Function: Helpcentre

What you’ll do

• 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.

Function: Helpcentre

What you’ll do

• 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.

The Zonal group are one of the UK’s largest technology providers to the hospitality industry.  Our products are used by over 17,000 pubs, restaurants and hotels.  Customers include national brands like Pizza Express, Greene King and All Bar One.   We provide our customers with the solutions they need to make their business a success.  These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market.   

Our Customer Service Department consists of the Analysts, Technical Support teams, Planned Work and Service Engineer teams (all reporting to Service Delivery Director).  
 

We’re searching for a sharp Analyst (Grade 2 and up) who thrives on solving complex problems and has a knack for digging deep into issues. If you're the kind of person who gets a thrill out of uncovering the root cause of a problem, isn’t afraid to ask tough questions, and can think on your feet, we want you on our Incident team. 

In this role, you’ll be diving headfirst into challenging scenarios, working across teams to identify what’s wrong, and driving solutions that matter. While familiarity with our products is a plus, your ability to take charge of an issue, navigate through uncharted territory, and communicate clearly with different stakeholders is what will set you apart. This position offers a unique opportunity to sharpen your investigative skills and gain a deeper understanding of how our systems operate behind the scenes. 
 

We’re going on an exciting journey, and we need more like-minded travellers to help us get there!   
 

Main Duties & Responsibilities 

Incident Management: 

• Oversee the full lifecycle of incidents, from prevention to resolution. 

• Proactively identify potential issues to prevent incidents before they occur. 

• Investigate root causes of incidents, collaborating with other teams to prevent future occurrences. 

• Minimize the impact of incidents that cannot be avoided. 

• Develop and provide temporary solutions (workarounds) to the Help Centre. 

• Serve as a key liaison between the Help Centre and Development teams, ensuring effective communication and solution delivery. 

• Collaborate with Development teams to gather data and expedite incident resolution. 

• Take ownership of incident escalations, managing them through higher levels of ability as needed. 

Trend Analysis: 

• Collaborate with the Service Delivery Team to identify and analyse incident trends. 

• Use insights from trend analysis to identify underlying causes and work with teams to implement preventive measures. 

• Feedback to the team to help build useable trend analysis tools and alerting. 

Incident Documentation and Knowledge Sharing: 

• Document solutions and share knowledge gained from incidents. 

• Coach and guide teams based on lessons learned from incident management. 

• Create and update processes to improve incident handling and resolution. 

Problem Management: 

• Support the Problem Manager by providing data (log files, feedback, test results) and insights to help resolve issues. 

• Gain experience in problem management, offering feedback to enhance processes. 

• Utilize trend analysis tools to identify and escalate problems for further investigation. 

Additional Responsibilities: 

• Provide Service Delivery and Account teams with any additional information or requirement trends show high % increases. 

• Provide the Helpcentre, internal and external customers with regular updates on progress, details of any other relevant issues, or further action to be taken on key areas. 

• Present a positive Company image. 

Key Skills We Require:  

• Ownership – owning an Incident to resolution 

• Communications – ability to provide technical information to all types of audiences through varying medium. 

• Business awareness – knows where Incident and escalation management provides value to the business. Know the impact of an issue to a customer business. 

• Customer Service - keeps internal and external customers aware of issues. Understands that no 2 customers are the same. 

• Planning and organisation – Can easily differentiate between impact and adapt working day/week /month to ensure goals are met but reach the level of flexibility to pick up the next big issue in our reactive service world. 

• Problem solving and decision making- analyses all information appropriately in order to find the best solutions and take a balanced view to reach logical conclusions and make relevant decisions. 

Who you are 

You’re someone with sharp observation, keen analytical skills, and a natural talent for problem-solving. Driven by curiosity, you have an insatiable desire to understand the intricacies of how things work—and why they sometimes don’t. You excel at seeing the big picture, understanding how systems interconnect within a customer’s business, and recognizing the impact of those connections. 

You thrive on delivering exceptional customer service, consistently exceeding expectations by taking full ownership of issues from start to finish. Your communication skills are top-notch, whether you’re sharing insights verbally or through various media. You’re passionate about passing on knowledge, documenting what you learn, and coaching others to elevate the entire team. 

We are a family business with Scottish roots. We operate from our modern head office in Edinburgh, our Midlands base in Stafford, our Innovation Centre in Abingdon and hotel management solutions. 

What we value 

Teamwork, Innovation, Passion, Professionalism, Accountability and Customer Obsessed are the values we believe make us the company we are. We’re looking for someone who understands great culture and will help us shape it as it evolves. 

The Zonal group are one of the UK’s largest technology providers to the hospitality industry.

Our products are used by over 16,000 pubs, restaurants and hotels.  Customers include national brands like Pizza Express, Greene King and All Bar One.                                     

We provide our customers with the solutions they need to make their business a success. 

These solutions include mobile apps for ordering and web apps for engaging with consumers either through loyalty or reservations. By linking these solutions to Zonal’s EPoS (till) system, we help hospitality brands to understand their customers’ behaviour and preferences, enabling them to excel in an increasingly competitive market. 

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

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 busines 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.

What we value

Passion, Teamwork, Innovation, Professionalism, Accountability and Customer Obsessed are the values we believe make us the company we are. We’re looking for someone who understands great culture and will help us shape it as it evolves.

About Zonal

If you’ve booked a table or hotel room, ordered and paid for food and drinks, received loyalty offers, or downloaded your favourite hang out’s app, you will likely have used a Zonal product.

We are a family business with Scottish roots. We operate from our modern head office in Edinburgh, our Midlands base in Stafford, our Innovation Centre in Abingdon and hotel management solutions base in Cardiff.

What you’ll do

• Provide exceptional Account and IMAC (Installs, Moves, Adds & Changes) support to our Account Services Team, interacting with other Zonal departments including, but not limited to, Professional Services, Logistics and Planned Work teams.

• Manage the end to end process that delivers real change within any Zonal customer estate, be that arranging on site engineering services, organising an installation / upgrade of software or setting up customer training.. You will also be liaising with 3^rd party suppliers (distribution companies) as well as directly with our clients.

• Provide triage for engineers and implementers in the field, helping mitigate any challenges they may be facing and signposting them to the appropriate contacts for resolution if you are unable to resolve.

• Scope, implement, and refine logistical and administration processes using a variety of tools and methodologies.

• Act in a Project Management capacity for smaller scale deployments or rollouts.

• Produce periodic reporting on all planned activity to keep the team informed of ongoing work, track progress of requests in flight as well as flag any operational issues.

• Produce customer facing communications and updates on planned activity and work with them to ensure that all pre-requisites on the customer side are met before any work is commenced.

• Produce quotes for customers for all planned work and manage all Purchase Order process requirements.

• Alongside the Account Management team, ensure all work is invoiced in a timely manner and to a high degree of accuracy.

• Produce documentation to help upskill colleagues around you and / or to assist in on site work requirements; Creating a detailed technical checklist to be completed as part of an install as one example.

Who you are

• Strong, demonstrable, record of organising resource and logistical factors, able to react quickly and competently to unexpected challenges as they may occur.

• Highly organised, you thrive off implementing and using processes and policies, constantly looking to refine and modify as you learn

• Fantastic communicator and capable of team working; working co-operatively with others to achieve a common goal and communicating information in a clear, concise, and accurate manner.

• You approach your work with customer service at the forefront of your mind, understanding and responding to customer needs (both internal and external) and exceeding expectations.

• You take pride in your own, and your teams, work always trying to go over and above to achieve the best result

• Good general understanding of EPoS, Networking, or IT terminology.

• Accurately completing reports and documentation to the required standard and timeframe as required.

• IT Literate with provable Microsoft Office suite skills.

What we value

What you’ll do

• Develop and manage a personal sales pipeline by actively seeking out and engaging potential clients within the hospitality industry.
• Conduct cold calls to generate new outbound opportunities and perform a high volume of product demos to showcase Zonal’s offerings.
• Use storytelling and value selling to successfully pitch Zonal to prospects.

• Handle inbound leads, ensuring timely and appropriate follow-up (we do generate a good number of leads for you to convert).
• Collaborate with the MD to constantly evaluate how to improve conversion rates from leads to opportunities.
• Develop and manage a consistent sales pipeline of qualified opportunities.

• Assist with outbound marketing campaigns, manage initial communications with prospects, and coordinate with lead generation agencies.
• Support the team with quotations, dashboards, testimonials and reporting using the CRM system.

• Work closely with colleagues within Zonal to support the sales process, sharing insights and strategies to optimise performance.
• Participate in sales and marketing team meetings, contribute to pipeline evaluations, and partake in competitor analysis initiatives.
•  

• Engage in consultative sales, building strong relationships with prospective clients and providing tailored solutions
• Manage the entire sales cycle from prospecting to closing deals, starting with single-site deals and expanding as product knowledge grows.
• Earn trust with prospects through honesty and empathy, and drive urgency to close deals.

• Ensure accurate and timely reporting to the Managing Director, including sales forecasts, pipeline status, and conversion rates.
• Prepare detailed weekly reports showing sales performance against targets and highlight areas for improvement.

• This is a remote field-based role, with occasional (twice yearly) travel to Cardiff for full team meetings,
• Attend prospect venues as required, with flexibility in working hours.
• Travel, including overnight stays, may be necessary to secure deals
• Willing to travel up to attend events and participate in in-person meetings.

Who you are

• Minimum of 3 years in a technical sales role.
• Proven track record of selling Property Management Systems (PMS) into hotels with swift, accurate conversions.

• A self-starter who can work independently and drive your own sales pipeline.
• Comfortable being the primary driver of HLS’s sales efforts, taking full ownership of the sales process from prospecting to closing deals (self-generated and via strong company leads).

• Strong presentation and communication skills, capable of translating technical features into customer benefits.
• Proven ability to communicate, sell, and close deals at all organisational levels.

• Strong analytical and problem-solving skills with commercial acumen.
• Organised and capable of managing multiple tasks efficiently, with a focus on accurate reporting.

• Dedicated to exceeding customer expectations and providing tailored solutions.
• Understand and respond to customer needs with a positive attitude and growth mindset.

• Genuine interest in new technologies driving innovation in hospitality.
• Open to feedback, quick to learn, and adaptable to new situations.
• Outgoing and social, ready to communicate effectively across different countries and organisational levels.

What we value