Service Lead - Networks Voice

We are thrilled to offer an exciting opportunity for a Service Lead - Networks Voice to join our Technology Services department and lead our Network Voice Support team. This team delivers crucial support for our Mitel based telephony services across Yorkshire Building Society and works closely with both our 3rd party telephony support partner, as well as other teams within YBS.

This is a hybrid role, where you can blend working from home, with office presence in our Leeds & Bradford offices, as well as working as part of an on-call rota 1 week in 4.

About the role

As Service Lead - Networks Voice, you’ll have the opportunity to lead the Voice team within our Colleague Platforms department. You will

• Line manage, coach & develop a team of 3 Network Engineers, developing internal capability to drive sustained commercial success

• Manage and lead in the planning and co-ordination of planned change/ maintenance activities across our telephony estate with internal and external resources

• Be the point of contact for incident/ problem triage and investigation, and drive continuous improvement from a technical and process perspective

• Oversee the work in our team following the correct Change Management process and governance, ensuring we adhere to ITIL principals

• Be the key point of contact for our 3rd party telephony partner, building the relationship and ensuring any issues are resolved swiftly

• Work with the product owner and 3rd party to agree the delivery roadmap around service improvements and upgrades, setting appropriate expectations around timelines

• Liaise with Change, Architecture, and IT teams to ensure that system design meets the current design standards, is appropriate for current architecture and meets future architecture and infrastructure requirements

About you

You’ll be a driven Team Leader who’ll take the lead with this critical service for our customers using your technical experience and stakeholder management skills. A track record in telephony support is essential for this role though we will invest in formal and on the job training to support continued development over time. In addition, you will have-

• A track record of developing and maintaining strong working relationships internally and externally

• Have good communication and collaboration skills, with the ability to tailor the level of detail appropriately to the audience

• Ability to consider users needs alongside the constraints of the system and/ or business capabilities to deliver the best possible user experience

• Ability to prioritise your own workload and get stuck in to help the team along with the drive and desire to develop a team of technically skilled individuals, ensuring their continued engagement and professional development

• Experience with Mitel Border Gateway, MiVoice Business, Mitel Contact Centre and Micollab and experience with other Telephony applications such as Redbox call recording, Calabrio Workforce Management, Eckoh IVR, Noetica Dialler would be advantageous

About us

At YBS we don’t have shareholders, we have members. We care about people and that includes you. So here, you’ll be respected for who you are, you’ll be able to bring your whole self to work, and you’ll have everything you need to build a long and rewarding career.

Flexibility. We offer a range of flexible working options without unsocial hours, which can help you find a healthy work-life balance. Whether it’s finishing early for an appointment or fitting your studies and hobbies in around your working hours, we can help make it work for you. We’re happy to talk flexible working and you can reach out to us anytime during the recruitment process to discuss this.

Development. We want you to feel challenged here. Whatever your ambitions, we’re committed to helping you develop your skills and move ahead in your career journey. From day one, we’ll set you up for success with a brilliant induction and full training plan, all designed to get you up to speed quickly.

Inclusivity. We’re passionate about creating an inclusive environment where everyone is welcome and able to be themselves. If you’ll go the extra mile to help our members, you’ll fit right in and feel you belong here.

About our Benefits

We offer lots of fantastic rewards that you can make the most of in and out of work, including:

• Holiday. You’ll get 25 days plus Bank Holidays, as well as the option to buy up to a further 5 days.

• Bonus. At YBS we work collaboratively and share in our success together, so when we reach our goals were all rewarded with an on target bonus of 7% of eligible pay (with the opportunity to earn up to a maximum 15%).

• Pension. We know how important it is to save towards the future, that’s why we’ll contribute up 11% into your YBS pension.

• Healthcare. Health and wellbeing are an important part of life at YBS, when you join us you’ll have access to a range of health benefits to suit your life including private medical insurance, dental and healthcare plans.

• My Benefits. When you join YBS you’ll have access to our self-service benefits portal, where you can access a range of retail, hospitality and health discounts.

Ready to apply?

If you’re excited about this role and want to be part of the YBS team, apply now to send us your application.

Want more information?

If you have any questions about this role, please contact Mike Peel on careers@ybs.co.uk