Job Description Company Careers| Systems Administrator | Hemel Hempstead The role: Systems Administrator Who does it report to: Operations Support Team Leader Where is it based: People Building No 2, Maylands Avenue, Hemel, Hertfordshire The hours: Monday – Sunday 37.5 hours - shift based rotation 6am-12am Company Customer Care is a global operation servicing a rapidly expanding customer base. The speed and quality of our Customer Care and the after-care experience is core to our brand proposition. Whilst being a global operation our promise to customers is that their experience will be personalised, friendly and feel local. Customer Care is a 24x7 operation, 365 days a year – it is a dynamic multi-lingual and multi-channel environment. The Role: We are looking for someone who can be our frontline support for any operational issues our customers and advisors have. You will drive resolutions and work with all areas of the business from Marketing, Buying and Merchandising to our Delivery Solutions and Logistics teams to get any issues resolved as quickly as possible and updating Customer Care at each stage. You will also help bring to life any Customer insights from Customer Care to support our Country manager’s management activity within their markets. Responsibilities include but are not limited to:   • Work closely with the Technology, Logistics, Marketing, Buying and Merchandising and Delivery Solution Teams to ensure that systems are up and working, orders go out correctly and are delivered on time. We work to identify if something has gone wrong, and support any issue to resolution.   • Ensuring that all contacts are captured and routed to the correct teams and individuals to support quick, easy and positive resolution for our customers – optimising the functionality available in ORN.   • Checking that all live feed data loads run correctly and are available to support customer query resolution and effective management of the operation.   • Making the most of opportunities to resolve queries en mass and ideally proactively most affected customers flagging an issue with us.   • Supporting the Implementation team after deployments of new functionality.   • Escalating and Co-ordinating Technology impacting incidents and working with Operational Stakeholders to roll out mitigating continuity opportunities to ensure that customer impact is minimal.   • Root cause and identify trends that are pain points for our customers at any stage of the customer journey. Working with the right department either within Customer Care or Wider Company to resolve.   • Collate and distribute customer impacting issue to the correct business areas, and ensure that they are resolved in a timely fashion.   • Using Oracle and Microstrategy to conduct deep dive activity and use large sets of customer and order data to provide insights to other areas of the business Experience   • Good systems experience including supporting configuration changes   • Oracle RightNow experience desirable   • Flexible approach to cope with a fast changing environment   • Experience of communicating with people across multiple sites at all levels of the business   • Proven ability to multi-task a number of sometimes conflicting priorities   • Knowledge and experience of working in a customer care operation   • Experience of working with stakeholders at all levels across the business Skills   • Strong Excel skills with the ability to manipulate the data we have into something meaningful for the business.   • Business analysis – ability to communicate clearly the dependencies on other systems and the implications of any proposed change on the way that people work within the operation (business processes)   • Ensures recommendations and decisions are based on factual information (not opinion)   • Effective time management and workload prioritization   • Self-motivated, flexible and able to adapt to changing circumstances   • Strong customer focus and willingness to promote service excellence within the team   • Ability to recognise when an issue is escalating and act on this in an appropriate way   • Excellent written and verbal communication skills with the ability to communicate well with staff at all levels   • Good time management and organisational skills   • Ability to make the right decisions under pressure   • Professional and committed approach to work   • Constructive approach to giving feedback and ideas to improve the customer experience If this sounds like the next step for you and you have all of the essential skills outlined above, then we'd love to hear from you!