Customer Service Agent - FTTP Order Management

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Customer Service Agent - Order Management Leeds12 month contractThe 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 professional and effective Customer and Order ManagementTo manage orders through the Lead 2 Cash (L2C) Provision journey and resolve issues within that journey to deliver good customer serviceTo provide Customers (Communication Providers and End User Customers) with professional, effective and timely customer updatesAccountable for the delivery of all orders assigned to them including the resolution of issues, progression within the systems and keeping customers informedAccountable for jeopardy management of orders prior to Customer Confirmed Date (CCD) to ensure orders are fluid to maximise on the day deliveryAccountable for resolution management pre and post CCD to ensure on time delivery success or minimised delays in resolutionAccountable for triaging orders and where appropriate taking action to progress the order within the L2C provision processAccountable for providing customers with the latest feedback to ensure they are aware of an orders progressTo support ideas for change within Fibre to The Premise (FTTP) provision journey and embed those changes to improve the customer experienceKEY RESPONSIBILITIES Accountable for the delivery of all orders assigned to them including the resolution of issues, progression within the systems and keeping customers informedResponsible 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 SLAsAccountable 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 paymentsNew 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 makeTo support Product Line and Chief Engineers Office with good product knowledge, to facilitate resolution of FTTP Provision issuesRole 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 aboveThe role holder will be providing customers (CP's) with professional, effective and timely customer updatesSupport ideas for change within FTTP provision journey and embed those changes to improve the customer experienceAccountable for triaging orders and where appropriate taking action to progress the order within the L2C provision processWill be responsible for handling sensitive customer information and must do this always in line with the Client Security PolicyRequired SkillsHighly customer focused on delivering a better service and experience to customersGood organisational and communication skillsAbility to work with other departments and 3rd party suppliers when requiredHave previous Customer Service experienceExperience of inbound and outbound call and query handlingGood written and verbal communicationAbility to own customer issues through to resolutionBasic PC skills with a knowledge of packages and applications e.g. Excel, WordAble to drive for positive results as part of a highly successful team If you feel you would be suitable, please send in your CV