About NCR
NCR Corporation (NYSE: NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.
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Job Title: Commercial Service Delivery Executive
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Salary: £25,000.00 per annum
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Location: Remote
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Hours: 37.5 hour’s working week, permanent position
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Fixed term contract osition, 12 months contract
What is this role of the Commercial Service Delivery Executive?
Reporting directly to the Commercial Service Manager; you will be responsible for overseeing and monitoring all operational aspects of the CTUK ATM estate, ensuring minimum service levels are met for National Accounts and be the first point of contact for service-related queries for the National Account or the National Account Manager. Taking ownership of the non-dispensing ATM target and working closely with all other CTUK departments to ensure ATMs are brought back into service as quickly as possible and reporting on consecutive issues, operational costs, and non-dispensing ATMs.
What will I be doing as the Commercial Service Delivery Executive?
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Answer incoming commercial calls identifying issues correctly and either dealing with the call quickly and to resolution or passing on the message to the correct department promptly.
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Mailbox management – Ensure all internal & external queries are responded to within 24 hours.
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Be aware of non-corporate customers contractual obligations and be confident to hold customers accountable for their contractual obligations.
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Daily review of all ATMs +4 days down providing ETA’s on all timelines to fix to the wider corporate team & commercial service team.
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Daily check of top 250 revenue ATMs ensuring transaction levels are normal and push for ETAs on attendance should service levels drop.
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Monitor withdrawals and availability for the first 3 months of new ATM installations, working with operations on POA should suitably service levels not be reached.
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Oversee and monitor all other IMAC ATM works liaising with the customer if necessary and National Account manager to ensure any specific dates for works required are met.
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Report on ATMs with 3 months consecutive availability issues, follow through plan of actions for each ATM with operations to improve availability going forwards.
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Review non-dispensing estate for each corporate account ensuring that all ATMs which are long term down or in other status’ have timelines for a fix in place; working closely with operational departments, National Account managers and customers to ensure ATMs are operational as quickly as possible.
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Have a proactive approach to dealing with non-dispensing non corporate ATMs, own the resolution and work quickly to facilitate ATMs to come back into service with minimal down time, work closely with your colleagues in the Commercial Team and wider business to achieve and exceed the overall operating plan target.
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Facilitate the access and breach process for ATMs within your remit ensuring timelines are met.
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Daily point of contact for all service-related queries for corporate accounts and the national account manager.
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Completing monthly service reporting where appropriate for each corporate account.
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Continually review the CTUK/DCP ATM estate for any improvements that can be made to operational/servicing, branding, cleaning, or other area changes which will increase or retain the transactions completed by the ATM, work closely with the National Account Manager and Commercial Service Manager to complete these improvements.
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Attend monthly/quarterly service review meetings with the National Account Manager.
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Adhoc project support as and when necessary to support the National Account Manager, Commercial Service Manager or other internal CTUK departments.
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Regularly check performance on ATMs (daily, weekly, or monthly) ensuring abnormalities in transaction numbers are investigated.
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Regularly check Phoenix to ensure customer/ATM data input is correct including site name/owner name, telephone numbers, contact names, access hours and address details.
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Develop an understanding of protection clauses within contractual agreements.
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Create close working relationships across other business functions and live the “one team” value. This will encourage working together to achieve the relevant KPI’s.
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Hold strong professional relationships with Corporate Accounts and ensure you are the “go to” for any service-related issues.
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Understand and meet Individual/Team/Business Goals
What will I need to succeed as the Commercial Service Delivery Executive?
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Ability to work closely with colleagues within your team and other departments.
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Strong ability to prioritize and organize a busy workload to ensure requirements are met according to targets/business needs.
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Understanding of other departmental processes/functions.
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Confident and professional phone manner for all external/internal calls.
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Strong attention to detail.
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Proactive in your approach.
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Understanding of systems such as Phoenix/Adaptive/Tech Tools/Sales Force.
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Strong Excel and PowerPoint Skills.
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Contractual knowledge.
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Understanding and ability to follow processes.
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Ability to review and suggest improvements to current processes.
The Role is not accountable for;
What are the personal attributes needed for the Commercial Service Delivery Executive role?
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Organised.
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Ambitious.
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Team Player.
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Eye for detail.
What benefits do I get In return?
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Salary: £25,000.00 per annum
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24 days holiday, rising to 25 after 5 years’ service.
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Competitive defined contribution company pension with Fidelity.
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50% Employer funded single private medical cover provided by Bupa, with the option to buy additional cover.
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Access to opt into a range of competitively priced benefits, including health cash plan, dental cover, cancer checks, health assessments, critical illness cover and cycle to work scheme.
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Employee life assurance.
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Employer funded Income protection scheme.
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Employee Assistance Programme, with 24/7 counselling service.
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Access to MYGYM discounts for membership offers and discounts.
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Access to a range of lifestyle discounts.
Offers of employment are conditional upon passage of screening criteria applicable to the job.
EEO Statement
Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity. All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law. NCR is committed to being a globally inclusive company where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people. Every individual at NCR has an ongoing responsibility to respect and support a globally diverse environment.
Statement to Third Party Agencies
To ALL recruitment agencies: NCR only accepts resumes from agencies on the NCR preferred supplier list. Please do not forward resumes to our applicant tracking system, NCR employees, or any NCR facility. NCR is not responsible for any fees or charges associated with unsolicited resumes.