OLO Order Analyst Newbury, England
Job description
Location: Newbury + *Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full-Time (Monday - Friday / 37.5 hours per week)
Hybrid
Who We Are
We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.
At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
Join our Vodafone Business Technology Solutions team, where we support businesses of all sizes with world-class technology solutions. We design and develop our Fixed Line solutions, drive efficiency through automation and AI, and implement it all directly with our customers.
What You'll Do
Responsible for delivering the best possible service experience that exceeds expectations throughout the order delivery cycle. This role’s initial accountability will be primarily for the OLO tail delivery for our customers which will focus on Openreach but may include others as and when defined by process or demand. The role will be responsible for the overall management of the suppliers against KPI’s and milestones. Ensuring all updates are provided to the customer facing order analyst to liaise with the customer. The role is required to help manage customer expectations ensuring all provided OLO updates from our suppliers are in a customer friendly communication.
In a fast-paced environment that drives continuous improvement to better customer experience the role, dependant on demand and business needs may be required to adopt tasks that support the end to end delivery of orders in the pipeline with full engagement into our customers.
Key Accountabilities:
- Proactively manage OLO tail orders, supporting order management with meeting overall committed dates
- Deliver effective, timely and clear communications that can be passed straight on to our customers
- Identify customer delivery issues during OLO delivery, and pushing to resolve in a timely manner, escalating where required in to the OLO Review Team or Delivery Escalation Team.
- Monitoring and validating delays identified by OLO supplier. Taking appropriate action in line with process
- Reduce the number of OLO orders in delay to ensure Vodafone mean time to provide is kept to a minimum
- Monitoring auto cancellation dates in order to prevent any auto cancellations and any costs being incurred by Vodafone.
Who You Are
- Excellent communication skills, enabling interactions to be managed in a confident, courteous and professional manner
- A proven track record of dealing with Ethernet fibre deliveries and managing customer expectations in a fast-paced customer service environment
- Good product, process and industry knowledge for telecoms products
- Ability to work under pressure
- Precise and attentive to detail – Quality focused
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
What We Offer
We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools, market leading parental leave policies and an innovative Reconnect programme for people who have taken a career break.
Together We Can
Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.
