Job Details
Leidos
Customer Knowledge Base & Issue Tracking Controller
Description
Job Description:
Are you ready for your next career challenge?
We are in search of a Knowledge Base and Issue Tracking Controller. A role has arisen within the Logistics Commodity Services Transformation (LCST) programme. This role is establish and leads a revised PMO with a £6.5bn programme with the Ministry of Defence.
Join a team committed to a Mission!
The Logistics Commodities & Services Transformation (LCST) Programme for the UK Ministry of Defence is a critical effort to enhance and improve the UK’s defence supply chain. The programme provides essential services such as storage and distribution for the MOD's materiel, including a global freight service and the procurement and inventory management of 70,000 commodity NATO Stock Number (NSNs).
Working together as Team Leidos we are helping to transform the UK's defence supply chain by providing an integration of a complex mixture of services, at low risk, using a modern suite of systems that will deliver one version of the truth. For the first time, the MOD will see the whole picture, as it is happening.
https://www.leidos.com/company/global/uk-europe/LCST
If this sounds like the kind of environment where you can thrive, keep reading!
What You’ll Be Doing :
The Logistics, Commodities and Services Transformation Programme (LCST) Knowledge Base and Issue Tracking Controller is a new role established to improve customer experience by maintaining and improving an effective source of web-based content to improve customer understanding of our services and developing an issue tracking solution to capture, allocate and manage high profile and/or complex customer queries / issues through to successful resolution.
Working within a new, close-knit team, the prime focus is to improve customer satisfaction.
Responsibilities:
Reports to the Senior Stakeholder Manager.
Create, improve and maintain high-quality content across the online TL Customer Knowledge Base (CKB), working closely with the management team to plan, research, create and share content.
Analyse traffic and user engagement metrics, reporting on results and impact to the wider team.
Create, improve and maintain a Customer Issues management system for capturing, scheduling, prioritising, and managing the resolution of customer concerns within Team Leidos.
Task appropriate business areas to respond to / resolve issues and queries, and monitor progress through to successful resolution.
Identify trends in customer issues and communicate across Team Leidos in order to inform the development of action plans to address underlying causes.
Build and maintain close working relationships with the Customer Relationship Management (CRM) team and Customer Service Desk (CSD) in order to understand emerging issues which could be addressed through CKB content.
Respond to urgent issues, cohering an immediate Team Leidos response where the CSD is unable to resolve within time constraints or has escalated.
Contribute to the LCST stakeholder management strategy.
Support the customer satisfaction survey process to assess overall performance, and assist in the development and delivery of an action plan to address concerns.
Support the Senior Stakeholder Manager in delivering an improved customer experience.
Key Result Areas:
Establish and develop the Knowledge Base and Issue Tracking Controller role.
Improve the CKB through the introduction of high quality, targeted content to better inform customers of LCST capabilities and processes.
Generate a Customer Issues management system, pulling information and metrics from a variety of sources across the business and tracking issues through to resolution.
Build effective working relationships within Team Leidos, effectively processing immediate and exceptional issues.
Contribute to development and delivery of the CRM strategy to drive improvements to customer experience.
Develop techniques and metrics to identify issue trends and support the formulation of action plans to address the underlying causes of recurring issues.
Skills and Education Level:
Degree level education or similar level of experience
Strong Communication skills (written and verbal)
Strong organisational skills
Proven experience as a web content manager
Demonstrable experience of researching topics in detail and turning that into captivating and insightful content
Demonstrable skills in using the Microsoft Office suite of tools
Desired Experience of successful issue management
Understanding of Defence Logistics Supply Chain
What do we do for you?:
At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops and retains only the best in talent. Our reward scheme includes:
• Contributory Pension Scheme
• 33 days Annual Leave (including public and privilege holidays)
• Access to Flexible benefits (including life assurance, health schemes, childcare vouchers and cycle to work scheme)
• Dynamic Working: https://www.leidos.com/sites/g/files/zoouby166/files/2019-11/PDF-Dynamic-Working-Leidos-UK.pdf
Commitment to Diversity:
We welcome applications from every part of the community and are committed to a truly diverse and inclusive culture. We foster a sense of belonging, welcoming all perspectives and contributions, and providing equal access to opportunities and resources for everyone.
If you have a disability or need any reasonable adjustments during the application and selection stages please let us know, and we will respond in a way that best fits your needs.