£25,000-£37,000 depending on experience + benefits
Digital Data Specialist
As Digital Data Specialist you will be leading on the implementation, maintenance and improvement of the data collection across all the digital assets within Bupa UK as part of the digital analytics team and overall digital transformation department.
You will work on maintaining and improving our current data layer, create custom solution within our current tag manager system (Tealium) in order to serve best not only the digital, CRO and customer experience team but the overall analytics community within Bupa: accurate data are a priority for us
A bit about us
Bupa is one of the most well-known and respected healthcare businesses in the world, because what we do matters. From our contact centres to our care homes; health and dental centres to our state of the art hospitals across all four corners of the globe, every part of our operations are dedicated to our purpose of helping people live longer, healthier, happier lives. We pride ourselves on working with brilliant people who put our customers at the heart of everything they do.
Who we’re looking for?
experience in a similar role implementing and maintaining an efficient tag management solution
great understanding of the role of a consistent and standardised data layer
good knowledge of JavaScript in order to develop custom solutions
experience with analytics and optimisation vendors as Adobe Analytics, Google Analytics, Adobe Target or similar
technical knowledge or understanding of a CMS system (we use Sitecore at Bupa)
ability to lead on projects and drive the different stakeholders toward an optimised solution
understanding the importance of a data and analytics strategy in order to drive analytics and data driven decisions
a passion for innovation and always looking to the opportunity to improve the way we work. We are part of digital transformation and our goal it is to continuously transform and get better at what we do
have an analytical mind: transform complex problems into simple solutions, constantly look for new improvement opportunities
ability to create and develop custom solutions using JavaScript
knowledge of other web technologies such as HTML, CSS, JSON, etc.
knowledge of testing and debugging analytics web and app implementations using a variety of tools
Skill in analysis and understanding of web technologies such as analytics, reporting and tag management is important, but we don’t expect you to have all the relevant skills and or tools knowledge from day one. We are looking for someone who is willing to constantly learn and improve. We will provide training, access to Bupa experts, developers and our tag management’s provider engineers as we value employee’s development.
Whether you’ve found your feet or are discovering a new path. Welcome to a place that celebrates you. This isn’t where you've been. This is where you're going. This is what we have belief in.
Bupa is committed to making sure that every applicant is assessed solely on the basis of personal merit and qualifications, regardless of gender, sexual orientation, pregnancy or maternity, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.
Job Posting End Date: 03 Feb 2020
Dec 16, 2019
Internship
£25,000-£37,000 depending on experience + benefits
Digital Data Specialist
As Digital Data Specialist you will be leading on the implementation, maintenance and improvement of the data collection across all the digital assets within Bupa UK as part of the digital analytics team and overall digital transformation department.
You will work on maintaining and improving our current data layer, create custom solution within our current tag manager system (Tealium) in order to serve best not only the digital, CRO and customer experience team but the overall analytics community within Bupa: accurate data are a priority for us
A bit about us
Bupa is one of the most well-known and respected healthcare businesses in the world, because what we do matters. From our contact centres to our care homes; health and dental centres to our state of the art hospitals across all four corners of the globe, every part of our operations are dedicated to our purpose of helping people live longer, healthier, happier lives. We pride ourselves on working with brilliant people who put our customers at the heart of everything they do.
Who we’re looking for?
experience in a similar role implementing and maintaining an efficient tag management solution
great understanding of the role of a consistent and standardised data layer
good knowledge of JavaScript in order to develop custom solutions
experience with analytics and optimisation vendors as Adobe Analytics, Google Analytics, Adobe Target or similar
technical knowledge or understanding of a CMS system (we use Sitecore at Bupa)
ability to lead on projects and drive the different stakeholders toward an optimised solution
understanding the importance of a data and analytics strategy in order to drive analytics and data driven decisions
a passion for innovation and always looking to the opportunity to improve the way we work. We are part of digital transformation and our goal it is to continuously transform and get better at what we do
have an analytical mind: transform complex problems into simple solutions, constantly look for new improvement opportunities
ability to create and develop custom solutions using JavaScript
knowledge of other web technologies such as HTML, CSS, JSON, etc.
knowledge of testing and debugging analytics web and app implementations using a variety of tools
Skill in analysis and understanding of web technologies such as analytics, reporting and tag management is important, but we don’t expect you to have all the relevant skills and or tools knowledge from day one. We are looking for someone who is willing to constantly learn and improve. We will provide training, access to Bupa experts, developers and our tag management’s provider engineers as we value employee’s development.
Whether you’ve found your feet or are discovering a new path. Welcome to a place that celebrates you. This isn’t where you've been. This is where you're going. This is what we have belief in.
Bupa is committed to making sure that every applicant is assessed solely on the basis of personal merit and qualifications, regardless of gender, sexual orientation, pregnancy or maternity, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.
Job Posting End Date: 03 Feb 2020
As a Service Desk Analyst working from our Soapworks office, you will be part of our fast-paced enterprise Service Desk which acts as the single route in for technology related issues. Highly customer focused, you will be the ‘face’ of Technology, acting as the first point of contact for colleagues to raise, triage and manage incidents (P1-P3) and user service requests.
You will be able to apply your technical expertise to take the lead in driving the resolution of issues owned by the team. This will include aiming for a high first time fix rate of incidents across our network, systems and offices; together with support of users’ PC's such as password resets, installing software and resolving user issues.
You will support colleagues across TalkTalk Technology, TalkTalk Business, TalkTalk Consumer and our outsourced partners, ensuring issues are resolved within SLA and keeping them informed throughout the life of their issue.
Due to the nature of the role, this is an office-based position, working out of our Soapworks campus.
Service Desk Analyst (24/7 Shift work)
How will I add value in this role?
Providing excellent levels of service to all those contacting the Service Desk.
Respond to user/customer queries raised via telephone; incident tickets or walk ups.
Ownership of issues throughout their lifecycle, driving the timely resolution of tickets, minimising the impact to the end user base and driving a first time fix for users.
Adhering to agreed processes and compliance frameworks to ensure a consistent service experience for users.
Working to meet or exceed agreed SLAs and KPIs.
Work closely with key internal stakeholders and external partners to progress requests and incidents. This will include setting up and running conference calls where required.
Own the efficient and effective communication of incidents across the business, ensuring that communications contain relevant detail and are clearly written to be understandable to both technical and non-technical audiences.
Carry out proactive impact assessments on issues raised and prioritise workloads based on impact and urgency.
Following agreed escalation paths to remove blockers to issue resolution.
Jeopardy management of tickets, managing your own workload to ensure that tickets meet their SLA and taking remedial action where SLAs may fail.
Looking at trends in incident and request volumes that may be symptomatic of a deeper issue and acting on this insight.
Managing tickets in our incident management system (Remedy), ensuring that tickets are updated across their lifecycle to provide auditability.
Provide an effective handover of issues to Problem Management teams.
Undertake additional tasks as reasonably be requested by your line manager.
About you
You'll have PMO or Release coordinator experience with a good understanding of PM methodolgies and experience in MI, Reporting or Planning.
You will have a strong technical background and proven organisational and communication skills. A highly costumer focused person with a positive and flexible approach to work.
It would be also great if you have worked previously for a telecoms or a large company. ITIL knowledge is a large plus but is not required. We will provide you with all the support needed to develop yourself further!
The Benefits
We value the importance of recognising and rewarding our colleagues at TalkTalk. As well as providing a great range of core benefits such as annual bonus, a company pension scheme and private medical insurance, we also
Support you to achieve your career goals
Offer income protection and life assurance
Offer a range of discounts on products and shopping
Nov 06, 2019
Job - Full time
As a Service Desk Analyst working from our Soapworks office, you will be part of our fast-paced enterprise Service Desk which acts as the single route in for technology related issues. Highly customer focused, you will be the ‘face’ of Technology, acting as the first point of contact for colleagues to raise, triage and manage incidents (P1-P3) and user service requests.
You will be able to apply your technical expertise to take the lead in driving the resolution of issues owned by the team. This will include aiming for a high first time fix rate of incidents across our network, systems and offices; together with support of users’ PC's such as password resets, installing software and resolving user issues.
You will support colleagues across TalkTalk Technology, TalkTalk Business, TalkTalk Consumer and our outsourced partners, ensuring issues are resolved within SLA and keeping them informed throughout the life of their issue.
Due to the nature of the role, this is an office-based position, working out of our Soapworks campus.
Service Desk Analyst (24/7 Shift work)
How will I add value in this role?
Providing excellent levels of service to all those contacting the Service Desk.
Respond to user/customer queries raised via telephone; incident tickets or walk ups.
Ownership of issues throughout their lifecycle, driving the timely resolution of tickets, minimising the impact to the end user base and driving a first time fix for users.
Adhering to agreed processes and compliance frameworks to ensure a consistent service experience for users.
Working to meet or exceed agreed SLAs and KPIs.
Work closely with key internal stakeholders and external partners to progress requests and incidents. This will include setting up and running conference calls where required.
Own the efficient and effective communication of incidents across the business, ensuring that communications contain relevant detail and are clearly written to be understandable to both technical and non-technical audiences.
Carry out proactive impact assessments on issues raised and prioritise workloads based on impact and urgency.
Following agreed escalation paths to remove blockers to issue resolution.
Jeopardy management of tickets, managing your own workload to ensure that tickets meet their SLA and taking remedial action where SLAs may fail.
Looking at trends in incident and request volumes that may be symptomatic of a deeper issue and acting on this insight.
Managing tickets in our incident management system (Remedy), ensuring that tickets are updated across their lifecycle to provide auditability.
Provide an effective handover of issues to Problem Management teams.
Undertake additional tasks as reasonably be requested by your line manager.
About you
You'll have PMO or Release coordinator experience with a good understanding of PM methodolgies and experience in MI, Reporting or Planning.
You will have a strong technical background and proven organisational and communication skills. A highly costumer focused person with a positive and flexible approach to work.
It would be also great if you have worked previously for a telecoms or a large company. ITIL knowledge is a large plus but is not required. We will provide you with all the support needed to develop yourself further!
The Benefits
We value the importance of recognising and rewarding our colleagues at TalkTalk. As well as providing a great range of core benefits such as annual bonus, a company pension scheme and private medical insurance, we also
Support you to achieve your career goals
Offer income protection and life assurance
Offer a range of discounts on products and shopping
M&S is a leading retailer with a strong brand heritage, extraordinary colleagues and customers who want to see us succeed. The key to our transformation and long-term sustainability is our commitment to the belief that behaviour drives business success and employee engagement.
Our Colleague Services Team are looking for an enthusiastic, innovative, engaging and adaptable Learning & Development Associate with a strong customer ethos to join us. You’ll deliver an excellent L&D service to our Colleague Advisory Service Team, which is our HR contact centre, to consult and deliver the right learning solutions to enhance the capability of our people.
This role would suit a self-starter with bucketloads of contact centre L&D experience looking for a new adventure to consult and deliver effective learning solutions for a shared service centre. It’s a roll your sleeves up and get stuck in type of role with huge opportunity to make a significant difference. You’ll be reporting into the Head of Colleague Advisory Service, and have great support from the L&D Team, to define the scope and enable learning provision for our Colleague Advisory teams.
About the role
Your key accountabilities include:
Work with key members of the Team to determine learning requirements, methods of delivery, evaluate impact of learning and support sustainability of learning in the workplace. You’ll be making every penny count and measure the impact effectively
Able to anticipate learning needs based on centre activity and manage this plan accordingly
Deliver the agreed L&D plan to timescales and quality expected. You’ll own it and get it done for our Colleague Advisory Service
Work collaboratively across the wider support centre to ensure a seamless L&D provision, demonstrating a customer centric approach
Facilitate technical, colleague and management development training within the centre aligned to the wider centre business plan to the required standard and impact
Provide coaching and support for key roles within our Colleague Advisory Service
Build strong relationships with Team Leaders and Managers to providing a consultative approach with understand the capability of their Teams and identify learning needs,.
Promote blended / self-learning options to Colleague Services
Ensure robust reporting is in place linked to attendance and impact of training solutions.
Complete, short, medium-and long-term course evaluation, always having a commercial eye on the value of any development
Keep up to date with best practices and training methods through internal and external networking, ensuring the training delivered is professional, motivating and delegates are able to achieve the maximum learning
Identify and progress own areas for personal development
About you
Your skills and experience will include:
An engaging communicator, with excellent facilitation skills
Able to build effective relationships and manage key members of the Team
Detailed understanding of the psychology of learning, current learning theories, contact centre environment learning provision and evaluation methods
Experience in designing and delivering best in class learning technology to embed self-led learning (full training cycle)
Digital savvy and embraces new technology. Curious to investigate new opportunities to introduce digital technology
Commercial acumen with an understanding of the operational levers which drive success in the organisation
Good use of Microsoft applications incl. Excel, Word, PowerPoint to create learning content.
Some experience of designing digital learning using a rapid authoring tool (Articulate would be an advantage)
Excellent verbal, written communication and time management skills
Ability to work at pace and with agility. Proactive to the needs of the centre and people readiness
Communicates openly and honestly at all times and encourages others to do the same in line with the M&S behaviours
Able to take accountability of their role, taking intelligent risks and learns from their mistakes
Oct 18, 2019
Job - Full time
M&S is a leading retailer with a strong brand heritage, extraordinary colleagues and customers who want to see us succeed. The key to our transformation and long-term sustainability is our commitment to the belief that behaviour drives business success and employee engagement.
Our Colleague Services Team are looking for an enthusiastic, innovative, engaging and adaptable Learning & Development Associate with a strong customer ethos to join us. You’ll deliver an excellent L&D service to our Colleague Advisory Service Team, which is our HR contact centre, to consult and deliver the right learning solutions to enhance the capability of our people.
This role would suit a self-starter with bucketloads of contact centre L&D experience looking for a new adventure to consult and deliver effective learning solutions for a shared service centre. It’s a roll your sleeves up and get stuck in type of role with huge opportunity to make a significant difference. You’ll be reporting into the Head of Colleague Advisory Service, and have great support from the L&D Team, to define the scope and enable learning provision for our Colleague Advisory teams.
About the role
Your key accountabilities include:
Work with key members of the Team to determine learning requirements, methods of delivery, evaluate impact of learning and support sustainability of learning in the workplace. You’ll be making every penny count and measure the impact effectively
Able to anticipate learning needs based on centre activity and manage this plan accordingly
Deliver the agreed L&D plan to timescales and quality expected. You’ll own it and get it done for our Colleague Advisory Service
Work collaboratively across the wider support centre to ensure a seamless L&D provision, demonstrating a customer centric approach
Facilitate technical, colleague and management development training within the centre aligned to the wider centre business plan to the required standard and impact
Provide coaching and support for key roles within our Colleague Advisory Service
Build strong relationships with Team Leaders and Managers to providing a consultative approach with understand the capability of their Teams and identify learning needs,.
Promote blended / self-learning options to Colleague Services
Ensure robust reporting is in place linked to attendance and impact of training solutions.
Complete, short, medium-and long-term course evaluation, always having a commercial eye on the value of any development
Keep up to date with best practices and training methods through internal and external networking, ensuring the training delivered is professional, motivating and delegates are able to achieve the maximum learning
Identify and progress own areas for personal development
About you
Your skills and experience will include:
An engaging communicator, with excellent facilitation skills
Able to build effective relationships and manage key members of the Team
Detailed understanding of the psychology of learning, current learning theories, contact centre environment learning provision and evaluation methods
Experience in designing and delivering best in class learning technology to embed self-led learning (full training cycle)
Digital savvy and embraces new technology. Curious to investigate new opportunities to introduce digital technology
Commercial acumen with an understanding of the operational levers which drive success in the organisation
Good use of Microsoft applications incl. Excel, Word, PowerPoint to create learning content.
Some experience of designing digital learning using a rapid authoring tool (Articulate would be an advantage)
Excellent verbal, written communication and time management skills
Ability to work at pace and with agility. Proactive to the needs of the centre and people readiness
Communicates openly and honestly at all times and encourages others to do the same in line with the M&S behaviours
Able to take accountability of their role, taking intelligent risks and learns from their mistakes
We’re TalkTalk, a challenger brand in the world of Broadband, Phone and TV. Our job is to bring the best value connectivity, to everyone. We believe every customer matters, so we offer products and services that are simple, affordable, reliable and fair.
We’ve created a working environment where you can be yourself and give your all. You’ll be called on to out-think the competition and work closely with your colleagues to come up with new ideas and deliver great results for our customers. This is your chance to make a difference, and great performance will take you far. It won’t always be easy, but it’s always exciting and it promises great opportunities for you, and our business, especially if you’re ready to stand for something.
The Group Change represents change management into one central function. The team shape and deliver change across TalkTalk, acting as a trusted supplier of expertise and delivery excellence to residential and business customers.
The PMO is responsible for assuring project delivery to best practice quality standards ensuring alignment to TalkTalk strategic goals. The PMO play a key role in monitoring and assuring delivery providing visibility of critical information for decision making.
The PMO Analyst plays a key role in facilitating smooth delivery of Priorities, Programmes and Projects. Providing senior stakeholders full visibility and tracking of delivery while ensuring that the Change team adhere to the Change Framework and maintain a high quality of delivery.
The PMO Analyst will play a key role within the function, and will be:
Accountable for running PMO capability and Programme infrastructure in priority Programmes to align to the business delivery plan.
Assess and guide all change that is initiated within a portfolio, running forums to build awareness to support shape the change prior to directing via the most appropriate approval channel acting as a customer advocate.
Align PMO activity for the Programme/s, in line with the Change Framework for organisational and operational level change:
Risks, issues, dependencies
Programme MI
Programme financial management
Programme governance
Maintain standards of quality including gates and change control
Training and coaching Project Managers
Scope Management and Change control
Manage Project reporting; ensuring submission and quality of data from Project Managers & Business Leads providing data insights to enable improved demand v capacity planning and support Business Planning activities.
Support Portfolio Directors & Programme managers in preparing for key meetings (e.g. SteerCo's) by collating and presenting consistently formatted reports
Provide strategic and tactical support to Exco and Exco Direct Reports by being responsible for the delivery of PMO mechanisms and the group wide Change Framework.
Manage Programme capex budget and cost tracking; which may include raising and receipting PO's
Tracking Programme resources across facilitating Resource Management reviews
Owning the Programme(s) risk, change, decision and action log
Support planning activities and tracking level 0 milestones to identify areas of conflict, congestion and risk.
Provide solution proposals and recommendations to ensure successful change delivery with customers and operational teams at our heart
Lead on ad-hoc requests for information and queries on behalf of the Programme team
Work in line with the central Group Change project framework and support the Programme(s) adopt central tools and processes
Adhere to the Change Framework and ISO:9001 requirements where relevant.
Continuously improve Programme and Project governance standards through improvements to methods and templates and through training
Behaviours
Display problem solving acumen; take ownership of issues and seek to drive to resolution.
Demonstrate a positive ‘can-do’ attitude’ and contribute to an energetic and motivated team environment.
Focus on the customer to ensure solutions remain true to the objective of delivering great service.
Demonstrate key leadership skills and act decisively in critical situations
Exhibit a keen eye for detail and strong analysis skills to identify interdependency and trends.
Must have skills and experience
1-3 Years PMO Experience
PMO certification
Ability to build strong relationships
Excellent interpersonal skills/relationships
Advanced MS Office skills
Financial understanding of tracking budgets
Be Grea to also have
Industry knowledge in one of the following industries: Telecoms, IT, Media, Technology
Experience of project planning
Project Management skills
The Benefits
We value the importance of recognising and rewarding our colleagues at TalkTalk. As well as providing a great range of core benefits such as annual bonus, a company pension scheme and private medical insurance, we also:
Embrace flexible working
Support you to achieve your career goals
Offer income protection and life assurance
Offer a range of discounts on products and shopping
Sep 13, 2019
Job - Full time
We’re TalkTalk, a challenger brand in the world of Broadband, Phone and TV. Our job is to bring the best value connectivity, to everyone. We believe every customer matters, so we offer products and services that are simple, affordable, reliable and fair.
We’ve created a working environment where you can be yourself and give your all. You’ll be called on to out-think the competition and work closely with your colleagues to come up with new ideas and deliver great results for our customers. This is your chance to make a difference, and great performance will take you far. It won’t always be easy, but it’s always exciting and it promises great opportunities for you, and our business, especially if you’re ready to stand for something.
The Group Change represents change management into one central function. The team shape and deliver change across TalkTalk, acting as a trusted supplier of expertise and delivery excellence to residential and business customers.
The PMO is responsible for assuring project delivery to best practice quality standards ensuring alignment to TalkTalk strategic goals. The PMO play a key role in monitoring and assuring delivery providing visibility of critical information for decision making.
The PMO Analyst plays a key role in facilitating smooth delivery of Priorities, Programmes and Projects. Providing senior stakeholders full visibility and tracking of delivery while ensuring that the Change team adhere to the Change Framework and maintain a high quality of delivery.
The PMO Analyst will play a key role within the function, and will be:
Accountable for running PMO capability and Programme infrastructure in priority Programmes to align to the business delivery plan.
Assess and guide all change that is initiated within a portfolio, running forums to build awareness to support shape the change prior to directing via the most appropriate approval channel acting as a customer advocate.
Align PMO activity for the Programme/s, in line with the Change Framework for organisational and operational level change:
Risks, issues, dependencies
Programme MI
Programme financial management
Programme governance
Maintain standards of quality including gates and change control
Training and coaching Project Managers
Scope Management and Change control
Manage Project reporting; ensuring submission and quality of data from Project Managers & Business Leads providing data insights to enable improved demand v capacity planning and support Business Planning activities.
Support Portfolio Directors & Programme managers in preparing for key meetings (e.g. SteerCo's) by collating and presenting consistently formatted reports
Provide strategic and tactical support to Exco and Exco Direct Reports by being responsible for the delivery of PMO mechanisms and the group wide Change Framework.
Manage Programme capex budget and cost tracking; which may include raising and receipting PO's
Tracking Programme resources across facilitating Resource Management reviews
Owning the Programme(s) risk, change, decision and action log
Support planning activities and tracking level 0 milestones to identify areas of conflict, congestion and risk.
Provide solution proposals and recommendations to ensure successful change delivery with customers and operational teams at our heart
Lead on ad-hoc requests for information and queries on behalf of the Programme team
Work in line with the central Group Change project framework and support the Programme(s) adopt central tools and processes
Adhere to the Change Framework and ISO:9001 requirements where relevant.
Continuously improve Programme and Project governance standards through improvements to methods and templates and through training
Behaviours
Display problem solving acumen; take ownership of issues and seek to drive to resolution.
Demonstrate a positive ‘can-do’ attitude’ and contribute to an energetic and motivated team environment.
Focus on the customer to ensure solutions remain true to the objective of delivering great service.
Demonstrate key leadership skills and act decisively in critical situations
Exhibit a keen eye for detail and strong analysis skills to identify interdependency and trends.
Must have skills and experience
1-3 Years PMO Experience
PMO certification
Ability to build strong relationships
Excellent interpersonal skills/relationships
Advanced MS Office skills
Financial understanding of tracking budgets
Be Grea to also have
Industry knowledge in one of the following industries: Telecoms, IT, Media, Technology
Experience of project planning
Project Management skills
The Benefits
We value the importance of recognising and rewarding our colleagues at TalkTalk. As well as providing a great range of core benefits such as annual bonus, a company pension scheme and private medical insurance, we also:
Embrace flexible working
Support you to achieve your career goals
Offer income protection and life assurance
Offer a range of discounts on products and shopping
What do I need in order to deliver in this role?
Must-have:
A passion for testing
Good written and verbal communication
Good problem solving skills
Good Understanding of Testing Processes
Be great to also have:
Degree or equivalent
Understanding of Telecoms products and services
Experience of software development
Experience of Waterfall and Agile models
Experience of automation technologies
Experience of testing Frameworks
Understanding of SDLC Knowledge of SOAPUI/Postman
Jul 16, 2019
Job - Full time
What do I need in order to deliver in this role?
Must-have:
A passion for testing
Good written and verbal communication
Good problem solving skills
Good Understanding of Testing Processes
Be great to also have:
Degree or equivalent
Understanding of Telecoms products and services
Experience of software development
Experience of Waterfall and Agile models
Experience of automation technologies
Experience of testing Frameworks
Understanding of SDLC Knowledge of SOAPUI/Postman
