Description
Role Profile IT Service Management Apprentice Role
Title Service Management Apprentice Business Function Operations Location Wrexham / Hybrid
- Who we are & what we do Founded in 2016, Chetwood is a new kind of bank.
- We create targeted products to make people better off.
Unlike traditional banks, were not looking to build a customer base and then cross-sell to them.
Instead, we focus on distinct customer segments that are underserved by the market, creating innovative products to meet their needs.
- We do this through different brands, not one, because what works for one customer isn't necessarily right for all customers.
- We also do this for other industries and companies too, offering them white-labelled products with no upfront investment.
- We come from a diverse range of backgrounds and experiences, and its because of this that were able to challenge every aspect of how financial services operate today and build unique and dynamic products for our customers.
- Were always on the lookout for exceptional talent to join the team.
- Were looking for people who share our belief in challenging conventions and making a positive difference for our customers
Role Purpose
Our Service Management team ensure issued raised within the service desk are resolved to set time and quality standards.
These are aligned to both Chetwoods service level agreements and our customer, vendor and partner expectations.
The apprentice would join a fast-paced, reactive environment, with the ability to progress their career within an ever evolving Fintech landscape.
Responsibilities:
- Triage and prioritize incidents, problems and service requests, driving progress from creation to resolution.
- Analyze raw service data to identify common causes of service failure and / or avoidable cost, identifying new fields, metrics and targets where required.
- Contribute to the operation and enhancement of the companys Service Desk tooling (currently Atlassian JIRA).
- Manage supplier performance against agreed SLAs, escalating issues approaching and / or beyond breach.
- Ensure adherence to service management process documentation, identifying and delivering improvements where required.
- Own discrete service improvement projects from start-up to delivery.
- Monitor and enhance system alerting to proactively identify and resolve service disruption (covering multiple products and suppliers).
- Potential requirement to provide on-call support for major incident management (On-call allowance payable)
Skills and Experience:
- Essential Strong influencing and communication skills with a high level of attention to detail
- The ability to communicate with technical and non-technical audiences.
- A strong academic background including GCSE in English, Maths and Science of at least a C-grade and A-Levels (or equivalent).
Desirable One or more of the following ITIL v3 qualifications : Foundation / Service Operations / Service Transition / Continuous Service Improvement.
- Google Suite (Docs, Sheets, Slides).
- Cloud-based technology platforms.
- Atlassian JIRA (cloud) Service Desk.
- Working in a financial services environment.
- Supplier management exposure
- Problem management experience
- Higher education level achieved
What we offer:
- A relaxed, sociable and flexible working environment.
- Great benefits including : life insurance, pension, private medical insurance (including dental and optical), free breakfast and drinks, monthly social events.
- Competitive salary.
- Opportunity to work for a progressive and exciting company.
- Chetwood Highlights
Here are just a few examples of what we've achieved so far and whats coming soon.
- Secured strategic investment from Elliott Advisors of £150mil of capital, underpinning the planned growth of the business over the next few years.
- Secured a full banking licence from the PRA in 2018 - the only retail bank to do so that year.
- Launched the LiveLend Reward Loan; the worlds first dynamic loan that responds to improvements in customers credit score.
- Secured several distribution partnerships with our lending product and have already seen 400%+ growth in new business in the since 2019.
- Launched SmartSave; providing customers with a simple, online savings account at a great rate.
- Launched Chetwoods very own custom built cutting-edge decisioning tool Launched Better Borrow; a quick and simple loan where customers receive their money in 30minutes or less Achieved and maintained an Excellent Trust pilot rating from both lending and savings customers.
Chetwood Financial Ltd does not accept speculative or unsolicited CVs from Recruitment Agencies. Any unsolicited CVs received will be treated as the property of Chetwood Financial and Terms & Conditions associated with the use of such CVs will be considered null and void.