Incident & Problem Co-ordinator

Yorkshire Building Society; Bradford; Hybrid; GBP 40,000 - 48,000; Full time

Benefits offered by this job

Holiday 25 days + BHs

Bonus up to 15%

Pension contributions up to 11%

Private medical & dental

My Benefits portal

Job summary

Yorkshire Building Society is recruiting an Incident & Problem Coordinator to join our Technology Services team in Bradford. You'll support Major Incident Management, ensure timely logging, progression and resolution, and generate clear stakeholder communications.

The role offers hybrid working with home working flexibility and on-call hours on rotation. You'll drive continual improvement, root-cause analysis and knowledge transfer to the Service Desk.

Qualifications

• Experience with major incident handling and coordination.
• Ability to produce concise incident communications for stakeholders.
• Strong analytical skills and root-cause analysis.
• Experience driving continual improvement of processes and services.
• Collaborative mindset with the Service Desk team.

Responsibilities

• Support Major Incidents on a 24/7 basis when required and manage lifecycle.
• Produce clear stakeholder and incident communications.
• Compile Major Incident reports and maintain records for Incidents & Problems.
• Ensure root cause and trend analysis to reduce recurring incidents.
• Transfer knowledge to the Service Desk and promote quality management.
• Lead continual improvement initiatives and engage stakeholders.

Skills

Incident management

Communication skills

Stakeholder engagement

Problem solving

Job description

YBS has an exciting new opportunity for an Incident & Problem Coordinator to join our Technology Services function. The successful candidate will provide continual improvement principles to Incident & Problem Management policies, practices and procedures to ensure maximum benefit is delivered.

This role will be based in our Bradford based Head Office, with flexible working from home capability. This role will require additional on-call hours on a rotation throughout the team.

About you-

• Support the management of Major Incidents on a 24/7 basis where required, ensuring they are identified, logged, progressed and resolved within the scope of the Major Incident Management Process.
• Produce clear and concise stakeholder and incident communications.
• Compile Major Incident reports.
• Ensure records are kept up to date for Incidents & Problems and supporting tasks such as changes are raised following the correct procedures.
• Ensure that root cause and trend analysis is carried out effectively to reduce the number of recurring incidents and identify service enhancements.
• Ensure all relevant knowledge is transferred into the Service Desk to promote quality Incident & Problem management.
• Contribute to and lead actions which drive continual improvement of the team and processes.
• Engage with stakeholders to drive service optimisation initiatives.

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 to discuss this during the recruitment process.

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.

Want more information?

If you have any questions about this role, please contact [e-mail]