Incident Manager
Havant, England
1d ago

Job Title : Incident Manager

Location : Havant, Hampshire

Salary : £35,147 - £46,418 depending on skills and experience

Permanent Full Time Hours with flexible working patterns available

The Role

The main role of the Problem Manager is to take a problem within our Retail Telecoms business or a 3rd party and work out a solution that will have the smallest impact on the business, customers and staff.

You'll be responsible for ensuring all tactical and strategic activity within Telco Customer Service is in line with our KPIs.

You'll do this by analysing and monitoring operational activity with a focus on reducing processing errors, complaints and increasing customer satisfaction.

You'll have 4 Technical Support staff in your team and you'll work together concentrating on increasing efficiency through analytical problem management.

You'll also manage service improvement plans through our service management forums and pro-actively increase quality and reduce the cost to serve where possible.

This will be done by building and maintaining the correct Problem Management process and ensuring this is being managed correctly and competently with all key stakeholders, from our Retail Telecoms team to our suppliers.

Alongside your day to day responsibilities to your SSE people, a core part of the role will be to manage your own workload and that of the team and when necessary working under pressure to support all external partners and external resources and vendors whilst communicating problems effectively with minimal impact and root cause eradication.

Your Skills and Experience

Wed ideally like you to have knowledge of the Retail Telecoms industry for phone and broadband, with a thorough understanding of obligations and change management.

Experience of working with third parties will be key and the ability to manage relations with many internal and external stakeholders at all levels.

Wed also like you to chair meetings and workshops with external suppliers so strong communication skills will be important.

Wed like for you to have experience in understanding and managing business impacts and resolution for telecoms along with experience of delivering quality in a best practice, process driven, service orientated framework.

This role can be pressured at times but if you've got experience of prioritising your work and working to tight timescales it'll be an environment your used to.

Our Company

Our Retail business is a market leader in supply of electricity and gas and in other energy-related services such as telecoms, broadband and boiler cover.

We supply energy under our brands : SSE, SSE Scottish Hydro, SSE Southern Electric and SSE SWALEC in the Great Britain market.

At SSE, we're committed to giving you excellent customer service and treating you fairly; we want to make life easier for you, find ways of saving you money, and be on hand to help when you need us the most, that's our customer promise.

Our Benefits

  • We have an excellent benefits package as part of our offering. Here's a few highlights;
  • Generous holiday allowance (you can even buy additional holidays)
  • Great share plans
  • Group Pension Plan
  • One day paid volunteering
  • Tailored internal development opportunities
  • Next Steps

    Just click the Apply button to submit your application, it doesn't take long.

    Closing date for applications is : 25th July 2019

    For more information about this role, or to discuss any adjustments you require to submit your application please get in touch via

    This vacancy is open to internal and external candidates. If you're internal, please notify your line manager before you submit your application.

    If you're successful, well conduct some pre-employment checks.

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