Customer Orders Team Leader

2 weeks ago


Shoreham by Sea, United Kingdom Clearline Recruitment Full time

Full Time
- Shoreham-By-Sea, West Sussex
- Posted on 25th April 2023
- £28000 - £32000.00 per annum GBP / Year

**Responsibilities**
- Chase, update and follow through to completion on all orders, including escalations across telco & IT orders
- Be responsible for the ongoing maintenance and ensuring quick turnarounds for all FoF task queues and mailboxes
- Management of staff and workload who deal with the external & internal IT equipment procurement process
- Management of staff and workload who deal with the telco equipment procurement process
- Update the Delivery Success Manager on any orders that are in the process of being escalated / that are outside of the agreed departmental SLA’s
- Adhere and contribute to the company’s quality system and processes, and their maintenance
- Actively contribute to and promote the use of best practice and continual service improvement within the team including process changes and adjustments
- Responsible for engaging with various business teams to understand and improve processes, workflows, role modelling, certification, reporting and notification processes
- Assign work out to individuals ensuring a fair distribution based on skill and product knowledge
- Assisting in training of new starters into the team, as well as assisting in upskilling existing members of the team on new products and processes, specifically working towards ensuring we have a multiskilled team across both IT & Telco products
- Keep a high level of moral in the team by implementing suggested incentives
- Dealing with escalations from internal stakeholders and external customer complaints
- Be involved in project planning meetings for high value customers in an Order Fulfilment capacity, where applicable
- Actively contribute to and promote the use of best practice and continual service improvement within the team

**Requirements**:
Essential:

- Excellent telephone manner
- Number provisioning and management
- Ceasing & Suspension
- Licensing across both Telco & IT
- Be prepared to own an issue and see through to completion but to escalate or ask for help when needed
- Exceptional attention to detail with accurate numeracy, written and data entry skills
- Highly organised with an ability to manage and prioritise workload.
- Strong attention to detail
- Experience in order fulfilment
- A demonstrable ability to follow process and build a reassuring rapport with customers and colleagues as well as handle complaints in a professional manner
- Results, targets, and quality focused
- A detailed-oriented individual, who can prioritize effectively and meet deadlines
- Proficiency in MS Word & Excel and maintaining clear and accurate customer and task information
- A demonstrable ability to create well-written, informative, and useable documentation
- A real team player who collaborates with all members of the team, department, and business, one who is willing to listen, as well as share knowledge, help understanding and develop ideas across the team
- Above all to actively contribute to ensuring an efficient and cohesive team and departmental effort
- Be willing to go the extra mile for the sake of the customer, department, and the business
- People management, including personnel development, etc
- Excellent telephone manner and written communication skills

Desired:

- Telecoms industry experience desired, ideally from a previous Provisioning/ Project Management role
- Identify and investigate billing disputes
- Provide training on Number Management, WLR, SIP, Data Provisioning, and billing disputes

**Job Title**:Customer Orders Team Leader

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**Location**:Shoreham by Sea

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**Salary**:£28,000 - £32,000 per annum

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**Full Time**

**For more information, please contact Chris Gower at Clearline Recruitment.



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