Job Introduction
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 Responsibility
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 Analysts
All 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.
The 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 performance
Benefits
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 salary
How 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 jobs@nhg.org.uk to discuss your requirements.
About the Company
Notting Hill Genesis is now one of the largest housing associations in London and the south east. We own and manage more than 66,000 homes and employ around 2,000 staff. We provide homes across a range of tenures and are committed to continuing to deliver housing that is affordable to all. Our roots reach back to the 1960s when our legacy organisations were established by local people who shared a similar vision – to house west London’s working poor, providing them a home from which to build themselves and their families a secure future.
Our people
We value our people and both respect and celebrate their differences. We’re proud to say that our colleagues come from different backgrounds, with varied outlooks and are from all over the world. We encourage and are committed to diversity. We know that when people with varied experiences and unique points of view come together, it makes us a stronger organisation and more able to help the wide range of residents that we serve. We want all our colleagues to bring their full selves to work in a culture and environment based on respect and fairness, regardless of role, background or ability.
Our pledges
We are proud signatories of the G15 group’s diversity pledge to encourage more diversity in the boardroom and at senior level. The pledge on Black, Asian and minority ethnic diversity commits NHG to reflect the ethnic diversity of the communities we work in at all levels and particularly at senior managerial, leadership and board levels.
We have under-representation of Black, Asian and Minority Ethnic colleagues at this level and are keen to fill this gap. We welcome applications from everyone. For this role, we especially encourage Black, Asian and Minority Ethnic candidates to join us and be part of an inclusive culture that celebrates diversity, equality of opportunity and provides a place for you to grow your career.
We are also a Stonewall Diversity Champion, a Disability Confident employer and have signed up to Harry’s Pledge. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation.
To find out more about Diversity and inclusion at NHG, please visit our website.
