Customer Fulfilment Manager - Enterprise Markets

Manchester, England, United Kingdom

12/12/2024

We understand that the best business partnerships are genuine, and trust comes easily when you have the right partner beside you. That’s why we place relationships at the heart of everything we do.

A different breed of communications provider. Loyal. Supportive. Reliable. By your side. Together, we can accomplish extraordinary things - we can be #GoodTogether.

Role Purpose:

This is a new and exciting opportunity to drive further quality and excellence into Gamma Direct's end-to-end customer experience.

The Customer Fulfilment manager is the beating heart of the end-to-end customer delivery journey and is critical to the success of any order passing through the organisation.

Coordination of all types of orders from both new and existing customers, from acceptance right through to revenue realisation is the primary function.

For complex solutions, you will be working in support of a project team whilst for simpler orders, you will have the opportunity to manage the end-to-end lifecycle with the customer personally.

This is an opportunity to learn about all areas of service delivery and build strong relationships with many departments across the organisation. For strong performers, the role provides a career path towards supervisory or project-related opportunities.

Key Accountabilities:

• Quality control / order acceptance
• Control and maintenance of various Gamma systems and portals
• Customer requirements and data capture, validation and entry
• Oversee provisioning of a broad product set with colleagues and 3rd parties alike
• Coordination of multiple orders and workstreams with adherence to cross-dependencies
• Working to agreed timescales, budgets and quality controls and highlighting risk of failure
• Managing order-related customer communications including site access and regular reports
• Supporting the Projects Team both in meetings and with data and reports
• Ensuring timeliness and accuracy of all communications
• Challenging updates and raising escalations in respect of provisioning failures in line with company policy
• Focus on delivery to revenue targets including ownership of customer billing
• Managing moves adds and changes of existing customers' services
• Supporting debt management activity such as suspension of services
• Arranging deprovision and cease of services in line with customer's contractual obligations
• Billing updates
• Ensuring data accuracy, integrity, and storage, including customer documentation
• Understand and perform to pre-determined KPI measures to achieve success criteria
• Work closely with Quality Assurance to ensure sales verification and compliance with regulatory obligations
  
  
  

The above list of responsibilities is not exhaustive, and you may be required to undertake other responsibilities and training as requested by your line manager, appropriate to your grade

Key Relationships:

• Direct Customers
• Sales and Pre-Sales teams
• Account Managers
• Channel Partners
• Project Managers
• Provisioning and administration teams
• Engineering teams
• 3rd Parties
• Billing and Commercial teams
• Within department
  
  
  

Person Specification

Experience within an order management team, particularly in a Telecoms and Data environment is advantageous. A self-starter who has excellent attention to detail and accuracy. Ability to plan and manage your own work stack, follow process, work independently or as part of an extended team. Must be able to communicate in a medium and language appropriate to the situation, whether this be with the customer directly, 3rd parties or internal teams to ensure the successful delivery of your objectives.

Essential

Desirable

Experience

• 1 year + experience in an administrative environment
• Commercial awareness
• Experience within an order management environment
• Data and/or telecoms products
• Knowledge of Gamma products
  
  
  

Skills/Knowledge

• Competent user of Excel
• Customer service skills
• Problem solving
• Competent MS Office skills, including Excel
• Experience using Salesforce as a CRM
  
  
  

Aptitudes/Attributes

• Excellent written and verbal communication
• Keen eye for detail and accuracy
• Polite and courteous
• Consistent
• Demonstrates positive attitude
• Participative
• Self-motivated, able to work under own initiative
• To be able to work closely as part of a team
• Strong sense of ownership
• Takes responsibility for own learning
• Flexible and dynamic approach to problem solving
• Resilient
• Innovative
• Pragmatic
• Diplomatic
• Ability to adjust behaviour and language as appropriate for the needs of differing situations
  
  
  

Organising/Planning

• Able to manage and prioritise time
• Ability to work under pressure to deadlines
• Application of logical approach to order structures
  
  
  

If you feel you could be a good fit for Gamma but do not think that you meet all the requirements, we still encourage you to apply as you could be the person that we are looking for! Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves.

We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply. We don't discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility so that you to create a work-life balance and enjoy working here at Gamma.

Please note we only use recruitment agencies registered on our preferred suppliers list and as such, any speculative CVs received will not be considered. Agencies cannot work on this role unless released by Gamma's recruitment team.

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