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Head of Helpdesk
Job Description
Role Overview
Our client is currently in the market for a Head of Helpdesk to come and join their busy team! The successful candidate will support the Helpdesk agents, ensuring that resources are optimally deployed, and act as the point of escalation for clients as well as manage the escalation of challenging tickets that require additional technical input from other teams.Responsibilities
- Providing overflow assistance to clients via phone, webchat, and email
- Manage the escalation process for tickets that require technical input
- Conduct refresher training sessions for our clients and provide training for newly onboarded contractors (both over the phone and online)
- Manage team resources to identify busy periods on phone, email, and chat
- Identify opportunities for software automation to reduce support intervention where unnecessary
- Act as an escalation point of contact for unsatisfied customers
- Direct line management of 6 individuals in the Customer Support team (which may expand)
- Assist the team in investigating and documenting live bugs and issues to be escalated
- You will work on becoming a Super User for all our products (training will be provided)
- Ensure the team is up to date on their product knowledge, and document troubleshooting guides as necessary for new features
- Monitor, measure, and manage team performance to meet client SLA and company KPIs via Zendesk reports
- Escalate large client projects to the customer success or implementation team
- Adhere to our ISO 27001 guidelines to safeguard our brand.
Requirements
- Excellent written and verbal communication – you will be in control of the public voice of the company to our customers
- Data management and analysis skills, such as use of Excel
- Quick and avid learner (and continue to learn) new software quickly.
- Experience in a Leadership role – you need to be able to delegate complex issues and explain, coach and train the team to investigate and resolve problems themselves
Benefits
- Competitive salary and performance-based bonuses
- Comprehensive health insurance coverage
- Generous vacation and paid time off
- Retirement savings plan with company match
- Professional development opportunities and training programs
- Flexible work schedule and remote work options
- Fun and inclusive company culture with regular team events
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Role Overview
Our client is currently in the market for an experienced DevOps Manager to lead and build a new DevOps team, responsible for overseeing the deployment, maintenance, and support of our software applications to ensure an excellent user experience for our customers.Benefits
Paid Time Off:- 25 days holiday allowance, ensuring you have ample time to relax and recharge.
- Your birthday off to celebrate and enjoy a special day.
- Holiday purchase scheme to give you the flexibility to tailor your time off.
Hybrid and Remote Work Options:
- Totally remote working for those who prefer the flexibility of working from anywhere in the UK.
- Choice of two offices (Maidenhead and Newcastle upon Tyne) for employees who prefer a hybrid setup, combining office and remote work.
Financial Security:
- Generous company pension plan to help secure your future.
- Sick pay to support you during unforeseen circumstances.
- Death in service benefit, providing peace of mind to your loved ones.
Learning and Development:
- Access to a range of courses for personal and professional growth, empowering you to reach your full potential.
Health and Wellbeing:
- Reimbursement for routine health treatments, including dental, opticians, and health screenings.
- 24/7 access to online private GPs, ensuring you can seek medical advice anytime, anywhere, with a worldwide prescription delivery service.
- A wealth of well-being content in various formats, offering everything from meditation to yoga, promoting a healthy work-life balance.
- Thousands of discounts on everyday purchases, covering popular retail stores, days and nights out, gym memberships, and online workout classes.
- At our client's company, they believe in fostering a positive and supportive work environment. Their benefits package is designed to prioritise your well-being, professional growth, and work-life balance, regardless of your work style preferences. Whether you choose a hybrid or remote setup, they are committed to providing you with the tools and resources needed to thrive both professionally and personally.
Responsibilities
- Lead and manage the DevOps team, offering guidance, mentorship, and remaining hands-on.
- Manage and maintain the application infrastructure, including cloud-based services (Microsoft Azure & some AWS), servers, databases, and networks.
- Design, implement, and manage software deployment processes, including Continuous Integration and Continuous Deployment (CI/CD) pipelines.
- Collaborate with development and support teams to monitor environment security, performance, and reliability, proactively implementing improvements.
- Ensure system security and compliance by following best practices and standards, including timely testing and deployment of security patches.
- Collaborate with development teams to identify and resolve issues, implement new features, and enhancements.
- Develop and maintain documentation for systems and processes.
- Stay updated with industry trends and technologies, suggesting new tools and methodologies to improve software delivery.
- Manage release guidelines, scheduling release windows, and related activities.
- Ensure timely and smooth project deployment within timelines, budget, and requirements.
- Oversee risk management of environments and deployment processes, providing guidance to mitigate potential risks. Participate in technology and design discussions.
- Identify opportunities for automating build, pipeline, and deployment processes and advocate for automation.
- Provide technical support for testing, staging, and production environments.
- Accurately track projected and actual costs for environments, ensuring value for money and being accountable for the hosting budget.
- Own, test, and update the disaster recovery plan with detailed RTO and RPO targets.
Requirements
- Expertise in developing, deploying, and managing CI/CD pipelines, along with proficiency in tools such as GitHub, Jira, etc.
- Excellent knowledge of core networking technologies, including routing, firewalls, DMZ's, encryption, and VPN.
- Ability to create technical plans, provide accurate work estimates, and manage multiple tasks and projects with attention to detail.
- Experience and expert-level knowledge of Source Code Management, Configuration Management, CI/CD, Continuous Testing / Automation, and Continuous Monitoring.
- Effective communication skills, both face-to-face and in writing, with the ability to listen carefully and guide teams toward optimal solutions.
- Familiarity with development, likely to have previously worked as a developer.
- Knowledge of scripting and automation tools, such as Bash, Python, and PowerShell.
- Good understanding of database administration, specifically Microsoft SQL Server and/or MySQL.
Role Overview
Out client is currently in the market for an eLearning Editor to come and join their busy team! The successful candidate will be responsible for support the eLearning projects by liaising with clinical leads and authors, copyediting, proofreading and uploading to the eLearning platform.Responsibilities
- Formatting and editing of eTutorials and articles for preferred style, syntax, and medical/scientific accuracy. These modifications will be made to live online tutorials, so must be 100% precise.
- Uploading new eTutorials to the website, maintaining strict version control and adhering to the editorial guidelines.
- Integration on the platform of the model answer tool, ensuring that all model answers are transferred across from the previous platform.
- Working independently to design and produce eLearning elements for eTutorials using specialized software such as Adobe Illustrator and Adobe Captivate.
- Covering the eLearning support desk in the absence of the eLearning administrator.
- Assisting the eLearning Managers with designing and producing promotional materials for resources.
- Collaborating with internal colleagues in the Meetings, Finance, Marketing, and AV teams, as well as external stakeholders, regarding the development of online resources.
- Acting as a substitute for the eLearning Manager when necessary.
- To provide assistance to the eLearning Managers and Head of Education Innovation, working independently as required.
- Supporting the team to enhance our internal processes and update Standard Operating Procedures (SOPs).
- Undertake any other duties related to the job purpose which may be necessary in the work of the team.
Requirements
- Excellent communication skills both written and verbal
- Proven skills in using MS Office applications particularly Word, Outlook and Excel
- Inter-personal skills and a customer-oriented, ‘can-do’ and friendly approach
Role Overview
Our client, a leading health sector company, is seeking Experienced Test Engineers to join their innovative team, dedicated to improving patient outcomes and experiences through cutting-edge technology. The successful candidate will be responsible for carrying out manual and automated testing of the applications, including regression testing of new releases of both Salesforce and associated apps.Responsibilities
- Working closely with developers, product, and business owners to guarantee quality.
- Collaborate with a range of third parties such as digital agencies to ensure a one-team efficient and successful testing regime.
- Reviewing user stories/requirements and working with team members and the business users to provide feedback.
- Creation of test cases, test data and designs using tools such as TestRail, Xray, or Zephyr
- Carry out testing as per the defined procedures using tools such as Selenium, Katalon, or TestCafe
- Participate in walkthroughs of testing demos!
- Continuous improvement and refinement of automation scripts to be run pre/post Salesforce and other third-party application upgrades using tools such as Jenkins, CircleCI, or similar.
- Raise and support issues and defects to their resolution using tools such as Jira, Trello, or similar.
- Support with investigating BAU issues
- Assess project risks, issues, and develop resolutions to meet productivity quality and delivery goals.
- Escalate test and/or release contention issues to the project teams.
- Ensure that test environments are maintained and remain ‘fit for purpose’ for the programme of project deliverables.
- Provide cover in the case of absence of the Test Manager
Requirements
- Must be ISTQB/ISEB certified in Software Testing
- Experience in automation and optimizing test suites using tools such as Selenium, Katalon, or TestCafe
- Experience using test management tools such as TestRail, Xray, or Zephyr
- Thorough knowledge and understanding of SDLC.
Role Overview
Our client, a leading health sector company, is seeking Experienced Test Engineers to join their innovative team, dedicated to improving patient outcomes and experiences through cutting-edge technology. The successful candidate will be responsible for carrying out manual and automated testing of the applications, including regression testing of new releases of both Salesforce and associated apps.Responsibilities
- Working closely with developers, product, and business owners to guarantee quality.
- Collaborate with a range of third parties such as digital agencies to ensure a one-team efficient and successful testing regime.
- Reviewing user stories/requirements and working with team members and the business users to provide feedback.
- Creation of test cases, test data and designs using tools such as TestRail, Xray, or Zephyr
- Carry out testing as per the defined procedures using tools such as Selenium, Katalon, or TestCafe
- Participate in walkthroughs of testing demos!
- Continuous improvement and refinement of automation scripts to be run pre/post Salesforce and other third-party application upgrades using tools such as Jenkins, CircleCI, or similar.
- Raise and support issues and defects to their resolution using tools such as Jira, Trello, or similar.
- Support with investigating BAU issues
- Assess project risks, issues, and develop resolutions to meet productivity quality and delivery goals.
- Escalate test and/or release contention issues to the project teams.
- Ensure that test environments are maintained and remain ‘fit for purpose’ for the programme of project deliverables.
- Provide cover in the case of absence of the Test Manager
Requirements
- Must be ISTQB/ISEB certified in Software Testing
- Experience in automation and optimizing test suites using tools such as Selenium, Katalon, or TestCafe
- Experience using test management tools such as TestRail, Xray, or Zephyr
- Thorough knowledge and understanding of SDLC.
Role Overview
Our client is currently in the market for a Technical Architect to come and join their busy team! The successful candidate will competent in using a range of languages/software’s to support the company that's changing the way software development is approached. The role will require working with coding and tools to ensure best practices are followed and code quality gates are achieved.
Responsibilities
- Inspire our network of developers to use and understand the Builder platform and tooling.
- Ensure code quality and best practices are followed across all assigned projects.
- Identify process improvement areas and drive innovation in automating parts of the SDLC.
- Assist with capturing technical customer requirements and presenting solutions to enterprise customers.
- Act as the final checkpoint for new developers joining our platform.
Requirements
- Proven experience with a wide range of web, backend, or mobile technologies
- Competency in one of the following languages: Ruby, React, React Native
- A proven track record of designing scalable and maintainable technical solutions.
- Experience coordinating development efforts across multiple managing projects in parallel.
- Experience working with offshore/outsourced developers across different time zones.
- Experience with creating documentation, unit tests, integration tests, security, and load tests.
- Solid understanding of GitOps principles.
Benefits
- Performance-based bonus to motivate you to achieve more.
- Employee Stock Option Plan that gives you the opportunity to own a part of the company.
- Private health plan to keep you healthy and happy.
- 26 days of holiday to relax and recharge.
- Hybrid and remote working options that provide flexibility and work-life balance.
Role overview
Our client is currently who operates in the financial services industry in the market for a Senior Data & Systems Administrator to come and join their busy team! The successful candidate will support the wider team objective of providing exceptional quality administrative support as well as ensuring the effective use of corporate reporting systems, working on automation and tech development, alongside establishing and monitoring data management/monitoring practices.
ResponsibilitiesUpkeep and enhancement of the customer relationship management system, (Intelliflo Office (iO)):
- Collaborate with Group MI Manager on all adjustments and advancements with iO.
- Support with the: upkeep and system updates, automated assessments, data downloads and purification, Document Designer, system advancements and issue resolution.
- Supervise users (adding, revising, and eliminating).
- Back internal queries, delivering pertinent instruction and communication to the administrative teams, including, 'clinics' regarding the usage of the iO system.
- Supervise adherence to methods and precision/integrity of information and connections with iO along with other external systems & Providers.
Supplying coverage and assistance to the Group Management Information Manager and the team with the provision of precise MI reporting:
- Administration of Cash Matching Directory, such as: charge divisions, monthly FCI review, and initiation of annual regular preliminary charges.
- Handling new business - amassing, reporting, and resolving problems. Administration of Routine contributions/withdrawals spreadsheet.
- Handling information inquiries, which includes miscellaneous requests for data, supply of statistics for Advisers, and Investor-related undertakings.
Upkeep and enhancement of other external systems & Providers:
- Oversee rapport with DocuSign and Volume. Monitoring all maintenance and system updates, advancements, and issue resolution (including planned & unplanned downtimes).
- Oversee users, offering instruction, and addressing inquiries related to the administrative systems.
- Supervise technical development by means of exploring prospects to amplify efficiencies and/or reduce errors through system advancements, cooperating with the Operations Director and Director of Wealth Planning on suggested improvements.
- Communication and rapport management with providers on new agency applications, which includes: adding, revising, and removing users, training, inquiries, and supervising the Provider Agency List.
- In the aftermath of acquisitions, consultant hires, and other key initiatives, e.g., retirements/successions, direct iO/Volume data integration initiatives alongside the Operations Director and Group MI Manager.
- Support with the supply of data/systems initiation training for new central administration personnel, working side by side with the Administration Manager on planning, delivery, and ongoing enhancement of the curriculum.
- Assist with the arrangement and supply of data/systems upkeep, guidance documentation, and training for current administration personnel where suitable.
- Warrant the team stays in accordance with FCA and internal conformity procedures, confirming all customer records and information remain compliant and private.
- Notify the Senior Private Client Adviser of any suspicions of a grievance and follow suitable procedures within the complaints handling procedure (including Financial Crime reports and PII applications).
- Adhere to Anti-Money Laundering Procedures and follow the prerequisites of GDPR.
- Record and file all applicable correspondence.
Requirements
- Have 2-3+ years’ experience within the independent sector of the financial services industry, in a relevant operations role.
- Have 2-3+ years’ experience using Intelligent Office, or another industry recognised system, to a high level, with the ability to demonstrate a knowledge of the back-office functionality as well as the user administrative functions.
- Have excellent IT skills, being highly proficient in the use of Microsoft Office packages including at least intermediate Excel knowledge.
- Understanding of the needs of Financial Services teams and FCA rules and compliance.
Company & Role Overview
We are currently recruiting for 2 full time crown court clerk to join the team at the Crown Court with our client, The Ministry of Justice based in Central London. This is a fantastic opportunity to join an organisation that offers training and a great working environment. The key purpose of the role is to manage the courtrooms to ensure that cases are dealt with promptly in liaison with the judiciary, legal professionals and staff.
If you have strong legal background skills and have confidence in dealing with various stakeholders then this may be the role for you. Law Graduates will also be considered for this role.
Main Responsibilities
- Ensure that a comprehensive log is kept of representation order and that a judges report is available at all sentence hearings
- Accurately prepare case summaries for resident judge
- Ensure that applications for representation orders are checked and approved upon authorisation of the judge
- Undertake any allocated tasks as part of the role I.e. PA role to Judiciary when required; arranging marshalling and swearing in of Justices
- Ensure efficient through put of listed work in the allocated court room on a daily basis; giving appropriate support to judiciary and keeping the list office and other agencies fully appraised of developments
Requirements
- Someone with the ability to work within a team
- Strong communication skills (verbal and written)
- Competent user of Microsoft packages
- Excellent customer service
- Ability to work with people on all levels
- Team leading experience desirable but not essential
Role Overview
Our client is currently in the market for an Audit Senior Manager to come and join their busy team!The successful candidate will assume responsibility for conducting the examinations, working directly with the customer as well as aid the manager to oversee the examination group and oversee the examination procedure to guarantee our examinations are of exceptional quality.
Responsibilities
- Collaborate with the examination partner and be liable for the everyday administration of the examination division.
- Collaborate intimately with the examination overseer on technical concerns.
- Will possess personal examination collection of customers to administer (review planning, field work, and completion).
- Hold all Partners responsible for the examinations they approve.
- Make sure examinations are scheduled efficiently and reserved beforehand.
- Make sure examinations are accomplished and concluded before Partner approval.
- Take on the duty to elevate the quality of the client’s work and fulfil regulatory standards.
- Steer various firm undertakings, e.g., examination templates, personnel training schemes, training principles, etc.
- Developing, administering, and inspiring a team of technical personnel.
Requirements
- Qualified either ACCA or ACA
- High degree of technical knowledge, ISA and UK GAAP
- Educated up to degree level or CTS
- At least 4/6 years post qualification experience working in audit
- Experience in managing a team
- Working knowledge of firm services, issues regarding advice, and regulation and compliance, including anti-money laundering
Role Overview
Our client is currently in the market for a Paid Media Specialist to come and join their busy team! The successful candidate will be accountable for developing and executing efficient paid media campaigns that foster customer acquisition and revenue growth by optimizing the companies paid and organic channels.Responsibilities
- Assisting the Head of Digital in gathering data and scrutinizing performance.
- Contributing to and implementing an effective cross-channel digital acquisition strategy.
- Generating website traffic with a data-driven test & learn approach.
- Deducing insights on targeting, strategy, and performance.
- Effectively overseeing 3rd party digital agencies.
- Identifying novel digital channels and partners, including fresh affiliates, to optimize reach within our target audience.
- Displaying fluency in campaign performance data; persistently seeking optimization opportunities to stimulate conversions and expansion.
- Creating performance marketing reports
Requirements
- Bachelor's degree in marketing, advertising, or a related field.
- Minimum of 2 years of confirmed experience in performance marketing, retargeting, and paid digital channels is obligatory.
- Comprehensive comprehension and hands-on involvement in digital marketing channels like GA, Performance Max (Google Shopping, Google Search), Paid Social (Meta Business Suite, TikTok), Display, Affiliate Marketing.
- Exceptional understanding and expertise in Paid Social and PPC with verifiable outcomes.
- Proficiency in using Google Analytics, GA4, and data visualization tools (like Data Studio).
