Customer Service Advisor - Order Management

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My Client who is based in Leeds is looking for a Customer Service Advisor to work in their order management team for an initial 9 month contract with the potential to extend.

The key purpose of this role is to ensure the end to end delivery of Ultrafast Provision Customer Experience by managing orders through the Lead 2 Cash (L2C) journey, liaising with various stakeholders to resolve any issues within the journey and providing customers with professional, effective and timely updates. This will maximise on the day and on time delivery success, as well as minimising delays in resolutions and reducing our commercial exposure.

*To provide Openreach with professional and effective Customer and Order Management

*To manage orders through the Lead 2 Cash (L2C) Provision journey and resolve issues within that journey to deliver good customer service

*To provide Openreach Customers (Communication Providers and End User Customers) with professional, effective and timely customer updates

*Accountable for the delivery of all orders assigned to them including the resolution of issues, progression within the systems and keeping customers informed

*Accountable for jeopardy management of orders prior to Customer Confirmed Date (CCD) to ensure orders are fluid to maximise on the day delivery

*Accountable for resolution management pre and post CCD to ensure on time delivery success or minimised delays in resolution

*Accountable for triaging orders and where appropriate taking action to progress the order within the L2C provision process

*Accountable for providing customers with the latest feedback to ensure they are aware of an orders progress

*To support ideas for change within Fibre to The Premise (FTTP) provision journey and embed those changes to improve the customer experience.

*Accountable for the delivery of all orders assigned to them including the resolution of issues, progression within the systems and keeping customers informed

*Responsible for managing orders through the L2C provision journey and resolve issues within that journey. The role holder will have the ability to make decisions which help keep orders fluid for example moving work between resolving teams, prioritising one order over another due to brand damage or exposure of breaches in SLAs

*Accountable for the day to day management and job control of failed orders past CCD (tails) to minimise delays, minimise customer dissatisfaction and reduce Service Level Guarantee Scheme payments

*New automation systems will drive work to the role holder on a transactional basis to get orders made fluid and guided journeys will determine the actions the role holder will need to make

*To support Product Line and Chief Engineers Office with good product knowledge, to facilitate resolution of FTTP Provision issues

*Role holder will contribute to the key measures of the team, which will be based on Key measures for this role will be based on "on time delivery" - ensuring orders are completed on or before the CCD, "mean time to provide" - minimising the amount of time it takes to deliver a FTTP order, "tail as a % of work stack" - how many orders have gone past the CCD and essentially how many customers have we failed as a percent of the overall workstack - change to as above

*The role holder will be providing customers (CP's) with professional, effective and timely customer updates

*Support ideas for change within FTTP provision journey and embed those changes to improve the customer experience

*Accountable for triaging orders and where appropriate taking action to progress the order within the L2C provision process

*Will be responsible for handling sensitive customer information and must do this always in line with the Openreach Security Policy

*Acts with integrity when liaising with other Openreach departments and external suppliers and customers

*Demonstrate a sense of urgency by challenging timescales to deliver success within minimal lead times

*Escalating to the appropriate levels of managerial structure to remove roadblocks for resolution

*Maintaining quality notes on all tasks handled, showing expected resolution dates and providing an audit trail

Required Skills

*Highly customer focused on delivering a better service and experience to Openreach's customers

*Good organisational and communication skills

*Ability to work with other departments and 3rd party suppliers when required

*Have previous Customer Service experience

*Experience of inbound and outbound call and query handling

*Good written and verbal communication

*Ability to own customer issues through to resolution

*Basic PC skills with a knowledge of packages and applications e.g. Excel, Word

*Able to drive for positive results as part of a highly successful team

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.