Installations Co-Ordinator (Remote) Liverpool, England
Job description
Installations Co-Ordinator
About us:
YouFibre is on a mission to provide the best broadband experience possible, by delivering faster broadband for affordable prices whilst providing the best in-class customer service. We’re a small team of excellent individuals working together in a high growth, fast paced environment aiming to break into the UK’s top 10 Internet Service Providers.
Job purpose:
Growing our customer base as much as possible is our aim and this role will be the heartbeat of achieving that. You will be the person connecting the YouFibre customers to the external network installation teams, ensuring the customers receive a 5* experience throughout their installation journey.
Key responsibilities:
Overall installations management between the customer, YouFibre and our network build partners (scheduling, reporting, quality)
Working closely with our partner’s installation team on daily basis to deliver scheduled installations and improve processes, ensuring quality and customer needs are paramount
Investigating complaints that have stemmed from installations and being first point of contact/escalation for both, our partners and customer service team to ensure all installation related issues are resolved promptly and to high standards
Owning the failed installation process, ensuring customers are proactively updated in a timely manner, and holding our build partners to their SLA’s
Responsible for clean installation data across CRM systems
Taking management of personal workload and dealing with customer issues from start to finish, assuring YouFibre’s high standards of service are met
Being the go-to person for the FTTP installation enquiries and questions within YouFibre.
Sharing your ideas and feedback, as this is how we build a bigger, better, and stronger team
Key requirements:
Great attention to detail and a desire to get the job done right
Experience in a customer service related role
Excellent communication skills both verbal and written
Solution focused
Well organised and an ability to work to tight deadlines
A team player with a can-do attitude
Believes and exhibits PRIDE (personal responsibility in delivering excellence)
Being an all-round awesome person
Role specifics:
5 days a week, Monday – Saturday, rota and shift times may be applicable
Fully remote, however within travel distance to an office in Liverpool for occasional team meetings
Benefits:
£25k salary
Equity – yes, a real part of the company!
25 days holiday plus bank holidays
Enrolment in to pension scheme
Continuous development and long-term career prospects
Job Type: Contract
