Operations Technician

Department: Service Management

Employment Type: Permanent - Full Time

Location: North West UK - Hybrid

Compensation: £26,228 / year

Are you an Operations Technician who enjoys solving problems? Do you have excellent customer service skills and are looking for a move into an IT Support role? We want to hear from you! As an Operations Technician, the key focus to your role will be to resolve CDL application and product incidents, reported by clients. Working to agreed SLA's you will provide thorough investigation to find the root cause of problems. You will help diagnose 2nd line technical faults with the applications through resolution, within agreed SLA's. We are looking for an IT Support Technician who has excellent problem-solving skills with the ability to understand client concerns and the impact it has on their activities.

CDL is one of the UK's leading software development houses, employing over 600 people at its campus in Stockport. It has a consistent history in the high-volume retail insurance sector. CDL has spearheaded developments in the aggregator, web and telematics space, including connected home, enrichment and self service solutions. As a result, the company's robust and innovative technologies have enabled its customers to thrive in the highly competitive UK insurance marketplace. We have built a collaborative and creative culture, leveraging AI driven solutions to enhance our products, processes and decision making. We pride ourselves on cultivating an inspiring working environment with our employees at the heart of our company. In a nutshell we are the market leading software house in our industry, creating the software, websites & apps for the Insurance & Finance sector across the UK.

There will be a strong customer service focus to your role and good communication skills are essential, ensuring you are building and maintaining excellent customer relationships. You will be responsible for assisting with incident and problem escalation, analysing information, identifying problems effectively and resolving 2nd line issues. You will keep up to date with technology, be motivated in your own personal development, including setting goals and objectives aligned with the business values.

Please Note: this role is focused on IT operations & application support (diagnosing & resolving client issues) and isn't a cyber security position.

• Computer literate, with some experience of operating systems and/or PCs.
• Excellent customer service skills, being able to empathise with clients is a must!
• Excellent communication skills, both written and verbal. You will be liaising with our external and internal partners and will have a strong customer focus.
• GCSE A-C in Maths and English, or equivalent.
• Be able to demonstrate you are a team player, as well as being able to work on your own initiative.
• Adaptable, flexible and able to work to agreed deadlines (SLA's).
• Passionate and possess a willingness to learn.
• Previous experience working within a similar environment on either a Service desk, Helpdesk or within 1st Line Support is beneficial.
• An awareness of ITIL is an advantage.

• Previous experience working within a similar environment on either a Service desk, Helpdesk or within 1st Line Support is beneficial.
• An awareness of ITIL is an advantage.

The salary for the role of Operations Technician pays £26,228 per annum, providing a fantastic opportunity for career progression through CDL's clearly defined career framework (progression.cdl.co.uk/).

• Hybrid Working (2 Days a Week in the office - SK4 2HD)
• Flexible working.
• 25 days holiday to start, increasing by 1 day per 1 year of service up to 30 days.
• Top employer for 10th year running.
• Excellent training and development platform.
• Opportunities for career progression.
• Health and Wellbeing Programme.
• Virtual activities, lunch and learns, coffee mornings and meetups.
• Life and health assurance.
• Electric Vehicle Scheme.
• Established Recognition Award System.
• Great Parental Benefits.
• Diversity and Inclusion network.
• Pension scheme.
• Community projects and volunteer days.
• Refer a friend bonus.
• On-site free parking.
• Open plan modern offices.
• Quiet Spaces are also available.
• Shuttle bus to and from the station.
• Subsidised restaurant.
• Games room, pool & table tennis tables and chill out zone.
• Annual Hackathon & Deep Racer Events.
• Social activities, regular social events through our social group Xtra, including a summer BBQ, competitions, bowling, go karting, football games, Winter party and much more!
• Car wash, barber, yoga classes, boot camp and massage services all on site.
• Cycle to work scheme.
• Shower and dry rooms.

We're on a journey to keep innovating, that means welcoming new ideas and ways of thinking. CDL recognises that building a diverse workforce is critical to the success of our business. We strongly encourage applications from a diverse talent pool and welcome the opportunity to discuss flexibility requirements and workplace adjustments with all our applicants.