A range of opportunities and benefits are available at Union Street

QA Manager – Testing

Home based + Face to face meetings in London will be required several times a year

37.5 Hours per week

Up to £65,000 p.a. DOE

Professional & Personal Skills

• Proven experience in managing QA testing team
• Excellent attention to detail with dedication to quality code
• Flexible, Enthusiastic, and willing to go the extra mile. Happy to embrace change
• Ability and drive to pull out all the stops to achieve tight deadlines
• Proactive and self-motivated – the ability to work unsupervised. great organizational, time management and planning skills
• Capable of generating and implementing new ideas and learning from experiences
• Excellent analytical, problem solving and debugging skills
• Excellent communication skills written and verbal, with the ability to talk to and present to a range of audiences; sometimes acting as a translator between parties
• Ability to work under pressure on multiple projects within your project timeframes
• Understanding of the Agile approach and Scrum methodology, with an appreciation of quality control, change management and release process

The successful candidate will have experience in the following key areas:

• Proven experience as a QA Manager at a software company
• Working with automation tools such as Cucumber, Selenium (or similar), be familiar with Azure and use of Atlassian suite of products
• Technical background and experience in test strategy
• Good working knowledge of web-based systems and systems integration

What we're looking for:

Working with the Development Department Manager to define, implement and manage a well-defined QA testing process and champion ongoing process improvement initiatives to implement best practice throughout the department.

Ensure requirements provided from the Product and Development teams meets agreed criteria which should include scope, schedule, finance, risk, and quality to allow QA team to deliver exceptional solutions.

Prepare and distribute progress reports; manage risks and issues; correct deviations from plans; and performance, presenting strategy and progress to board.

Promote empowerment of the team, ensure that each team member is fully engaged in their projects and making a meaningful contribution, and encourage a sustainable pace with high levels of quality.

Work with Development Department  Manager to define and deliver team objectives

Work closely with Development Department Manager, Development team lead (Scrum master) Tech Authority and QA teams to unite the all the development departments to ensure consistent quality in all areas. This would include but not limited to environments, DBs,

Developing the test strategy for a cloud-based billing and provisioning platform. This includes but not limited both manual and automation testing.

• Oversee the full testing lifecycle
• Reviewing and writing test plans and scheduling QA activities
• Advocate for QA best practices across project delivery
• Keeping abreast of current trends in Industry and software development to create a culture of continued improvement
• Preserve information security, report security breaches, in line with the Information Security Policy, and to act in accordance with the requirements of the Information Security Management System

Bureau Billing Analyst

Home-based with very occasional travel to the Surrey office

37.5 hours per week

£24,000 – £30,000 p.a. DOE

Professional & Personal Skills

• Demonstrable experience in a Customer Service / customer-facing role
• Demonstrable strong numerical skills
• Knowledge of the Telecommunications industry is beneficial, but not essential
• Experience with Microsoft Office products (e.g., Word, Excel, PowerPoint, Project, Visio)
• High degree of attention to detail
• Excellent verbal and written communication skills
• Excellent punctuality and time management
• Ability to work under pressure and meet tight deadlines
• Ability to interpret written and spoken requirements
• Ability to work well within a team
• Ability to perform under pressure
• Ability to manage priorities while working on several tasks simultaneously
• Ability to interact professionally with a diverse group, customers, colleagues, and managers
• Flexible approach and positive attitude

What we're looking for:

• Complete daily, weekly & monthly checks and fraud monitoring on customers billing platforms & Creation / management of billing periods
• Provide a first-class bureau billing service to our customers, assisting them with aBILLity software related queries via phone and email
• Advise customers on potential areas of loss and suggest remedies to increase margin and profitability
• Provide a support to other team members when required
• Mintain a high degree of customer service for all queries and adhere to all service management principles
• Ownership of nominated Bureau customers, ensuring a high degree of customer satisfaction
• Respond within the documented SLA’s to enquiries from clients and help them resolve their software problems
• Log and own problems encountered directly or reported by the customer to the support team
• Support users in the use of our bespoke aBILLity software by providing necessary training and advice for the customer
• Implement and adhere to all aspects of Union Streets TMBS
• Implement and adhere to Union Street Best practices regarding billing practices
• Information Security Policy, and to act in accordance with the requirements of the Information Security Management System

Software Support Team Leader

37.5 Hours per week

Home Based (occasional travel) OR Office based (Richmond)

£30,000 – £35,000

Professional & Personal Skills

• Strong problem-solving skills and a good understanding of web-based software, technologies, systems, and processes.
• Ability to take ownership of escalations and act as an escalation point for customers, team members, and internal stakeholders.
• Experience working with SQL Server Management Studio (SSMS).
• Ability and desire to learn and develop new skills and technologies.
• Proven experience working in a support environment, including telephony-based customer service experience.
• Excellent communication skills and ability to engage with people possessing various degrees of technical understanding.
• Self-motivated and driven, with the ability to multitask and respond well under pressure.
• Ability to manage time and prioritise work effectively.
• Commitment to service improvement with a customer focused attitude.

Desirable criteria

• Knowledge of ITIL or ITIL Foundation qualification.
  • Incident Management.
  • Request Fulfilment.
  • Problem Management.
  • Change Management.
  • Event Management
• Knowledge of Microsoft technologies E.g.
  • Azure.
  • MS SQL.
  • Active Directory.
• Experience with logic monitor or similar monitoring software.
• Knowledge of how programming languages work
• Understanding of the telecommunications industry would be a distinct advantage.

What we're looking for:

• Lead and mentor of a team of software support engineers, providing:
  • Assistance with technical queries and investigations.
  • Management and prioritisation the team’s workload.
  • Identification of training needs within team, coordinating or delivering appropriate training.
  • Monitoring of teams KPIs and delivery of departmental objectives.
  • An escalation point within the team for ongoing issues
  • Identifying and collating teams’ technical issues and working with Problem and Development teams to find solutions
  • Coordination and leadership of daily team sessions to review productivity and share business news
  • Regular 1-2-1’s with team members with support of Support Manager
  • Representation of your team at departmental management meetings

• Investigate, troubleshoot and diagnose technical issues with our software platforms
• Database interrogation through use of SQL Server Management Studio (SSMS) to understand data discrepancies and provide workaround for incidents via data fixes
• Prioritise and manage team’s open support cases and ensure all cases are kept up to date with progress in accordance with customer SLAs
• Identify trends in repeat support cases and raise problems to Problem Management team to proactively reduce avoidable incidents
• Accountable for utilising monitoring software to identifying major infrastructure incidents via monitoring software
• Contribute towards the maintenance of the company’s internal support documentation and knowledge base
• Provide training and advice to customers and junior team members via phone, email, ticketing platform and collaboration software
• Able to communicate technical information in a clear and understandable manner to both technical and non-technical audiences
• Monitor cases to ensure senior staff are informed about issues before they escalate
• Willing to learn how to support new technologies and products as they are developed and released
• Contribution towards team Key Performance indicator (KPIs) and objectives
• Preserve information security, report security breaches, in line with the Information Security Policy, and to act in accordance with the requirements of the Information Security Management System
• Implement and adhere to all aspects of Union Streets Total Metering and Billing Systems (TMBS)

Software Support Engineer

37.5 Hours per week

Home or Office based (Surrey)

£25,000 – £30,000 p.a. DOE

Professional & Personal Skills

• Strong problem-solving skills and a good understanding of desktop and web-based software, technologies, systems, and processes
• Experience working with SQL Server Management Studio (SSMS)
• Proven experience working in a support environment, including telephony-based customer service experience
• Strong communication skills and ability to engage with people possessing various degrees of technical understanding
• Self-motivated and driven, with the ability to multitask and respond well under pressure
• Ability to manage time and prioritise work effectively
• Commitment to service improvement with a customer focused attitude

Desirable criteria

• Knowledge of ITIL or ITIL Foundation qualification.
• Knowledge of Microsoft technologies – Azure / SQL / Active Directory
• Familiarity with programming in Delphi, C#, .NET, HTML
• Familiarity with ebXML architecture
• Familiarity with SQL Server Reporting Services (SSRS)
• Experience in using MS Visual Studio
• An understanding of the telecommunications industry would be a distinct advantage

What we're looking for:

• Able to investigate, troubleshoot and diagnose technical issues with our web and desktop software platforms
• Database interrogation through use of SQL Server Management Studio (SSMS) to understand data discrepancies and provide workarounds for problems via data fixes
• Deliver an exceptional customer service experience by ensuring that cases are responded to in a professional manner and in accordance with customer SLAs
• Prioritise and manage personal cases ensuring clients are kept up to date with progress in all instances
• Conduct root cause investigations to identify software problems feeding vital information to our Problem Management team
• Identify and highlight trends in repeat support cases to proactively reduce avoidable incidents and propose enhancements to avoid repeat
• Utilise monitoring software to identify infrastructure incidents that could lead to service impacting incidents
• Analyse system and software log files to diagnose causes of software problems
• Contribute towards the maintenance of the company’s internal support documentation and knowledge base
• Provide training and advice to customers and junior team members via phone, email, ticketing platform and collaboration software
• Able to communicate technical information in a clear and understandable manner to both technical and non-technical audiences
• Monitor cases to ensure senior staff are informed about issues before they escalate
• Willing to learn how to support new technologies and products as they are developed and released
• Contribution towards team Key Performance indicator (KPIs) and objectives
• Preserve information security, report security breaches, in line with the Information Security Policy, and to act in accordance with the requirements of the Information Security Billing Management System
• Implement and adhere to all aspects of Union Streets Total Metering and Billing Systems (TMBS) regulations

CXT Engineer

37.5 Hours per week

Remote with customer site visits

£35,000 – £40,000 p.a. DOE 

What we're looking for:

• Provide customer support in the form of telephone, email and remote dial in within an ITIL framework for software applications and products developed by Union Street Technologies.
• Provide the best billing and provisioning support to customers via remote training, on-site training, knowledgebase videos and live chat promptly and effectively.
• Implementation of new Union Street billing and WLR3 systems for new customers in accordance with Union Street guidelines.
• Migration of existing customer database into the Union Street billing platform, parallel bill run and testing to ensure a good level of accuracy against the existing platform.
• Provide general consultancy on all aspects of Union Streets products.
• Provide support during customers initial bill run(s).
• Provide hand holding support for new customers as they become familiar with the Union Street products.
• Maintain the highest level of customer service for all support queries and adhere to service management principles.
• Act as the main point of contact for phone, email and live chat enquiries and requests from staff or customers.
• Receiving, logging, and managing calls via telephone and email.
• Ensure cases are resolved within the relevant SLA target.
• Monitoring the status and progress of cases assigned to the CXT Group.
• Escalating the process as necessary per established escalation policies.
• Raise cases where required in Service Desk.
• Detection of possible problems and the notification of such to Union Street billing support and the problem team.
• Participation in audit activities related to the Request, Incident and Change Management process.
• Contribute to and drive forward all Service Improvement Initiatives.
• Provide assistance to other areas of Support when required.
• Work with other departments to enhance and develop Union Streets products and services.  This could take form as idea sharing, functional ‘front end’ testing or taking part in focus groups.
• Preserve information security, report security breaches, in line with the Information Security Policy and to act in accordance with the requirements of the Information Security Management System.

Professional Services Engineer

37.5 Hours per week

Remote with occasional travel to the Surrey office

£40,000 – £42,500 p.a. DOE

Professional & Personal Skills

• Good knowledge of the SQL database language
• Strong communication skills and be able to effectively communicate with people at various degrees of technical understanding within the organisation
• Understanding of good customer service and be able to communicate with customers effectively to determine customer requirements and manage expectations
• Ability to communicate with customers effectively to give feedback and progress on current implementations
• Ability to communicate with customers effectively to give an overview/basic training of new modules configured within their systems
• Self-motivated and driven, with the ability to multitask and cope with a busy and varied work load
• Broad skill set in the MS Office Product set
• Ability to manage time effectively

Technical Skills  

• Good understanding of Union Street products
• Process driven
• Full understanding of Change management
• Understanding and efficiency in collaboration, open communication and reaching across functional borders
• Background in the telecommunications sector is desirable but not essential.
• Previous knowledge of data migration activities

What we're looking for:

• Creation of hand over documentation and training requirements for the customer and Union Street internal departments
• Rolling out and configuring new aBILLIty & Affinity modules into existing customer’s systems
• Update customers databases in accordance with bespoke requests from the customer
• Work with the Professional Services team to continually improve the data migration process
• Preserve information security, report security breaches, in line with the Information Security Policy, and to act in accordance with the requirements of the Information Security Management System

Migration tasks for new and existing projects will include:

Configuring new instances of Union Street’s systems aBILLity and Affinity for use by new customers.  This will include setting up blank systems and migrating the customer’s existing data into the new system:

• Analysis of customer source systems and process
• Understand, capture and perform data migration / conversion requirements including data cleansing and de-duplication from customer platforms
• Run Customer Data Migration workshops
• Management of data migration tools / applications and liaise with Union Street development and architecture teams to ensure continued enhancement of these tools
• Review and report migration results
• Assist customers in reviewing migrated / converted data. Provide input and guidance to the implementation Project Manager as appropriate for project planning purposes
• Pro-actively identify and address issues that can delay the project and pre agreed delivery dates

New Business Executive 

37.5 hours per week

Home/Office (Surrey)/Customer Site

£36,000 – £44,000 p.a. DOE + Commission (OTC £90,000+ uncapped) + Car allowance

2 vacancies available

Professional & Personal Skills

• Ideally, we’d love it if you worked in a similar sector and role, but what is more important to us is that you have worked in (and enjoyed) sales before. You get phrases such as ‘pipeline’, ‘targets’ and ‘KPIs’
• You’ve nailed it when it comes to communication; we mean things like your ability to ‘read a room’, hear what’s not being said, active listening and your ability to talk to absolutely anyone
• Solid demonstrable working knowledge of Microsoft Office packages, or fully adept at picking it up quickly
• Self-sufficient, thrive with autonomy and you dislike being micro-managed
• Comfortable in a fast-paced, high-growth, sales environment. No shrinking violets need apply
• Amazing ability of showcasing the business benefits of selling Union Street services (or moving existing services to Union Street) to business owners and senior executives
• Obsessive ‘Go Get Can Do’ ‘Hunter’ attitude towards sales

What we're looking for:

New Business Coordinator/ Lead Generator

37.5 hours per week

Home-based + office max once per week

£24,000 – £30,000 + Commission (OTE £20,000 uncapped)

Professional & Personal Skills

• Ideally, we’d love it if you worked in a similar sector and role, but what is more important to us is that you have worked in (and enjoyed) appointment setting/Telemarketing before. You get phrases such as ‘pipeline’, ‘targets’, ‘talk-time’ and ‘KPIs’
• You’ve nailed it when it comes to communication; we mean things like your ability to ‘identify customer needs’, hear what’s not being said, active listening and your ability to talk to absolutely anyone
• Solid demonstrable working knowledge of Microsoft Office packages, or fully adept at picking it up quickly
• You’re self-sufficient, thrive with autonomy and you dislike being micro-managed
• You are comfortable in a fast-paced, high-growth, sales environment. No shrinking violets need apply
• For you to have an amazing ability of showcasing the business benefits of selling Union Street services (or moving existing services to Union Street) to business owners and senior executives
• An obsessive ‘Go Get Can Do’ ‘Hunter’ attitude towards sales.

Technical Skills Required

• Excellent presentation and communication skills
• Proactive approach to lead and new business generation
• Strong organisational and administration skills
• Ability to work well within a team
• Understanding of Saas applications. (Software as a Service)

What we're looking for:

• First and foremost, you’ll be living and breathing the Union Street philosophy of ‘excellence in customer service’ and providing a best-in-class service to existing and new partners
• Identify suitable prospective partners from existing data sources, social media, websites, and industry press
• Provide outboard calls to CEO and Director level staff introducing Union Street and its award-winning billing platforms
• Respond to inboard calls from prospective and existing partners
• Reignite sales opportunities from previous partner engagements
• Chase outstanding paperwork, existing proposals, and contracts on behalf of the New Business Sales Team
• Update, manage and produce reports using the Union Street Dynamics CRM
• Delivering value proposition at CEO and Director level
• Maintaining Microsoft Dynamics CRM system with all activity, information, and updates
• Ensure all call stats and KPI’s are met

Account Manager

Full time, 37.5 hours

Home/Office (Surrey)/Customer Site, Home-based with travel

Salary: £30,000 – £40,000 p.a. DOE + Commission

3 positions available 

Professional & Personal Skills

• Experience of working with either the aBILLity and/or Affinity billing platforms
• Experience of working in billing, IT and/or telecoms
• Excellent interpersonal, numeracy, literacy, and communication skills
• Excellent organisational and time management skills
• Optimistic and positive attitude when engaging with partners and colleagues
• Proven ability to multitask and prioritise under pressure
• Self-starter
• Good listening skills
• Accuracy and attention to detail

Technical Skills Required

• Detailed knowledge of Union Street’s products and good industry knowledge
• Excellent presentation and demonstration skills
• Proactive approach to business generation
• Strong negotiation skills
• Strong organisational skills
• Ability to work well within a team
• Basic working knowledge of contracts, terms and conditions and the ability to negotiate standard and non-standard terms and conditions
• Ability to understand and interpret complex information and requirements
• Willingness to travel

What we're looking for:

• Managing allocated partner accounts to increase revenue streams, improve relationships and the sale of Union Street products and services
• Ensure that all service level agreements are achieved
• Developing relationships with key decision makes and senior contacts within allocated partner accounts
• Attending, implementing, and demonstrating strategies and techniques as delivered during team training and individual coaching sessions
• Identifying partner customer service issues and escalating them to the relevant person/department according to Union Street guidelines
• Ensure that allocated partner accounts are kept appraised of the company’s services and product developments, identifying, and promoting those of most relevance
• Meet and exceed targets as set by the Sales Director
• Provide regular and accurate reports on pipeline and opportunities
• Promoting and demonstrating Union Street products and services to prospective new partners
• Updating and maintaining Union Street’s customer relationship management database, recording all activities to ensure accuracy of records
• Taking responsibility for professional development through industry research, attending industry, events and conferences, and product training provided by the company
• Developing a comprehensive knowledge of the company’s products and services and how they are deployed in the wider industry
• Working with other departments and suppliers to ensure compliance and high levels of service are maintained
• Carry out other reasonable tasks as required by the business
• Preserve information security, report security breaches, in line with the Information Security Policy, and to act in accordance with the requirements of the Information Security Management System

Junior Developer – 2 positions

Full time, 37.5 hours

Home based

£40,000 per annum DOE

Professional & Personal Skills

Demonstrable experience in an IT technical role in a Windows Active Directory environment, ideally with balanced elements of Infrastructure, Support and Development.

• Good working knowledge of:
  • C#, JavaScript in the.NET Framework
  • SQL, ability to write functions and stored procedures
  • Angular, Cordova, XCode, Android, and iOS app deployment
  • Windows including Administration (Server and Client Operating Systems)
  • Internet Information Services (IIS)
  • Authentication
  • Virtual Machines

What we're looking for:

• Analyse and develop the Wisdom code base
• Upgrade and update existing application software used by the development team
• Working with C#, JavaScript and SQL in the.NET Framework to investigate issues, analyse and develop with the Wisdom software
• Working with Angular, Cordova to investigate issues, analyse and develop with the Wisdom software

• Full time, 37.5 hours
• Home based with travel to offices required across the UK
• £45,000 DOE

To apply for this vacancy, click here: Careers at Union Street Technologies (smartrecruiters.com)

Professional & Personal Skills

Demonstrable experience in an IT technical role in a Windows Active Directory environment, ideally with balanced elements of Infrastructure, Support and Development.

• Good working knowledge of:
  • Windows including Administration (Server and Client Operating Systems)
  • Internet Information Services (IIS)
  • Active Directory Domains
  • Authentication
  • Virtual Machines
  • Networking

What we're looking for:

• Migrating the existing infrastructure from its current to a new location
• Upgrade and update existing application software used by the development team
• Working with C#, JavaScript, and SQL in the .NET Framework to investigate, troubleshooting and diagnose technical issues with the Wisdom software
• Undertaking change requests and configuration of Wisdom software and database through SQL Server Management Studio (SSMS)
• Identifying trends in common support cases and proposing solutions on how to proactively reduce avoidable incidents

• Full time, 37.5 hours
• Home based
• £30,000 per annum DOE

To apply for this vacancy, click here: Careers at Union Street Technologies (smartrecruiters.com)

Professional & Personal Skills

Demonstrable experience in an IT technical role in a Windows Active Directory environment, ideally with balanced elements of Infrastructure, Support and Development.

Good working knowledge of:

• Windows including Administration (Server and Client Operating Systems)
• Internet Information Services (IIS)
• Authentication
• Virtual Machines

What we're looking for:

When assisting the support team, you will investigate, troubleshoot, and respond to customer enquiries, faults and change requests from an established customer base including local government and housing associations, providing solutions to cases logged on our internal case management platform. This role may be dedicated to a specific customer, should the need arise.