process manager Horsham, England
Job description
Customer Order Team Leader
Salary: £26,000 - £28,000 (depending on experience)
Hours: Monday to Friday 08:30 – 17:30
Holiday: 25 days + bank holidays
Location: Horsham, West Sussex. Flexible working options available.
Who are we?
Home Telecom is a leading broadband provider covering all of the UK and backed by TalkTalk. Working closely with over 4000 letting & estate agents. Run by Telecom Acquisitions, this exciting role offers the opportunity to work in our residential business and represent several major brands including Home Telecom, Fleur Telecom and Eclipse Broadband.
We offer residential tenants flexible broadband, mobile sim, energy & Sky TV as well as Council Tax and Water service set up. We support over 150,000 homes across the UK on a monthly basis for their internet connectivity.
Our Trustpilot ratings sit proudly at 4.5/5 stars which is a demonstration of the levels of service and care we provide to our customers.
What benefits will you receive?
- Uncapped commission scheme
- 50% off our Broadband & Utility packages, completely free after two years
- 33 days holiday allowance including bank holidays
- 5 additional days leave granted based upon length of service
- £250 Bright Ideas Scheme and £1000 refer a friend scheme
- Kudos Employee Recognition Scheme – including trips abroad
- Buy & Sell holiday allowance scheme
What will you be doing?
We are looking for an enthusiastic individual to join and help develop the Residential Provisioning team within Telecom Acquisitions. This is an exciting opportunity to create, build and grow the team within the business. You will be responsible for managing the provisioning team on a day-to-day basis, focusing on quality and our customer’s experience, whilst coaching and supporting individuals on a 1-2-1 basis. This role is aimed at someone who has knowledge of B2C provisioning. As there are many opportunities to improve the current operations, we are looking for an individual who can develop and build processes, manage checklists, templates, document controls and process maps in line with our ISO standards. This role will develop new and existing skills with process development and customer experience. The role will be working in a fast-paced environment where the team will need to turn around orders within our SLA with the aim to beat our customers’ expectations. You will need to be highly organised, able to soak up new information and use different systems to manage the team effectively. This role is ideal for someone wanting to learn new skills or develop existing ones in leadership, quality assurance, process development, coaching and management.
Key Responsibilities
- Develop and maintain processes for all aspects of the provisioning team
- Quality Assurance (QA) – Approx. tickets, calls and chats to ensure consistent performance across the team.
- Train and develop new and existing employees, supporting ongoing personal development
- Manage order KPI’s to ensure team and individual targets are achieved
- Manage escalations and support our customers appropriately
- Maintain an accurate record of activity, jobs outstanding and highlight potential issues.
- Perform monthly / quarterly 1-2-1’s with members of the teams, setting SMART objectives to support ongoing development
- Host daily team meetings
- Workload planning and management
- Sickness / Absence planning and management
- Supporting the team with routine tickets where there is absence
- Ensuring that SLA’s are adhered to
What do we need from you?
- B2C Provisioning
- Leadership / Management
- Strong skills in using affinity
- Strong Microsoft Office skills in Word, Excel and PowerPoint
- Exceptional organisational and planning skills
- Assertive, self-starter and pro-active
- Forward- thinking individual
- Attention to detail and problem-solving skills
- You will be highly motivated with the ability to pick things up quickly and gain knowledge of new products and technologies
- You will possess exemplary customer service skills, with a professional and friendly telephone manner and communication style
Telecom Acquisitions Ltd is deeply committed to diversity, equity and inclusion and making our organisation a place for all individuals regardless of race, religion, national origin, age, sex and gender identity, sexual orientation, pregnancy status, familial status, disability status, gender reassignment or any other protected characteristics.
For further details, please contact our in-house recruitment team either by email: [email protected] or by telephone on 01403 272910.
