Are you aged 18 – 24, unemployed and claiming Universal Credit? If yes, then this job could be the perfect match for you and help you kickstart your journey into the workplace. To read more on the Kickstart Scheme set up by the government, please visit: https://www.gov.uk/government/collections/kickstart-scheme.

Please speak to your job centre work coach before applying to this role. Without their referral, you will not be eligible to apply.

This role will be 25 hours a week, Monday – Friday. Hours per day will be agreed with your line manager.

The Company

We’re TalkTalk, a challenger brand in the world of Broadband, Phone, Mobile and TV. Our job is to bring the best value connectivity, to everyone. We believe every customer matters, so we offer products and services that are simple, affordable, reliable and fair.

We’ve created a working environment where you can be yourself and give your all. This 6-month placement promises to be exciting, meaningful, and challenging. If this appeals to you then please click apply.

The Department

Service Delivery is a team of six and is part of the wider Business Planning function, who look after budget, commercial and forecasting, mainly focusing on our various off and onshore partners.

Roles and Responsibilities:

The Service Delivery Analyst is responsible for managing and ensuring that the service level agreements for various offshore partners are met. Main responsibilities are to manage call volumes and initial triage and raising of incidents that may impact the service level agreements. In addition to managing service level agreements you will be responsible for communicating to the wider business service levels and customer impacts

Campaign ownership - Liaising with the wider team to understand call volumes and trends, to determine an operational forecast and predicted service levels. To work alongside operations and non-customer facing departments to review forecast, predicted service levels, campaign performance, potential issues, and any trends. To adjust, make recommendations, present findings, and update stakeholders, putting any recommendations into place.

Communication - Clearly, concisely and professionally present information that is relevant to stakeholders that add value and handling and negotiating with stakeholders with conflicting priorities.

Accountability - Taking responsibility for getting things done even when they involve aspects outside your area. Making own informed decisions, being confident to act upon them and able to explain rationale when appropriate.

Innovation - Show courage to try new things and having the ability to think laterally on new dynamic solutions for any issues.

Functional Knowledge- Maintain a good working knowledge of the company’s key business development areas, product/system changes and operational knowledge. To contribute beyond your own specialism and take an interest in initiatives which are taking place outside your area, encouraging others to do the same

Additional Support you will receive:

· Teamwork

· Communication

· Problem solving

· The use of office applications

· Developing a growth mindset

· Working independently and potentially working remotely

· Dealing with difficult customers/stakeholders

During the placement, you will be fully supported through the following ways:

· Regular check ins with your manager

· Informal monthly check ins with the Early Careers Manager and other kickstart colleagues

· Training and development workshops to support employability and interpersonal skills

· An assigned buddy within your team

· A mentor from our senior leader population

· Bespoke Kickstart diary to capture your learnings and progress throughout

· CV/LinkedIn and Job Application support with mock interviews

· And so much more…

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.