Order Manager

Base location: Reading/Havant - hybrid working with 2 days in the office

Salary: £25,000 - £35,000 depending on experience + performance related bonus + a range of other benefits to support your family, finances, and wellbeing.

Working Pattern: Permanent Full time with the option of hybrid working

THE ROLE

The Customer Provisioning Team is responsible for the complete end to end service delivery, placing, delivering and ceasing of services from Neos Product Portfolio (Ethernet and Optical) ranging from telephony solutions to high-speed fibre circuits from other licensed operators such as Openreach, Virgin Media and, Vodafone, City Fibre, Sky and TalkTalk Business etc.

You will build and place customer orders using Neos systems and onto third party Telecoms partner portals such as Openreach, TalkTalk Business, Sky, Virgin Media, and City Fibre etc. Once placed you will pro-actively manage the delivery with multiple telecoms suppliers, liaise with customers on service delivery, providing regular updates through to handing the service over to the customer. You will deal with customers (both internally and externally) on all aspects of service delivery, manage customer expectations and supplier escalations: whilst delivering exceptional customer service will be a critical part of your role.

As part of overall service delivery, if customers are looking to cease their services with Neos, we require you to be able to process ceasing of the circuits on our network and with our suppliers together with supporting our Project Managers as part of the cost saving initiative identified.

To succeed in this role, knowledge of Telecoms industry and experience of placing, managing the delivery of and ceasing of Ethernet and Optical services from telecoms service providers is preferred but not essential. You will need to be able to manage a busy workload with conflicting priorities, ability to work under pressure, aptitude of problem solving, have an excellent attention to detail and be a confident communicator at all levels.

Preferred but not essential

• Knowledge and understanding of standard Telecoms processes and procedures from placing, managing and ceasing of services.
• Experience of working in a fast paced, dynamic office environment and working with both Internal and external customers.
• Financial: In terms of reviewing costs and termination fees.

Preferred Functional / Technical Skills

• Experience of placing / managing and ceasing orders.
• Knowledge and exposure of Openreach and other Telecom’s providers Ethernet, Optical and cabling solutions.
• Escalation handling expertise and dealing with jeopardy cases for high-profile customers is desirable.
• Good working knowledge of relevant client/customer procedures and systems
• Ability to interpret order forms and designs is desirable.
• Attention to detail
• Confident telephone manner
• Ability to collate and manipulate data
• Proficient in main Microsoft Office applications (Outlook, Excel)
• Understanding of all relevant company policies, procedures, and systems

Personal Attributes / Competencies

• An aptitude for business problem-solving.
• Ability to support and embrace change.
• Experience in assisting with finding solutions to improve workflow, tracking of business processes.
• The ability to work under pressure, manage a busy workload with conflicting priorities
• Will be an excellent team player who respects other ideas and is a sound listener
• A confident and professional communicator
• Articulate, highly motivated and tenacious with the ability to self-manage and act on one’s own initiatives – a self-starter who takes ownership and accountability, with a proactive approach to your work
• Excellent customer service skills with a solution focused attitude and who knows attention to detail, accuracy and timelines are all critical
• Precise and attention to detail - Quality focused

Additional Activities

• Drive continuous improvement within the Provisioning team
• Training and Mentoring New Starters on Systems, process, procedures, and management standards
• Testing new systems and processes on behalf of delivery colleagues
• Take ownership of your continued learning and development

Next Steps

All applications should be submitted online, and I'll be back in touch after the vacancy closing date to let you know the outcome. Should you need any further assistance please contact [email protected]