Broadband Delivery Coordinator – Manchester

Broadband Delivery Coordinator (Provisioning and Stock) is required by our client – a dynamic, agile and profitable voice and data services company who has become one of the fastest growing businesses in the UK telecommunications market over the last few years.

This new role will encompass a range of key customer service activities providing provisioning support to channel partners, across a range of Broadband & IP Telephony products.

The position sits within the existing fast paced and high growth support desk where you will be responsible for handling customer enquiries via call, email and chat. Co-ordinators will be responsible for managing the completion of end to end provisioning activities to SLA, keeping the customer informed throughout the process.

Key Responsibilities

1. Order placement and provisioning

  • Manage product orders using a variety of internal and external systems
  • Clearly communicate timelines for provision to customers
  • Jeopardy manage provision activities to ensure actioned within SLA
  • Clearly communicate progress to the customer throughout the process
  • Provisioning will be for both large scale complex projects and business as usual provisioning  requests
  • Communicate and manage known stock issues to both internal and external parties
  • Work between a variety of different workflows, prioritising workload accordingly
  • Actively managing back office systems to ensure customer service levels are met
  • Managing service relations with suppliers

2. Customer Query resolution

  • Handle and resolve end to end customer queries, aiming for first time fix

3. Escalation Management:

  • Escalate as necessary on behalf of the customer – both to appropriate internal and supplier teams and line management
  • Understand and use effectively/appropriately escalation paths to seek resolution for customer queries, ensuring the customer is updated throughout
  • Conduct ‘root cause’ analysis on resolution of any provisioning incidents to identify cause of failure and undertake preventative actions

 4. Communications

  • Provide clear customer communications via email, phone and chat
  • Use appropriate and professional language (i.e. tailored to the callers telecommunications knowledge) to provide effective customer communication 

Requirements

  • Great communication skills – both in writing and verbally.
  • Flexible and adaptable – able to work effectively with changing requirements.
  • Great customer support skills – with a track record in supporting business customers. 
  • Self-starting – able to manage your own workload in an organised and efficient way.
  • Reliable and organised – Take responsibility for queries and see them through to conclusion in an organised and efficient way.

Salary:  Up to £22K (dependent upon experience) plus excellent benefits

  • Bonus
  • Pension scheme
  • Life assurance
  • Income protection
  • Childcare vouchers and paid paternity leave
  • Enhanced maternity / adoption payment and return to work bonus
  • Numerous online discounts
  • Eye care vouchers
  • Ride2Work scheme
  • Paid time off for volunteering initiatives
  • 25 days Leave, with option to buy/sell holiday days, plus English public holidays

Role Type: Permanent

Salary: Up to £22K (dependent upon experience) plus excellent benefits

Ref: JT090920191417

Please contact James Thompson– 0161 929 7628 or James.Thompson@ftselect.com