Senior Technical Application Service Specialist

About this opportunity

Join our dynamic team as a Senior Technical Application Service Specialist (TASS) and play a pivotal role in shaping the future of our customer experiences.

In the position of Senior Technical Application Service Specialist, the main point of contact for handling complex service issues & customer concerns. They lead training sessions, contribute to service strategy, and manage high-priority service issues. This role centers on critical thinking, process improvement, and teamwork to improve overall service quality. 

What you'll be doing: 

• Subject Matter Expertise: Act as the primary expert for resolving complex service issues and handling customer concerns. 

• Training & Development: Lead training sessions to upskill team members and ensure consistent service excellence. 

• Strategic Contribution: Play a key role in shaping service strategy and driving process improvements. 

• Process Improvements: Identify and address shortcomings in business practices, suggesting and implementing improvements. Lead on Problem Management reviews following significant incidents. 

• Operational Accountability: Accept 24/7 responsibility for service availability, performance, and currency leading incident recovery minimising impact on service. 

• Multi-Functional Collaboration: Collaborate closely with other groups to improve service quality and implement standard methodologies. 

• Critical Thinking: Undertakes analysis of multiple sources of data and uses research, active listening and observation to identify the problem / situation and generate simple ideas. 

• SRE and Service Engineering: Applies software and automation as tools to solve challenges and manage production systems, to balance release of new features with system stability, all to ensure product reliability and scalability. 

• Technical Operations: Monitors, solves problems, diagnosis, resolves or manage technical issues across a range of technology products, organised and advised by policies, processes and supporting procedures. 

About us

Like the modern Britain we serve, we're evolving. Investing billions in our people, data, and tech to transform the way we meet the ever-changing needs of our 26 million customers. We're growing with purpose. Join us on our journey and you will too. 

What you'll need

• SRE & Service Engineering: Possesses an advanced knowledge in software and automation tools and techniques and provides coaching to others. Applies knowledge and expertises to independently identify automation opportunities in service transformation. 

• Technical Operations: Use scripts, tools, and skills to investigate, manage, and evaluate issues effectively. Also uses this experience and knowledge to coach others. 

• Critical Thinking: Interprets information in an objective manner (even when it is limited) using technical or industry-specific knowledge or experience and deductive reasoning. Generates and contributes ideas to support in the formulation of judgements and solutions. 

• Values & Behaviours: Innovates to go faster by taking responsibility for challenging existing processes, being an early adopter of change and viewing advancements in technology as opportunities to help deliver for our customers. Inspires others by building rapport and gaining commitment through strong personal identity. Embracing diverse viewpoints; demonstrated in the way they do business and collaborate with others. Demonstrates a growth learning approach and is open to new experiences to intentionally grow their individual and team skill. 

About working for us 

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes: 

• A generous pension contribution of up to 15% 

• An annual performance-related bonus 

• Share schemes including free shares. 

• Benefits you can adapt to your lifestyle, such as discounted shopping. 

• 30 days’ holiday, with bank holidays on top 

• A range of wellbeing initiatives and generous parental leave policies