Service Centre Administrator

About Us

A career at Hitachi Rail will help create a legacy. With operations in every corner of the world, our work goes to the cutting-edge of digital transformation and technology. From the multi-cultural strength of our global organisation to the sustainable and innovative ways we work to bring people together, there’s something for everyone to get stuck into. And that’s where you come in.

Our Opportunity

We are currently looking for a Service Centre Administrator (SCA) to join the Services function in a key support role. This post supports all elements of the Service Centre function and processes. Working efficiently and professionally as part of the Service Centre team who operate a 24/7 service, to provide a first class customer service to the customer portfolio

This role, through proactive and timely actions, provides excellent customer service to a wide range of customers. Working alongside our operational and management teams you will be able to positively resolve our customers’ requests and ensure a smooth operational delivery

You will be predominantly office based, working 4 or 5 days a week from our office at Palestra. This role works an alternating weekly schedule consisting of 8am-4pm and 11am-7pm shifts.

Key Responsibilities:

Your responsibilities will include, but not be limited to:

• Proactively assist with activities and faults in accordance with service level agreement (SLA), business process and contract requirements
• Produce a daily contractual report for handover to team members
• Support the shift Service Desk Operator (SDO), including providing cover when the SDO is unavailable during the SCA core working day
• Work with the shift SDO and DOM (Duty Operations Manager) to ensure all requests are processed in line with SLA and ticket updates
• Produce and manage information requests for customer survey records etc. for Periodic Performance Reporting
• Manage the Technical Services Catalogue requests
• Assist and carry out remote monitoring within competency to meet contract requirement
• Assist in the escalation, and tracking the outcome of, issues surrounding process or fault management
• Ensure structured internal communications e.g. handovers are consistent and comprehensive
• Responsible for provision of information to managers, colleagues and contractors or suppliers within agreed timescales ensuring effective collaboration and communication to support operational process
• Act professionally at all times, ensuring the Business is well represented to all customers and adhering to the Leadership model
• Produce daily/weekly KPI’s and reports to the Services and Support Manager
• Provide a flexible approach to workload, ensuring all service administrative activities are undertaken
• To liaise with 3rd party contractors and support agents during fault management/ maintenance management
• Any ad hoc administration requests from the Service Centre team People Management

Technical Skills and Experience

• Proficient in the use of Microsoft Office and Fault Management Software
• Highly customer focused
• Multi-tasking and ability to follow multiple processes
• SLA Management
• Strong communication at all levels

Human Skills

• Professional and polite
• Ability to question/probe to obtain information
• Participate in-group discussions and engage with the wider teams
• Highly organised
• Intrinsically motivated and able to manage your own time

What to expect

This role will be open to application until Friday 19th September.

We aim to complete a two-stage interview process. Your first interview will be a technical competency based interview. The second stage interview will focus on behavioural competencies. At least one of these will be held in person at our Palestra office.

Reasonable adjustments are available with prior notice so please let the TA partner know if this would be necessary. To find out what reasonable adjustments are, and what might be available, your TA partner will be happy to discuss this with you. We may close this role early if we quickly identify suitably strong applicants.

What We Can Offer

We’re committed to giving you opportunities to be your best. We believe in embracing the passion and potential of our people, and to achieve this we offer market leading training, development and experiences, along with the opportunity to be mentored and coached by some of the smartest minds in the industry. We hire from within as our first priority, so you’ll have a myriad of opportunities within our diverse, global organisation.

Flexibility

Your health and well-being matters to us and that’s why we offer you the flexibility to do what’s important to you; whether that’s part time hours, job sharing, home working, or the ability to flex your start and finish times. Where possible, we support a working pattern that suits your lifestyle and helps you reach your ambitions.

Thank you for your interest in Hitachi Rail. If your application is of interest, we will be in contact. Please do not hesitate to discover more about us and our latest jobs at https://www.hitachirail.com/careers.

At Hitachi Rail, there is a place for everyone. We welcome and value differences in background, age, gender, sexuality, family status, disability, race, nationality, ethnicity, religion, and world view. It is our commitment to create an inclusive environment - we are proud to be an equal opportunity employer.

We would be delighted if you would be one of our followers at https://www.linkedin.com/company/hitachirail.

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