Summary

Notting Hill Genesis is completing a major digital change programme, moving services to the cloud to make a positive impact on the lives of its residents and to achieve greater business efficiency.

Can you as our IT Customer Experience Lead play a key part in this? As the IT Customer Experience Lead, you will work closely with all our customers to ensure that they all receive great service from the IT team.

Main Responsibilities

As the IT Customer Experience Lead, you will monitor IT processes and systems that ensures all IT staff provide a customer focused support service to all NHG staff. You will ensure that IT staff are trained and visible and understand and work to SLA's and KPI's.

Key tasks include:

All tickets raised in ServiceNow are allocated to the staff and resolved on time,
Be the first point of contact for customers,
Analyse of service requests to ensure that we continuously deliver service improvements,
Ensure that all service desk staff are trained in key processes and procedures
Provide technical assistance and support to colleagues in IT related matters
Ensure appropriate standards and procedures are adhered to support a high-quality deliverable to NHG
Assist with the Problem Management process and using senior technical resources to deliver the service
Ensure the team deliver an outstanding, consistent and reliable customer focussed IT service ensuring a responsive service to all customers
Provide support and mentoring services to Service Desk AnalystsAll aspects of the role will require you to deliver a high quality, customer focused, responsive service, ensuring delivery is in line with NHG's cultural and corporate strategies. NHG are using the latest Microsoft Cloud and ITSM technology, ServiceNow, with the MS Office suite.

Ideal Candidate

The successful candidate will have excellent working knowledge of ServiceNow, along with lots of experience working in a customer focused environment:

The ability to demonstrate previous experience successfully delivering in a customer focused leading role
The ability to implement changes to long established processes across service delivery
The confidence to contact and meet with customers to seek feedback in order to improve the service
Set challenging delivery targets and monitor performanceBenefits

In return we offer:

Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
Generous pension scheme
Enhanced maternity, paternity and adoption pay – we offer enhanced maternity and adoption pay in addition to statutory entitlements (qualifying period may apply)
Employee assistance – free confidential advice and counselling services provided by independent specialist organisations
Health cash plan
Staff discounts – we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance and much more
Interest free loans: season ticket loan, tenancy deposit loan and training loan
Cycle to work scheme
Life Assurance x 4 annual salaryHow to apply

Applications close at 23:59 on Thursday 16th March 2023.Please apply for this role with us online. If you are not able to apply online, please contact our HR team via to discuss your requirements