Job description    2021-04-08

Work Locations : Hilton - Area Office - Glasgow 191 West George Street Glasgow G2 2LD About Hilton Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 6,350 properties with more than 1 million rooms in 118 countries and territories. In the 100+ years since our founding, we have defined the hospitality industry and established a portfolio of 18 world-class brands, with the emergence of the Tempo brand and including our flagship Hilton Hotels & Resorts brand, which is the most recognized hotel brand in the world. We have more than 100+ million members in our award–winning customer loyalty program, Hilton Honors. Position Statement: The PTP Helpdesk Team Lead will report to the PTP Senior Manager within Hilton’s UK Centres of Excellence (CoE) in Glasgow and will be responsible for providing Team Leadership and supervision of the PTP Global Helpdesk Team based in Glasgow COE. The role holder will exemplify Hiltons commitment to providing excellent customer service to stakeholders in Hilton Hotels and Corporate offices across US and UK and will service inquires, both written and voice this stakeholder group as well as from Hilton suppliers based across the globe. The role holder will also support Hilton Team Member inquiries relating to business expenses. The role holder will develop a strong collaborative working partnership with PTP COE in Glasgow and Memphis and with Hilton’s Shared Service Centre (SSC) based offshore. Position Summary: The role holder will be expected to collaborate with Team Members in the SSC, CoE, Hotel and Corporate customers as well as external suppliers to ensure PTP Helpdesk and expense queries (voice and email) are managed right first time with excellent customer focus at the heart of each and every response. Additionally, the role holder with have a passion for continuous improvement and will seek to champion the need to find efficiency across all aspects of the PTP process. The role holder will be expected to coach and support both the PTP COE Helpdesk Team as well provide quality assurance over the service provision from the PTP SSC Team. Helpdesk Team Lead will be required to monitor the quality and timeliness of all aspects of the PTP Helpdesk activities performed by both the COE and SSC Teams, to ensure productivity is maximized and workload balanced between both functions. The role holder will also provide management insights from the helpdesk functions in each location including preparation and presentation of monthly performance reporting and project improvement tracking. The role holder will be accountable for maximizing the value derived from one Service Now ticketing solution by identifying opportunities to further leverage the Service Now platform to manage other sub processes across the PTP function. Additionally, the role holder will be a key driver in enhancing efficiency by introducing more customer centric functionality such as chat, auto chat and integration with other applications to drive automated standard inquiry response. What are we looking for? To fulfil this role successfully, you must possess the following minimum qualifications and experience: The role holder will be accountable for maximizing the value derived from one Service Now ticketing solution by identifying opportunities to further leverage the Service Now platform to manage other sub processes across the PTP function. Additionally, the role holder will be a key driver in enhancing efficiency by introducing more customer centric functionality such as chat, auto chat and integration with other applications to drive automated standard inquiry response. Required Qualifications Relevant experience in working in a Customer Service environment in a Team Leader capacity Relevant experience in customer centric helpdesk function with experience of managing high volume, voice and email inquiries. Experience in Service Now ticket management solutions Proven track record of leading high performing teams Proven ability to fulfill automation and process adoption projects Excellent stakeholder engagement and presentation skills Excellent written and verbal communication and comprehension skills. Exceptional critical thinking and both quantitative and qualitative analytical skills with the ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Ability to exercise sound judgment and decision making skills to consider the relative costs and benefits of potential actions and to provide recommendations for optimal solutions. Ability to work well under pressure and effectively handle multiple, concurrent demands and appropriately prioritize responsibilities. Proficient in MS Excel and high volume data analysis. Experienced in project management delivery. Preferred Qualifications Experience with Oracle PeopleSoft, Service Now, Microsoft applications, Concur Expense Management solution. Sigma Green Belt accreditation, or Prince 2 or Agile certified preferred or willingness to attain.
What will it be like to work for Hilton? Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all! EOE/AA/Disabled/Veterans Schedule : Full-time Brand : Hilton Corporate Shift : Day Job Job Level : Supervisor/Team Leader Job : Finance and Accounting

New Jobs   (Hilton Corporate)  Hilton Corporate jobs

2021-04-08 Team Lead UK PTP Help Desk

Work Locations : Hilton - Area Office - Glasgow 191 West George Street Glasgow G2 2LD About Hilton Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 6,350 properties with more than 1 million rooms in 118 countries and territories. In the 100+ yea...

2021-04-08 HR Coordinator

Work Locations : Hilton - Area Office - Glasgow 191 West George Street Glasgow G2 2LD Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 6,400 properties and over 1 million rooms in 119 countries and territories. In the 101 years since our foundin...

New Jobs   ( Glasgow jobs)  

  

2021-04-13 Relief Support Practitioner

Work Locations : Hilton - Area Office - Glasgow 191 West George Street Glasgow G2 2LD About Hilton Hilton is one of the largest and fastest growing hospitality companies in the world, with more than 6,350 properties with more than 1 million rooms in 118 countries and territories. In the 100+ yea...

2021-04-13 Senior Retentions Specialist

Senior Retentions Specialist Eurocentral, Motherwell 47hours £DOE + Excellent bonus potential + incentives
Based at our brand-new state of the art head office in Eurocentral, our Ecommerce Dealership are looking for an experienced Sales Retentions Manager to join this dynamic team.

2021-04-13 Research Assistant

Job Purpose You will contribute to a project Deforestation in Pakistan: Combating through Wireless Sensor Networks (DePWiSeN) funded by ICRG UK-PAK (British council-Grant) working in Communication Sensing and Imaging group in University of Glasgow and partners from Pakistan. The successful candi...

2021-04-13 Digital UX Designer

Digital UX Designer The role Are you interested in shaping the future of market leading applications? Do you know how to use design to drive business strategy? Do you want to help build a design practice from the ground up? This is an outstanding opportunity for a hugely talented and enthusiastic...