Function: Helpcentre
Reporting to: Service Resource and Development Manager
Location: Hybrid - working time split between our office at Tanfield, Edinburgh and working from home

What you’ll do

You will be working with a team of 60+ Support Analysts delivering exceptional customer support to our portfolio of prestigious hospitality companies, 365 days per year.
Your role will be to provide technical support and advice on all incoming incidents and requests, ensuring these are logged and handled in accordance with departmental guidelines and procedures
We operate a shift pattern basis to cover the core hours of our business which run from 7am to 1am.
Our weekly standard shift patterns are- 7am – 5pm, 9am – 6pm & 3pm – 1am.

Responsibilities will involve:-

• Logging of all incidents within our call logging software, ensuring all relevant information is obtained, correct categorisation and SLA is chosen and advise caller of unique call reference number;
• Provide problem diagnosis, using appropriate support tools and resolution for problems. Assign calls to correct third party queues where appropriate;
• Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times;
• Proactively manage Customers expectations through either resolution of or updating on progress of their outstanding incidents/requests;
• Escalate any issues but try and ensure they are dealt with before problems occur;
• Track and monitor calls that are with third parties, to liaise with third parties for a resolution and escalate when resolution is not moving forward within the appropriate timescales;
• Resolve and close incidents and requests to customer satisfaction or escalate to the appropriate Account Manager where necessary;
• To contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLA’s and KPI’s are met;
• Responsible for ongoing performance against appropriate Service Level Agreements and ensuring that these are continually improved;
• Ensure processes are documented and updated as necessary;
• Demonstrate a positive attitude towards change by words and behaviours.  Challenge the way things have always been done and suggest improvements;
• Ability to build relationships with resolving teams and service management teams
• Adhering to complex processes and procedures;
• Ensuring Knowledge Base articles are regularly reviewed and updated;
• Training and mentoring new starters and acting as an ongoing point of escalation;
• Compliance – ensure that you understand and adhere to PCI-DSS policies

Who you are

• You will be a talented and ambitious individual who thrives in a fast paced environment.
• You will possess excellent written and oral communication skills with a proven track record for providing outstanding customer service in a similar role.
• A solid technical background with a talent for troubleshooting and problem solving.
• Strong analytical skills with a great attention to detail.
• A passion for exceptional customer service.
• A flair for multi-tasking in a high pressured environment.
• A collaborative and proactive approach in all aspects of your work

We are going on an exciting journey and we need more like-minded travellers to help us get there! If this sounds like you then we would love to hear from you!
 

Benefits

• Casual dress
• Company pension
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Financial planning services
• On-site parking
• Paid volunteer time
• Referral programme
• Company Sick pay

Warehouse Supervisor

Reporting To: Warehouse Operations Manager

Overview
To assist the Warehouse Operations Manager and Warehouse Team Leader in the effective running of the warehouse.The role is based at the logistics department at Kirkton Campus. The role involves daily interaction with other company departments, suppliers, customers and all Zonal associate companies. Hours of work are currently 8.30am to 4.30pm, Monday to Friday, but may be subject to change.

Main Duties & Responsibilities

• Receive, check and book-in material deliveries
• Pick, check and dispatch customer sales orders
• Process Engineer & 3rd party returns
• Arrange customer collections & update necessary paperwork
• Adhere to inventory control procedures
• Cycle count stock to maintain accurate control of inventory
• Process all material transactions on company ERP system
• Kit and issue of parts to Production jobs, Repair Centre orders, or other personnel as required
• Liaise via telephone, e-mail or face-to-face with internal and external personnel
• Ensure effective rotation of goods and parts
• Comply with the requirements of Health and Safety policies and work procedures
• Report all adjustment & corrections to Warehouse Team Leader for approval

Essential

• Minimum requirement of standard grade English and Maths
• Ability to work under minimum of supervision, and to use initiative
• Knowledge and experience of PC software packages, particularly MS Office
• Planning and organisational skills; able to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met
• Customer service; understands and responds to customer needs (internal and external) and exceeds expectations where possible
• Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise and accurate manner
• Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions
• Commercial and organisational focus; demonstrates understanding of overall business and commercial issues facing company
• Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work

Preferred

• Experience of Microsoft Dynamics Nav (formerly Navision)

Imagine what it would be like to work for the UK’s leading tech developer to the UK’s biggest and best pubs and restaurants? From EPoS to loyalty, CRM to table bookings, stock control, recipe management and BI Reporting giving business critical insights – our tech includes everything an operator needs to run their hospitality business.   

What you’ll do
Working within a team of cross functional software engineers, you will be responsible for ensuring their Product is developed in line with the roadmap and strategy meeting customer needs and supporting our development teams.

Taking business and customer needs into consideration, alongside the Product owner you will help define and create features and user stories for the team to implement. You will work closely with business stakeholders and partners to ensure we understand the customer problem and work with the development team to ensure the solutions we develop address those needs.

As a Business Analyst you will be able to analyse systems and business processes to help tease out the detail required for the changes that need implemented.

Main Duties & Responsibilities:

• Working with the delivery team and stakeholders to define, document and split features and user stories.
• Understand the customer problem and scope of work to ensure we are delivering high quality high value features to our customer without un-needed scope creep.
• Become an expert in your product area and the go to contact for stakeholders and other teams.
• Contribute to and implement the product strategy and related commercial business cases.
• Undertake Business Analysis tasks to the required level of detail to support commercial business cases and their Software development team.
• Following Lean and Agile principles you will work closely with the delivery team and across the business.
• Evaluate client requests, end user insights, industry drivers, and competitor capabilities to identify enhancements.
• Evaluate regulatory changes to determine how they should be accommodated.
• Manage product roadmap priorities to ensure development work is prioritised.
• Collaborate with Sales and industry consultants on RFPs and sales initiatives.
• Collaborate with Marketing to effectively communicate value of product and overall solution.
• Working effectively with senior leaders and functional teams to ensure success of their Product.

 

Who you are

• You will enjoy a fast-paced development environment where you can utilise your previous experience building software.
• You will have worked in an environment with Software as a Service products and those in the cloud.
• You will have excellent analysis skills to understand the business processes and how each system is integrated to inform the user stories and provide detail that is required
• Excellent people skills with peers, seniors, subordinates and customers and comfortable negotiating through conflict
• Possess a unique blend of business and technical savvy; a big-picture vision, and the drive to make that vision a reality. They must enjoy understanding systems and how they work so that they can help deliver change to the necessary components.
• Ability to multi-task, balancing the customer, product strategy and technical priorities required to deliver a competitive product.

Additionally, the following skill areas would be advantageous:

• Knowledge of EPOS systems/hospitality industry.
• Delphi programming.
• Experience working within Agile/scrum environments.
• Understanding of APIs.

 

Imagine what it would be like to work for the UK’s leading tech developer to the UK’s biggest and best pubs and restaurants? From EPoS to loyalty, CRM to table bookings, stock control, recipe management and BI Reporting giving business critical insights – our tech includes everything an operator needs to run their hospitality business.

What you’ll do
Working within a team of cross functional software engineers the Product Owner will be responsible for ensuring their Product is developed in line with the roadmap and strategy meeting customer needs and supporting our development teams.

Taking business and customer needs into consideration the Product Owner will create user stories and work items for the team to implement, working closely with business stakeholders and partners the Product Owner will tailor requirements and specification to meet the need of the target audience.

The Product Owner will be able to analyse systems to help tease out the detail required for the changes that need implemented.

Main Duties & Responsibilities

• Contribute to and implement the product strategy and related commercial business cases.
• Following Lean and Agile principles, the Product Owner will work closely with all aspects of the business to understand the requirements of the software to solve problems
• Evaluate client requests, end user insights, industry drivers, and competitor capabilities to identify enhancements
• Write features/ user stories to implement the product strategy, enhancements and customer requests
• Drive the process of analysis and estimation within the Software Delivery team to provide a plan
• Evaluate regulatory changes to determine how they should be accommodated
• Manage product roadmap priorities to ensure development work is prioritised
• Collaborate with Sales and industry consultants on sales initiatives
• Collaborate with Marketing to effectively communicate value of product and overall solution
• Working effectively with senior leaders and functional teams to ensure success of their Product.

Who you are

• You will have excellent analysis and problem-solving skills to understand the ecosystem and how each system is integrated to inform the user stories and provide detail that is required.  You may have started as a systems analyst, or a business analyst with technical understanding, though no development experience is needed. 
• You may have had hospitality experience and using Software similar to that of Zonal’s.
• You may have owned a Product before and been able to feed into roadmaps assessing relative priority.
• You will have worked in an environment with Software as a Service products.
• You will have excellent project management skills with the ability to operate independently within prescribed guidelines
• A “can do / will do” attitude focused on timely results
• Excellent people skills with peers, seniors, subordinates and customers and comfortable negotiating through conflict
• Ability to multi-task, balancing the customer, product strategy and technical priorities required to deliver competitive products
• Hands on approach to the role with the ability to contribute to team projects whilst taking personal responsibility for their success
• The successful candidate will possess a unique blend of business and technical savvy; a big-picture vision, and the drive to make that vision a reality. They must enjoy understanding systems and how they work so that they can help deliver change to the necessary components
• Planning and organisational skills; able to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met.
• Customer service; understands and responds to customer needs (internal and external) and exceeds expectations where possible.
• Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise and accurate manner.
• Problem solving and decision making; analyses information appropriately to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions.
• Commercial and organisational focus; demonstrates understanding of overall business and commercial issues facing company.
• Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work.

Imagine what it would be like to work for the UK’s leading tech developer to the UK’s biggest and best pubs and restaurants? From EPoS to loyalty, CRM to table bookings, stock control, recipe management and BI Reporting giving business critical insights – our tech includes everything an operator needs to run their hospitality business.   

We are looking for a Field Service Engineer based in either Derby, Burton or Leicester.

What you’ll do
Install and maintain Zonal products at sites around the UK and abroad according to Company standards of customer service, Service Level Agreements, and Health and Safety requirements.
Support is provided based upon the SLAs in place with the customers. These are monitored on a daily basis and reported back to the customer at regular intervals.

Responsibilities will involve:-

• Carry out site surveys to assess and plan requirements for safe installation. 
• Liaise with on-site contractors to agree requirements.  
• Installation, testing and configuration of all parts of Zonal’s EPoS systems, including structured cabling, according to Company standards and procedures.
• Planned and regular maintenance of all on-site equipment.
• Provide site with any additional information or training. 
• Advise users on basic operation of equipment.  Daily liaison with the Engineering Scheduler.  Close calls with the Engineering Scheduler as soon as these are completed.  
• Provide the Engineering Scheduler with regular updates on progress, details of any other relevant issues, or further action to be taken.
• Diagnose and/or repair faults to component level and effect repair on site, or remove to workshop for more thorough repair.
• Carry out programme upgrades on site.
• Carry out Data copies if required to preserve critical data.
• Liaise with the R&D department during product trials: report any problems that occur during installation, usage or removal to ensure which require further attention.
• Full and detailed completion of all appropriate paperwork.
• Present a positive Company image.
• Provide a timely, polite and efficient service.
• Provide on-call cover on evenings and weekends on a rotational basis.
• Ensuring the delivery of product features into product releases at the required level of quality
• Pro-actively participating in the full development lifecycle
• Monitoring and reporting on the production usage of the product to help identify areas of weakness/risk
• Championing expertise to ensure quality of product throughout all stages of the development lifecycle

Who you are
Essential:-

• Minimum 18 months experience in a field based customer service engineering role, ideally in the hospitality/leisure industry.
• Background knowledge in computer hardware (pc's, IP networks and WIFI)
• The ability to provide 5 years of continuous past work history and satisfactory references to enable the candidate to obtain an airport pass successfully. 
• Clean driving licence is essential.
• PC literate (all MS Office suite) and aptitude to pick up new software packages quickly.  
• Planning and organisational skills; able to establish efficient and appropriate plans for self and others and adapt quickly and effectively to unexpected changes whilst still ensuring objectives are met. Customer service; understands and responds to customer needs (internal and external) and exceeds expectations where possible.
• Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise and accurate manner.
• Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions.  Commercial and organisational focus; demonstrates understanding of overall business and commercial issues facing company.
• Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work.

Desirable:-

• EPoS background
• Experience of maintaining and installing EPoS equipment
• 3 years or more experience in a field based customer service engineering role, ideally within the hospitality/leisure industry

We are looking for a dynamic Tester who shares our passion for driving innovation and using technology to build better businesses. We are going on an exciting journey, and we need more like-minded travellers to help us get there!

What you will do

You will be involved in the product development life cycle, playing a significant role in delivering innovative solutions that are changing the way we all interact with pubs, restaurants, and hotels.

Main Duties:

• You will collaborate closely with other engineers and become a valued member of a cross-functional team.
• You will help the team and contribute to the plan, design, and shape innovative solutions.
• With your help, the team will ensure that our customer’s experience is the absolute best it can be.
• You will be responsible for owning and managing your own personal learning and objectives.
• Take ownership in writing, executing and reviewing manual and automation test scripts.
• You will help provide technical advice and assistance to Junior Testers in the team.
• Ensure quality release software is up to Zonal Standards, within scope, and in a timely manner
• You will be involved in estimation.
• You will highlight any risks or issues (detailed bug report).
• Complete a review of requirements provided by the product team.
• Reviewing the existing testing practices and providing solutions/improvements.
• Assist with deployment process and provide ongoing support.
• In addition, you will be expected to carry out alternative or additional duties as the Company may reasonably require.

 

Skills We Value:

• You have knowledge and understanding of current and emerging trends in the tech industry
• You have an understanding of programming terminology.
• You will have knowledge and understanding of AGILE principles.
• ISTQB foundation level or equivalent experience or a minimum of 2 years’ experience in relevant discipline.
• You will have good experience in writing and maintaining test automation scripts.
• You will have experience of working with SQL/SSMS.
• You will have a working understanding of APIs.