Incident and Problem Manager

£30,000 - £33,000 per year
Co-operative House

About the Role:

Coop Midcounties are looking for a Incident and Problem Manager to join our society. We’re a multi-business group operating in Food Retail, Childcare, Funeral-care, Travel, Post Office, Pharmacy and Utilities, meaning you will get a breadth of multi-sector experience in a complex and fast-moving organisation. No two days will ever be the same! 

At Midcounties, you will be part of business that puts people at the heart of everything they do. 

What makes us different? The money you help us make is returned to our members and communities. We are a cooperative which means we share a third of our profits to our members and invest a third in our community support initiatives. In a profit-driven world, we are the difference.

We’re proud to be owned by our members, and we’d love to be owned by you.
About the role: 
The Incident & Problem Manager will lead the management and reporting of all Incidents. The individual shall take command during Major Incidents and is accountable for the effective management of all Problems within GTO & Problems impacting more than one functional area. The individual shall identify Problems, together with driving through remedial work to resolve the Problem. The individual shall drive a programme of continuous improvement in Incident and Problem Management.
The post holder shall:
  • Lead a rapid and effective response to incidents including escalation, follow-through, communication, communication of workarounds, or resolution advice and closure
  • Coordinate all activities required to respond to incidents in compliance with SLAs and OLAs
  • Drive a programme to improve customer service and improve the CLI scores in CIT
  • Design, deliver and embed process improvements in Incident and Problem Management
  • Manage Problems to ensure that these are diagnosed and managed effectively and to consistent quality standards.
  • Effectively manage Problems within GTO and Problems impacting more than one functional area
  • Take command in the event of a Major Incident and undertake post Incident Reviews. Ensure revolving processes are followed to engage all parties in the delivery of resolution and Root Cause Analysis for all major incidents.
  • Ensure that Service Level agreements for all incidents across all teams are met
  • Interrogate data for trends; define and deliver actions required from this trend analysis
  • Produce management reports and analysis of the data for Problems and Incidents

Additionally, all employees are expected to work within the terms of their contract of employment and adhere to Society policies and procedures.

About You:

  • Minimum of 3 years customer interface experience
  • Able to demonstrate success in service improvement activities
  • Gravitas to influence and matrix-manage non-direct reports within the wider IT team
  • ITIL v3 foundation certification (minimum) and applied ITIL in the working environment
  • Assisting with the management of IT costs – how can we be better, simpler and cheaper?
  • Minimum of 3 years’ experience of working on a Service Desk at a senior level 
  • Data Analysis Experience or use of Statistic Reporting
  • Knowledge and use of Call Handling Software
  • Knowledge and use of Service Levels 

Why Join Us?

Joining a multi-sector business means you would get benefits from a range of different areas:
  • Opportunities to work across all our trading groups – food retail, childcare, funeral, travel, utilities, post office, pharmacy 
  • Rewards from a range of business groups including food store discounts, childcare discounts, travel holiday discounts and more! 
  • 3 volunteering days per year to help a community cause of your choice
  • Annual share of profits
  • Competitive salary 
  • Competitive pension contribution
  •  Free onsite parking
Apply now to be part of Co-op Midcounties! 

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