ICE – Solutions Hub Officer

Home Jobs ICE – Solutions Hub Officer (London)

The Solutions Hub is a department that seeks to resolve internal or external queries as quickly as possible. It is made up of two teams – Service Desk and Complex Service Solutions.

The Service Desk acts as a first point of contact for all ICE queries and incidents, whether they are internal or from external customers. The team tries to resolve as many as possible as ‘first touch resolution’ before triaging the query to the relevant department if specialist assistance is required.

The Complex Service Solutions team (CSS) responds to as many external customer queries as possible that Service Desk are unable to answer. The main goal of the team is to prevent too many queries reaching other departments, where they can disrupt standard day-to-day business. The team therefore tries to become experts across various business areas and respond directly to external customers.

The team also tries to identify common root causes that are leading to queries and endeavours to propose solutions that will ultimately prevent their repeat occurrence.

The Solutions Hub Officer role sits within the CSS team and provides support to the Complex Service Solutions Managers in identifying, managing, resolving and implementing resolutions to specific customer queries that require an increased level of technical or analytical expertise, or ICE specialist knowledge.

Reporting to the Head of Complex Solutions, the role provides support to the team in measuring, monitoring and tracking queries for society and publisher customers and developing and delivering full comprehensive reporting of such. It also plays a key part in improving customer experience and ensuring that ICE learns lessons to improve & future-proof processes.

This role also provides regular and extensive support to the Service Desk team and therefore involves handling internal queries where required. Further to this, it works collaboratively with other business areas and supports the other customer-facing teams in providing technical and detailed knowledge on specific customer service failures or queries in meetings. As such, a good level of ICE, customer and/or industry knowledge is required, as are data skills (a solid foundation is required, and this will be developed within the role).

The role is fundamental in maintaining and improving customer confidence levels in the capability of ICE and therefore the incumbent will need to have a strong desire and drive to improve first touch resolution, identify root cause issues and support the improvement of ICE service offerings.

The ideal candidate will share the team’s dedication to embracing challenging requests, deriving satisfaction from their resolution and delivering best-in-class service to ICE’s customers.

• Provide extensive support to the CSS team in the resolution of complex customer queries, investigations and issues.
• Be the first point of contact for all external customer queries where copyright investigation is central to the resolution.
• Resolve queries using an analytical and data-driven approach to ensure detailed investigations are completed and solutions documented to the highest standard.
• Work with the Head of Complex Solutions and wider CSS team to identify potential solutions and proactively input into initiatives to improve all deliverables on complex queries.
• Undertake an extensive training programme with Service Desk to gain an in-depth knowledge and understanding of their activities & responsibilities and actively cover for that team whenever required.
• Assist with the creation of clear guidance documentation for all relevant query handling practices and processes, to ensure that first touch resolution can be maximized within both the CSS and Service Desk teams.
• Act as a business partner to Customer Relationship Managers at meetings with customers, providing detailed updates on incidents and complex query investigations.
• Use a Root Cause Analysis approach to ensure all incidents and their impacts are documented professionally, communicated appropriately and the reasons for these are understood and…