On Net Service Delivery Agent

Job Vacancy

Key purpose of the role

The on net service delivery agent role carries responsibility for ensuring the smooth delivery of our on net circuits. Having the customer at the heart of what we do, you will develop effective relationships with suppliers to meet challenging time scales and be pragmatic enough to steer through complex issues to ensure circuits are handed over in a timely fashion. As a team, we will continually look to always facilitate improvements and efficiencies with the customer experience in mind. You will also keep customers and partners fully updated with order progress, with close attention to delivery timelines and highlighting issues that may jeopardise delivery. This role will suit candidates who wish to pursue a career in the telecommunications industry with a leading company driving fibre delivered products and services to partners, businesses, and residential customers across the UK.

Key Accountabilities

  • Engaging with and working professionally with our on-net suppliers / contractors  
  • Work as a strong team player to help drive an efficient service delivery  
  • Work in a supporting role to the ITS Project Managers 
  • Engage with customers for day-to-day service delivery queries and provide timely / accurate updates
  • Manage a work stack of 60-80 on net circuit deliveries 
  • Identify and manage risks & issues to minimise the impact to customers and the ITS business 
  • Providing a support service to the service desk during any major service outage  
  • Escalation of our more challenging service delivery installs  
  • Work as part of a team to maintain a positive environment, building strong relationships across the business

Other Duties and Responsibilities

  • Act in accordance with our values and behaviours 
  • Take active responsibility for your own career development and performance 
  • Ensure your conduct is within our policies. 

In addition to the responsibilities listed above, the job holder may be required to perform other duties as assigned from time to time by their manager or a senior leader.

This job description may vary in consultation with the post holder to reflect changes within the marketplace, the department, or the business. 

Person Specification Overview

Qualifications & Training

Desirable

  • Customer service training

Experience

Essential

  • Microsoft Office application skills  

 Desirable

  • Knowledge of telecoms industry fibre broadband products and services  
  • Experience working in a customer service environment 

Skills / Abilities & Relevant Competencies

Essential 

  • Analysis, organisation, and planning skills 
  • Excellent communication skills (written and verbal) 
  • Self-motivated and driven to meet service objectives and targets  
  • Enthusiastic and highly motivated with an eye for detail 
  • Able to liaise and interact effectively with management, technical teams, and customers 
  • Ability to listen, empathise and gain customer confidence 
  • Flexible approach and able to manage a varying workload 
  • Team Player 

 Desirable 

  • Experience using Customer Relationship Management (CRM) systems or portals 

Special Requirements

  • Able to travel to various ITS office locations as requested 
Salary: Competitive
Location: Chester / Warrington
Deadline: 28/02/2022

Interested? The full job specification can be downloaded at the link below.

To apply, please complete the form below, attaching a covering letter and your CV.