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Project Manager - Business Analyst

Who are we?
First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across four franchises (Great Western Railway, South Western Railway, TransPennine Express and Avanti West Coast) and our open access operator (Hull Trains). We operate all types of passenger railways - intercity, commuter, regional and sleeper services.
We are continually seeking ways in which to improve the experience for our customers. Our newly formed Customer Contact Centre (FCC) will therefore use industry leading systems to deliver excellent customer service and ensure that requests are speedily and effectively resolved.

Our delivery teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, group bookings and assisted/special services, quality assurance and fraud prevention and detection and retails sales to individuals and corporates.

What will I be doing?
Reporting to the Head of IT Applications, the Business Analyst will take responsibility for consulting with internal customers and the wider group to discovery and design systems and solutions.

The role will enable our customer support teams to meet their customer service targets through your expert knowledge and specialist skills. Our teams are responsible for a variety of customer support matters which range from processing customer compensation claims to complaints handling, retail sales, quality assurance and fraud analysis.

Key Accountabilities :

  • Planning and scheduling several concurrent projects from inception through to completion, to a Scrum methodology working closely with the Scrum Master
  • Regular project reporting of status, risks, issues to FCC management and the wider FirstGroup
  • Facilitate in Agile stand-ups and clinics, working with the teams to prioritise work, and thinking laterally to resolve blockers, to ensure successful delivery to time and cost
  • Consulting with internal customers in First Customer Contact and the wider FirstGroup of companies, to identify, define and document business requirements via user stories and documenting operational process.
  • Be autonomous, where you will be a business figurehead in the build of solutions

What skills are required?
• A broad range of IT knowledge including infrastructure, security, and applications
• Understands intelligent automation technologies such as chatbots and AI in the context of Customer Contact Centres
• Sound understanding of digital landscapes
• Understanding and mapping user journeys
• Experience managing IT projects spanning multiple teams and business areas
• Experience in working in an Agile environment
• Strong written, verbal and visual communication skills
• Writing and refining user stories, including definition of Acceptance Criteria
• Facilitating discovery and design sessions with the to define requirements and the solution
• Ability to build and maintain good Client relationships
• Strong decision making and judgement, influencing, and presentation skills
• Service Cloud
• Amazon Connect
• Rail systems, such as but not limited to Fijistu Star, Journey Planner and Trenitalia PICO

Any knowledge of the either the Call Centre or Rail Industries would be advantageous

Sheffield city centre. Ten minutes' walk from Sheffield Station. Travel to other UK locations as appropriate.

Working Pattern
37.5 hours per week; some weekend working by exception.

Salary - £45K per annum

Close map
First Contact Centre, The Square Sheffield
2 Broad Street West, Sheffield, England, S1 2BQ
  • Ref:
  • Company:
    First Customer Contact Ltd
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    First Contact Centre, The Square Sheffield
  • Salary:
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