Telecoms Operations Manager


Premium Job From First Utility

Recruiter

First Utility

Listed on

5th May 2016

Location

CV34

Salary/Rate

Competitive + Bonus + Excellent Benefits

Salary Notes

Competitive + Bonus + Excellent Benefits

Type

Contract

Start Date

ASAP

This job has now expired please search on the home page to find live IT Jobs.

Summary:

The UK’s fastest growing and largest independent energy supplier is seeking an Operations Manager with experience in residential Telecoms to join their expanding team. First Utility is committed to helping customers reduce their energy bills through the use of innovative technology, by offering cheaper tariffs and campaigning for industry change.This opening comes at an exciting stage and offers a fantastic opportunity for you to be part of a team hungry to make a difference. We are the ‘Growing Business Awards’ Growing Business of the Year 2014 and the only energy company to have been listed in the fast track 100 for four consecutive years.

Role Overview:

You will be responsible for the day to day operational management of the fledgling telecoms business, nurturing it through growth to development of a firmly established product in the First Utility portfolio.

Your focus will be to deliver great customer experience through provisioning, in life customer services to retention and loss.

Great customer experience and clarity of expectations will be key to the delivery of low costs to serve and high retention for both the telecoms and energy products.

You will be the point of authority and knowledge expert for residential telecoms and the operational activities that surround it but approach it with an extremely positive attitude who sees challenges as opportunities and has the ability to motivate and lead by example, owning and building the telecoms team that will drive the business to the next level.

Areas of specific responsibility:

* Establish and manage operational solutions to help accelerate the growth of the Telecoms base whilst improving SLAs and KPIs.

* Manage customer experience through system changes and process improvements.

* Recruit and manage the operational teams for provisioning, customer services and retention as the business grows.

* Interface with operational and delivery partners to provide a smooth and consistent service in line with contractual SLA and customer expectations.

* Manage the transition of responsibilities from an outsourced partner to internal teams

* Provide regular reporting

* Implement interventions to deliver quality and growth.

* Ensure compliance with industry and selling regulations

* Gather and record market and competitor information

* Promote the brand values of First Utility

The desirable candidate will have...

Problem Solving Capability:

* Ability to clearly identify priorities and challenges to steer a path of greatest value while maintaining excellent customer experience.

* Managing conflicting priorities to achieve customer focussed outcome

* Maximise the benefit from commercial relationships with multiple delivery partners

* Implement the rollout of product development improvements

Knowledge and Experience:

* Understanding of the End to end operational delivery of residential broadband products.

* Prior knowledge of Telecom operational processes including but not exclusive to working with wholesale providers

* Excellent general business process knowledge covering sales and customer management

Skill Sets:

* Financial management to deliver target costs to serve

* Can demonstrate strong organisational skills to cope with several projects at any one time, sometimes working to tight deadlines.

* Strong team player across all departments, stakeholders and 3rd parties with the ability to perform individually.

* Effective communication skills both verbally and graphically

* Attention to detail

* Flexible approach to business requirements

The Benefits:

As well as a rewarding career, development opportunities and competitive salary, you’ll also enjoy 25 days holiday (plus Bank Holidays), pension, option to purchase childcare vouchers, and become eligible for our staff energy tariff along with other great ad-hoc offers

We believe in putting energy into looking after our teams, so you’ll benefit from BUPA Private Healthcare, cycle to work scheme, a great working environment with relaxation areas to recharge your batteries and free soft drinks available all day. We also have "Fruity Friday" where fresh fruit is available every week for all employees.

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