis Management related to information and cyber-attack, phishing, data breach incidents, including participation in BCP and/or DRP exercise. Experience in developing IT policies and controls, IT and Data Governance, GDPR, SCO2 (desirable) Experience in managing cybersecurity and operational resilience domain, ability to develop risk mitigation plan and onboarding new technologies, services and applications Experience in security applications and tools (SIEM products), sound knowledge of security frameworks e.g. NIST, CIS controls, ISO/IEC 27001, Cyber Assessment Framework (desirable) Experience with managing suppliers and 3 rd party providers to ensure contractual commitments are met, including negotiating the scope of work, development, enhancement, upgrades. Experience in managing application solutions hosted both on traditional infrastructure and in the cloud is preferable and experience migrating products and services to the cloud is desirable. Excellent communication skills, confidently present and influence senior management to facilitate effective decision making. Excellent networking, relationship management and interpersonal skills and experience of building strong and productive relationships at all levels Very good programme management skills, with experience in delivering complex projects successfully, including directing others that may not be your direct reports. Experience at implementing and working in DevOps is an advantage. In-depth understanding of cloud-native architectures (ideally Azure), microservices, and API's, is highly desirable. Ability to work with minimal supervision, managing work prioritisation with competing priorities and handling conflicts and/or difficult discussion. Ability to embrace and adapt changes, working with limited information and ambiguity in an ecosystem that is rapidly evolving. Demonstrates a commitment to developing others and a growth mindset, actively pursuing continuous profession and personal development. A collaborative and consultative approach to working with others . click apply for full job details
Join us as a Senior Trading Java Developer at Barclays, where you'll spearhead the evolution of our digital landscape, driving innovation and excellence. In this role, you will be performing activities related to the design, development, unit testing, deployment, support, and maintenance of an exciting transformational enterprise project with high visibility. This ambitious initiative leverages a modern tech stack, offering a unique opportunity to make a significant impact. To be successful as a Senior Trading Java Developer, you should have: Strong experience in Java low latency programming. Experience building enterprise scale desktop and/or web applications within the investment banking domain. Knowledge and experience of software development and collaboration tooling including Git, BitBucket, Confluence, JIRA, etc. Some other highly valued skills may include: Ability to comprehend, implement, and influence complex problems and solutions with an analytical approach. Proficiency with Kafka and working knowledge of UNIX platforms. Familiarity with utilizing Agile Development methodologies, Test Driven Development, and Continuous Delivery. This role will be based in our London office. Purpose of the role To design, develop and improve software, utilizing various engineering methodologies, that provides business, platform, and technology capabilities for our customers and colleagues. Accountabilities Development and delivery of high-quality software solutions by using industry aligned programming languages, frameworks, and tools. Ensuring that code is scalable, maintainable, and optimized for performance. Cross-functional collaboration with product managers, designers, and other engineers to define software requirements, devise solution strategies, and ensure seamless integration and alignment with business objectives. Collaboration with peers, participate in code reviews, and promote a culture of code quality and knowledge sharing. Stay informed of industry technology trends and innovations and actively contribute to the organization's technology communities to foster a culture of technical excellence and growth. Adherence to secure coding practices to mitigate vulnerabilities, protect sensitive data, and ensure secure software solutions. Implementation of effective unit testing practices to ensure proper code design, readability, and reliability. Vice President Expectations To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/processes; deliver continuous improvements and escalate breaches of policies/procedures. If managing a team, they define jobs and responsibilities, planning for the department's future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. Advise key stakeholders, including functional leadership teams and senior management on functional and cross-functional areas of impact and alignment. Manage and mitigate risks through assessment, in support of the control and governance agenda. Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does. Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies. Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives. All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship - our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset - to Empower, Challenge and Drive - the operating manual for how we behave.
Jan 15, 2025
Full time
Join us as a Senior Trading Java Developer at Barclays, where you'll spearhead the evolution of our digital landscape, driving innovation and excellence. In this role, you will be performing activities related to the design, development, unit testing, deployment, support, and maintenance of an exciting transformational enterprise project with high visibility. This ambitious initiative leverages a modern tech stack, offering a unique opportunity to make a significant impact. To be successful as a Senior Trading Java Developer, you should have: Strong experience in Java low latency programming. Experience building enterprise scale desktop and/or web applications within the investment banking domain. Knowledge and experience of software development and collaboration tooling including Git, BitBucket, Confluence, JIRA, etc. Some other highly valued skills may include: Ability to comprehend, implement, and influence complex problems and solutions with an analytical approach. Proficiency with Kafka and working knowledge of UNIX platforms. Familiarity with utilizing Agile Development methodologies, Test Driven Development, and Continuous Delivery. This role will be based in our London office. Purpose of the role To design, develop and improve software, utilizing various engineering methodologies, that provides business, platform, and technology capabilities for our customers and colleagues. Accountabilities Development and delivery of high-quality software solutions by using industry aligned programming languages, frameworks, and tools. Ensuring that code is scalable, maintainable, and optimized for performance. Cross-functional collaboration with product managers, designers, and other engineers to define software requirements, devise solution strategies, and ensure seamless integration and alignment with business objectives. Collaboration with peers, participate in code reviews, and promote a culture of code quality and knowledge sharing. Stay informed of industry technology trends and innovations and actively contribute to the organization's technology communities to foster a culture of technical excellence and growth. Adherence to secure coding practices to mitigate vulnerabilities, protect sensitive data, and ensure secure software solutions. Implementation of effective unit testing practices to ensure proper code design, readability, and reliability. Vice President Expectations To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/processes; deliver continuous improvements and escalate breaches of policies/procedures. If managing a team, they define jobs and responsibilities, planning for the department's future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. Advise key stakeholders, including functional leadership teams and senior management on functional and cross-functional areas of impact and alignment. Manage and mitigate risks through assessment, in support of the control and governance agenda. Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does. Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies. Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives. All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship - our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset - to Empower, Challenge and Drive - the operating manual for how we behave.
Job Advertisement: Customer Experience & Digital Transformation Sales Leader Job Title : Customer Experience & Digital Transformation Sales Leader Salary : £85k-£90k base + 5% bonus Location : UK Wide (Hybrid - likely to be mostly remote with occasional travel to a local office/client site) Eligibility : SC Clearance eligible essential About the Role An exciting opportunity has arisen for an experienced Customer Experience & Digital Transformation Sales Leader to drive growth within a consultancy specializing in intelligent customer operations. This role is pivotal in designing and delivering cutting-edge solutions to improve customer experience through digital transformation, operating models, and technology deployment. As a Sales Leader, you will be responsible for building, developing, and managing a sales pipeline of innovative customer solutions, collaborating with cross-functional teams, and leading clients through transformative journeys to optimize their customer operations. Key Responsibilities Build and manage a sales pipeline through existing and new networks. Engage with internal and external stakeholders to develop customer operations solutions. Lead the creation and implementation of industry-leading Digital-First Omni-Channel CX strategies. Assess current client processes and technology, identifying opportunities for transformation. Recommend and implement technology solutions, such as chatbots and conversational AI, to enhance digital strategies. Optimize customer processes, integrating automation and technology to improve outcomes (eg, NPS, C-Sat, Cost to Serve). Create winning proposals for RFI/RFP processes in the Customer Operations and Contact Centre market. Support workforce optimization and the creation of flexible operating models. Skills and Experience Proven experience in solutions for Contact Centres, with expertise in commercial modelling and sales pipeline management. Demonstrated success in winning new client business in Customer Operations or Contact Centre markets. Strong understanding of Contact Centre and CX technologies, such as Salesforce, Zendesk, AWS, or Genesys Cloud. Knowledge of current technology trends, including automation, AI, and digital transformation tools. Experience improving customer journeys and delivering enhanced CX outcomes. Familiarity with integrated Contact Centre environments, including technology for service management, WFM, reporting, and analytics. Strong proposal writing and experience with RFI/RFP processes. Cross-sector experience, including Automotive, Retail, Energy & Utilities, Telco, Financial Services, and more. Preferred Qualifications Knowledge of process improvement methodologies and simple automation principles (eg, call deflection, webchat, chatbots). Hands-on experience with CX tools and platforms. A passion for improving customer experience outcomes and delivering innovative solutions. What We Offer A competitive salary and benefits package. Professional development and accelerated career progression. A collaborative and innovative work environment where your entrepreneurial spirit is valued. Flexibility to tailor your benefits package to suit your individual needs. Apply Now If you're ready to make a meaningful impact in the world of customer experience and digital transformation, we'd love to hear from you. Take the next step in your career and apply today! Deerfoot Recruitment Solutions Ltd is one of the longest-established independent technology recruitment consultancies in the UK. Each time Deerfoot sends a CV to a recruiting client, we donate £1 to The Born Free Foundation (). Deerfoot is a Climate Action Workforce in partnership with Ecologi. If this role isn't the right fit for you, we have a fantastic candidate referral reward program in place. We offer payouts at both interview and placement milestones. For further details, please visit our website. Deerfoot Recruitment Solutions Ltd is acting as an Employment Agency in relation to this vacancy.
Jan 14, 2025
Full time
Job Advertisement: Customer Experience & Digital Transformation Sales Leader Job Title : Customer Experience & Digital Transformation Sales Leader Salary : £85k-£90k base + 5% bonus Location : UK Wide (Hybrid - likely to be mostly remote with occasional travel to a local office/client site) Eligibility : SC Clearance eligible essential About the Role An exciting opportunity has arisen for an experienced Customer Experience & Digital Transformation Sales Leader to drive growth within a consultancy specializing in intelligent customer operations. This role is pivotal in designing and delivering cutting-edge solutions to improve customer experience through digital transformation, operating models, and technology deployment. As a Sales Leader, you will be responsible for building, developing, and managing a sales pipeline of innovative customer solutions, collaborating with cross-functional teams, and leading clients through transformative journeys to optimize their customer operations. Key Responsibilities Build and manage a sales pipeline through existing and new networks. Engage with internal and external stakeholders to develop customer operations solutions. Lead the creation and implementation of industry-leading Digital-First Omni-Channel CX strategies. Assess current client processes and technology, identifying opportunities for transformation. Recommend and implement technology solutions, such as chatbots and conversational AI, to enhance digital strategies. Optimize customer processes, integrating automation and technology to improve outcomes (eg, NPS, C-Sat, Cost to Serve). Create winning proposals for RFI/RFP processes in the Customer Operations and Contact Centre market. Support workforce optimization and the creation of flexible operating models. Skills and Experience Proven experience in solutions for Contact Centres, with expertise in commercial modelling and sales pipeline management. Demonstrated success in winning new client business in Customer Operations or Contact Centre markets. Strong understanding of Contact Centre and CX technologies, such as Salesforce, Zendesk, AWS, or Genesys Cloud. Knowledge of current technology trends, including automation, AI, and digital transformation tools. Experience improving customer journeys and delivering enhanced CX outcomes. Familiarity with integrated Contact Centre environments, including technology for service management, WFM, reporting, and analytics. Strong proposal writing and experience with RFI/RFP processes. Cross-sector experience, including Automotive, Retail, Energy & Utilities, Telco, Financial Services, and more. Preferred Qualifications Knowledge of process improvement methodologies and simple automation principles (eg, call deflection, webchat, chatbots). Hands-on experience with CX tools and platforms. A passion for improving customer experience outcomes and delivering innovative solutions. What We Offer A competitive salary and benefits package. Professional development and accelerated career progression. A collaborative and innovative work environment where your entrepreneurial spirit is valued. Flexibility to tailor your benefits package to suit your individual needs. Apply Now If you're ready to make a meaningful impact in the world of customer experience and digital transformation, we'd love to hear from you. Take the next step in your career and apply today! Deerfoot Recruitment Solutions Ltd is one of the longest-established independent technology recruitment consultancies in the UK. Each time Deerfoot sends a CV to a recruiting client, we donate £1 to The Born Free Foundation (). Deerfoot is a Climate Action Workforce in partnership with Ecologi. If this role isn't the right fit for you, we have a fantastic candidate referral reward program in place. We offer payouts at both interview and placement milestones. For further details, please visit our website. Deerfoot Recruitment Solutions Ltd is acting as an Employment Agency in relation to this vacancy.
Infrastructure Support Engineer Type: Perm Location: Whitehaven Overview We are currently recruiting for an IT Infrastructure Support Specialist to work onsite at a large government customer account based in the Whitehaven area. You will be working within a dedicated systems support team at the customer site, on a 24/7 365 shift pattern. You will be key in supporting the facility and the customer with their IT-related needs. The IT Infrastructure Support Specialist will be supporting the customer's Servers, networks (and associated hardware), and storage. Therefore, you will be required to have good knowledge/experience within these areas as well as having experience within desktop services. You will generally work, in a three-person team, to provide all services as requested by the Team Leaders. The work will be varied from day to day, and the successful candidate will be required to undertake any work assigned to them that will support the facility and the customer. Key Responsibilities The successful candidate will be expected to investigate technical issues, run diagnostics, and interpret manufacturers' management tools to determine root cause and resolve technical problems. The IT Infrastructure Support Specialist would be expected to have knowledge/experience of the following, but not limited to: Desktop Services Datacentre Security Toolsets/Admin Process (ITIL) Requirements and Experience Desktop Services: Comprehensive understanding and hands-on experience in desktop support services. Datacentre: Expertise in managing and supporting data center infrastructure. Security: Strong background in implementing and maintaining security measures. Toolsets/Admin: Proficient in various IT toolsets and administration tasks. Process (ITIL): Familiarity with ITIL processes and best practices. ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.
Jan 14, 2025
Full time
Infrastructure Support Engineer Type: Perm Location: Whitehaven Overview We are currently recruiting for an IT Infrastructure Support Specialist to work onsite at a large government customer account based in the Whitehaven area. You will be working within a dedicated systems support team at the customer site, on a 24/7 365 shift pattern. You will be key in supporting the facility and the customer with their IT-related needs. The IT Infrastructure Support Specialist will be supporting the customer's Servers, networks (and associated hardware), and storage. Therefore, you will be required to have good knowledge/experience within these areas as well as having experience within desktop services. You will generally work, in a three-person team, to provide all services as requested by the Team Leaders. The work will be varied from day to day, and the successful candidate will be required to undertake any work assigned to them that will support the facility and the customer. Key Responsibilities The successful candidate will be expected to investigate technical issues, run diagnostics, and interpret manufacturers' management tools to determine root cause and resolve technical problems. The IT Infrastructure Support Specialist would be expected to have knowledge/experience of the following, but not limited to: Desktop Services Datacentre Security Toolsets/Admin Process (ITIL) Requirements and Experience Desktop Services: Comprehensive understanding and hands-on experience in desktop support services. Datacentre: Expertise in managing and supporting data center infrastructure. Security: Strong background in implementing and maintaining security measures. Toolsets/Admin: Proficient in various IT toolsets and administration tasks. Process (ITIL): Familiarity with ITIL processes and best practices. ECS Recruitment Group Ltd is acting as an Employment Agency in relation to this vacancy.
