Lead Telephony Analyst Vacancy
Job DescriptionTelephony Senior Analyst
Role Type: permanent - full time
Working Hours: 37.50 per week
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.
What you'll do:
To support the operational running of the Group's telephony systems.
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
Maintain a positive and solution oriented approach to work, providing open and honest feedback
Assist in, and support activity in other areas of ISS \ IT Operations as required, including Service Delivery, IT Infrastructure, Information Security and IT Administration
What you'll bring:
Highly motivated / motivational to see success, delivered via their efforts and collaboration with peers
Previous experience as a Lead Telephony Analyst, supporting Avaya/NICE\Mitel systems through the delegation of tasks to peers and colleagues
Proactive mindset, with a continuous improvement mentality
The ability to troubleshoot issues across multiple technology areas
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
Understanding of the UK General Insurance market.
Experience of technologies that support telephony systems; networks, server, active directory
Experience of ITIL service management framework
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.
We celebrate and support diversity and are committed to ensuring equal opportunities for both employees and applicants.