Project Description
Job Description Summary
Working within the TV Technology team, this role is key to the continuous improvement of TalkTalk processes to ensure performance and availability standards are achieved for the TV service.
Job Description
- Analysis of TV service data from a variety of source (tech calls, complaints, forums, etc).
- Trend analysis of new and existing faults providing assurance after each release to track and measure benefits as well as proving
- Prioritise most impactful issues by working with stakeholders across business functions
- Identify root cause of issues with subject matter experts across TalkTalk.
- Identify corrective actions with teams across TalkTalk.
- Ensure call centre teams are fully aware of issues, and processes are updated as new information appears.
- Feedback new requirements into development teams to improve customer service levels.
- Review and improve reporting and processes around logistics and supply chain.
- Assist in fraud investigations within the TV team
- Handle High-Level complaints from Online Community, CEO Office to successful resolution of customer issue
- Act as Resolver Group for Tier3 Support Tickets, orchestrating fixes with Technical Operations owners.
- Provides monitoring and post-deployment analysis for TV releases, identifying and prioritizing and resultant defects
About Us
We are TalkTalk.
You might know us as the UK’s top value-for-money provider of phone, broadband, TV and mobile for people at home and at work. You might be one of our five million customers across the UK. But there’s lots you probably don’t know about us.
Thanks to our founder, Sir Charles Dunstone, we like to shake things up.
We are after all sorts of good people at TalkTalk.
Thinkers, problem-solvers, sales people, techies. But most of all jugglers – people who are excited by a variety of different challenges.
Perfect for the go-getter, the innovator, the creative thinker and the problem solver enjoys daily challenges and frantic pace. We want people who can adapt quickly and enjoy coming up with new ideas and seeing them through.