Customer Operations Executive

2 weeks ago

Tewkesbury, Gloucestershire, United Kingdom Netomnia Full time

Department:
Operations

Reporting to:
Customer Account Manager

Location:
Remote Working

Salary:
£25k

About Us

  • Netomnia is a team of experts on a mission to bring a reliable, highspeed fibre network straight to your door. Founded on 2019, we're investing in building a new FTTP Internet infrastructure throughout the UK. Futureproofing homes and businesses with with reliable, highquality, highspeed internet connections.
  • Every member of our team is empowered to take ownership of their work, striving for personal accountability, and rewarded with endless opportunities to develop.

Customer Operations Team

  • The Customer Operations team is responsible for delivering exceptional service to Netomnia's Internet Service Partners and Netomnia's residents and businesses. Driving a high standard of communication and support throughout the build and installation stages.
  • The team is responsible for communicating with stakeholders over many platforms and ensuring that questions are answered promptly. Acting as a support function for other areas of the business to keep our customers and residents as informed as possible throughout all stages of Netomnia's roll out.
  • Netomnia is a fastgrowing business and therefore the Customer Operations team must adapt and support business and process changes. Working internally with other departments to ensure communication is proactive where possible, and detailed when not.

Purpose of the Job

  • The Customer Operations Executive will be responsible for delivering exceptional service to our residents, Internet Service Partners, and internal and external stakeholders.
  • The role consists of handling inbound and outbound cases throughout our network build and installation stages. Working alongside other areas of the business to ensure that contact is mananged and resolved, efficiently and accurately.
  • Netomnia is growing fast, and the Customer Operations Executive will need to adapt to new processes and workloads to support the continuous development of Netomnia and its partners. Going above and beyond to ensure the service we offer is second to non
  • The Customer Operations Executive will work closely with our Customer Account Managers to identify areas of improvement for the support we are able to offer, not only improving the effectiveness of the team, but also the quality and customer experience.

Key Accountabilities and Responsibilities- Acting as the first point of contact for all queries and handling communications professionally and efficiently- Providing reactive and proactive communication through written and verbal case management- Assisting the team to be able to provide the service level expected by our contacts- Taking ownership of individual and team workload, ensuring a full resolution is offered and implemented- Gaining knowledge of processes and procedures within the business and being involved in the development of such processes to enable the team to provide the service expected- Providing, where possible, a first contact resolution to cases- Championing customer experience throughout Netomnia and building effective relationships to improve the experience we can offer- Providing detailed information and guidance to all stakeholders surrounding Netomnia's build and installation processes- Supporting the teams service level agreements and KPIs
Knowledge and Skills

  • Experience of delivering high quality customer service
  • Experience of telecommunications industry is desirable
  • Exceptional verbal and written communication skills
  • Strong interpersonal skills allowing effective communication with external and internal stakeholders at all levels
  • Methodical approach to problem solving
  • Excellent organizational skills
  • Selfmotivated and able to understand tasks on own initiative
  • Ability to approach potentially challenging situations in a positive and supportive manner
  • Decision making skills
  • Effective stakeholder management

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