Customer Operations Executive

2 weeks ago


Edinburgh, United Kingdom Lothian Broadband Full time

**The job at a glance**

Reporting to the Early Life Customer Operations Manager you will be responsible for the managing all customers through our early life pipeline, ensuring they are on-boarded effectively. Early Life is a critical stage in our customer journey - we hand hold new customers through the sales, install and the setup of their fibre broadband service, and ensure they are getting the best out of our products.

This is a multi faceted role, involving sales activity to new prospects, managing early life customer queries and ensuring that customer installs go ahead as planned. The role will proactively monitor and track customers as they progress through our early life phases, keeping them informed on the status of their products. This will involve collaboration with colleagues across the business to manage jeopardy situations, working together to obtain positive customer outcomes.

**What you'll do**
- Ensure customer installs are effectively scheduled, and that customers have kept updated as they progress through their early life journey
- Manage the scheduling of our workforce diary & online CRM tools, and ensure field engineers are correctly dispatched to installs
- Effective setup and on-boarding of all value added services

**What you'll bring**
- A customer focused attitude and a practical ‘can do’ approach, combined with the discipline of delivery
- You will be organised, practical, self sufficient and comfortable delivering to deadlines and working under pressure, with the customer experience at the heart of what you do
- Your adaptability will allow you to pivot between your core tasks of sales, managing installs, and the monitoring of customers through Early Life
- You will have an analytical mindset: you will readily recognise key elements of a process and be comfortable recommending continuous improvements



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