Workflow Manager

Would you like to work for a dynamic and pioneering company who are offering great benefits and a competitive salary package?

I have an amazing opportunity to work for a leading distributer in the technology sector.

As a Workflow manager, you will be responsible for achieving the companies SLT within services and operations, by providing detailed reports to the head of service operations, outlining any service level breaches. In addition, being the first point of contact for any major service outages, across products and suppliers.

Company Benefits;

• Pension Scheme
• Tax Free Childcare Initiative
• Perkbox membership
• Free tea & coffee in the office
• Cycle to Work Scheme
• Training and development plans
• Interest Free Travel Loan
• Yearly eye test & spectacle voucher
• Access to well-being champions
• Financial advice

Location: West Sussex

Salary: Competitive

Key Responsibilities;

• Quality checking Technical Support Advisors with regards to; ticket notes, calls, NPS, ticket time breaches, customer service, bounce count and re-opened tickets.
• Providing these findings to Service Desk Managers
• Producing all workflow automation routing within Darwin Ticketing, ensuring these are maintained and regularly reviewed.
• Linking in with Service Managers for any routing requirements their customers may need
• Responsible for invoking the Major Service Outage (MSO) process, assuming the role of Incident Controller.
• Complete a post MSO brief to upper management and any areas that require attention, either internally or with the supplier
• Support Primes within tiered model with regards to escalating tickets or load balancing
• Responsible for ensuring open dashboard and Watchlist are up to date and regularly monitored for breaches.
• Responsible for on-boarding bespoke Master Service Agreements (MSA) in the support function as handoff into service
• Internal contact for producing bespoke MSAs
• Provide details on change requirements to ensure smooth ticket flow
• Attend supplier review meetings to discuss improvements and SLT failings to ensure we are providing our customers with the best possible service

The ideal candidate will have the following skills or experience;

• Excellent time management
• Willingness to go the extra mile
• Remain calm and composed in a pressurised environment
• Adapt to change quickly
• Ability to adjust the language to suit the target audience
• Estimate and prioritize effectively
• Meet deadlines
• Self-motivated
• Computer literate in all forms
• Methodical and analytical

If this role sounds perfect and you would like to know more information, please call Nyomi at Pier Recruitment or apply today!

Pier Recruitment does not discriminate on the grounds of 'protected characteristics' as defined under the Equality Act and other relevant UK legislation.

Pier Recruitment acts as a Recruitment Agency in relation to all Permanent roles and as a Recruitment Business in relation to all Temporary roles.

If your application is successful a consultant will be in contact with you within the next 2 working days. If you do not hear within 7 days please call the office as we always wish to provide 100% customer service.