Lead Telephony Analyst

  • By Rullion Limited
  • 40000 PA - 50000 PA
  • Manchester
  • Permanent

We are Swinton Insurance. We've been helping people to find insurance for over 60 years. And we're far from done. With a fresh focus, a clear vision and some incredible projects on the go, there's never been a better time to join us – and to develop your career with one of the UK's leading digital Insurance Brokers. As a business we are responsible, open and honest. We drive change through ongoing evolution and we make the right choices to enable our business to continue to succeed and thrive. We are looking for these qualities in our teams and proactively appoint individuals who share our vision, and translate this into their professional lives and approach to work. We are currently recruiting for a Lead Telephony Analyst who will not only act as technical lead on the build of a new Telephony platform but will also provide 2nd/3rd line support of the Group's telephony systems, to ensure that the business continues to function when issues arise. The Lead Telephony Analyst is close to the front line of business and must have in-depth experience of how contact centres operate, as well as with the systems that support them. They must have the ability to quickly diagnose escalations from the IT service desk at an expert level and design/co-ordinate the technical response efficiently and in a safe manner. Key Accountabilities & Responsibilities. To support the operational running of the Group's telephony systems. Responsible for protecting service operations through change control and governance. Collaborating with Service Management teams to identify risks, complete incident root cause analysis and resolve problems. To support the Team Manager in ensuring that all requests, incidents, problems and changes are completed to a high standard and within SLA. To lead 2nd/3rd line support capability to the group's telephony platforms and associated technologies. This entails 'hands on' support, as well as day-to-day co-ordination of Telephony Analysts within the team. To identify and deliver continuous improvement initiatives, leveraging tooling and automation to improve efficiency and service to the business. Ensure your own continuous professional development by participating in external networking/conferences/associations/groups, to stay current on Industry developments & innovations. Encourage, support and coach other team members in their own development. Maintain a positive and solution oriented approach to work, providing open and honest feedback. In all internal and external contact, present a professional and positive image of the department, the team and the company as well as maintaining mutually constructive, positive and beneficial relationships. Take all reasonable steps to ensure appropriate confidentiality. Undertake such other duties, training and/or hours of work as may be reasonably required and which are consistent with the general level of responsibility of this role. Assist in, and support activity in other areas of ISS IT Operations as required, including Service Delivery, IT Infrastructure, Information Security and IT Administration. Required Experience. Essential. Highly motivated / motivational to see success, delivered via their efforts and collaboration with peers. Previous experience as a Lead Telephony Analyst, supporting Avaya/NICEMitel systems through the delegation of tasks to peers and colleagues. High degree of operational awareness, and can therefore generate positive operational outcomes through the change they are delivering. Proactive mindset, with a continuous improvement mentality. Robust / up to date knowledge and experience of telephony system capabilities delivery in a contact centre environment. Experience of delivering project change. Strong Stakeholder Management skills. Desirable. Understanding of the UK General Insurance market. Experience of technologies that support telephony systems; networks, server, active directory. Experience of ITIL service management framework. If you interested in discussing this role in further detail please contact Jayne Robinson on (phone number removed) at the earliest opportunity. As a Financial Services organisation we comply with and support the requirements set by our Regulator, the Financial Conduct Authority (FCA), which are designed to protect our customers. This means if your application is successful, you'll need to satisfy some important background checks before you can start working with us. These will include a full credit enquiry, a criminal record check, residency and right to work checks. Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and …

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