Installation Coordinator

3 months ago

Liverpool, United Kingdom YouFibre Full time

**Description**:
Installation Co-Ordinator

Reporting to: Installation Manager

Location: Remote, but within a commuting distance of Liverpool Office

Full time, 5 days a week, Monday - Friday on either 08:00 - 16:30 or 10:00 - 18:30

Potentially the need to work Saturdays, with another day off in lieu.

**About us**:
YouFibre is on a mission to provide the best broadband experience possible, by delivering faster broadband for affordable prices whilst providing the best in-class customer service. We’re a small team of excellent individuals working together in a high growth, fast paced environment aiming to break into the UK’s top 10 Internet Service Providers.

**Job purpose**:
***

Growing our customer base as much as possible is our aim and this role will be the heartbeat of achieving that. You will be the person connecting the YouFibre customers to the external network installation teams, ensuring the customers receive a 5* experience throughout their installation journey.

**Key Responsibilities**:

- Overall installations management between the customer, YouFibre and our network build partners (scheduling, reporting, quality)
- Working closely with our partner’s installation team on daily basis to deliver scheduled installations and improve processes, ensuring quality and customer needs are paramount
- Investigating complaints that have stemmed from installations and being first point of contact/escalation for both, our partners and customer service team to ensure all installation related issues are resolved promptly and to high standards
- Owning the failed installation process, ensuring customers are proactively updated in a timely manner, and holding our build partners to their SLA’s
- Responsible for clean installation data across CRM systems
- Taking management of personal workload and dealing with customer issues from start to finish, assuring YouFibre’s high standards of service are met
- Being the go-to person for the FTTP installation enquiries and questions within YouFibre.
- Sharing your ideas and feedback, as this is how we build a bigger, better, and stronger team

**Skills, Knowledge & Expertise**:

- Great attention to detail and a desire to get the job done right
- Experience in a customer service related role
- Excellent communication skills both verbal and written
- Solution focused
- Well organised and an ability to work A team player with a can-do attitude
- Believes and exhibits PRIDE (personal responsibility in delivering excellence)
- Being an all-round awesome person

**Why our people love working with us?**:

- Equity - yes, a real part of the company
- 25 days holiday plus bank holidays
- Pension scheme that matches your contribution up to 8%
- Phone allowance
- Health care cash plan
- Cycle to work
- Employee assistance programme
- PPE and Uniform provided
- IT equipment provided
- Remote working
- Discounted Gym memberships
- Retail offers - discounts from recognisable brands
- Company Events
- Travel expenses paid
- Annual Bonus up to 30% of salary (discretionary of the business)
- Free YouFibre broadband if you are within our area, plus friends & family discount.
- Life assurance giving you cover of 4 times your basic salary
- Colleague referral scheme of £500
- Continuous development and long-term career prospects

**About YouFibre**:
YouFibre is a small team of experts on a mission to provide Faster, Fairer, Kinder Internet across the UK. Founded in 2019, we’re on a mission to bring ultrafast Internet to our customers.

Guided by the principles of flawless customer support, fair contracts, and affordable pricing, You brings the full fibre experience direct to your home or office to create the best Internet experience possible.

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