Installation Management Representative

3 weeks ago

Exeter, United Kingdom JURASSIC FIBRE LIMITED Full time

**Key Focus**:
The key focus of this role is to follow a customer-centric culture by ensuring Jurassic Fibre’s customers have the best possible experience during their installation process. You will advocate for customers from the point their order is processed until they are fully installed. You will ensure this is done by managing a caseload of customer orders, liaising with other internal teams, until the customer is connected. You will keep the customer updated every step of the way and build a positive and trusting relationship with them.

You will be an organised, friendly, and outgoing person who puts the customer experience at the heart of everything you do. You will do this by delivering a strong attention to detail along with positive, accurate communications to customers.

You will have excellent written and verbal communication skills, strong time management and a love of working with people. You will thrive in a multi-tasking environment and be able to adjust your priorities as needed. You will be self-motivated and have a willingness to get stuck in. You will have the confidence and ability to talk to colleagues in different departments, and at various levels within the business.

You will work as part of a team, working closely together to deliver an exceptional customer experience.

**This role will report to**:
Installation Management Supervisor

Key duties and responsibilities will include:

- Owning the customer’s onboarding experience, including installation management and phone number porting requests.
- Delivering a first-class customer experience using lean methodology without compromising on responsiveness and efficiency
- Proactive management of customers’ experience prior to installation, ensuring that they have regular contact with JFL and have realistic expectations of their installation timescale.
- Identifying potential advocate customers that can be approached for case studies and customer feedback quotes
- Assisting in the building of processes and skills within the team
- Liaising with other teams within the business to ensure accurate timeframes can be provided to the customer in relation to their installation.
- Carefully and accurately updating all systems to reflect status of each customer installation.

**Person Spec**:
**Qualifications and Experience**:

- Relevant Customer service or Installation Management experience, preferably in the telecoms industry
- Proficient in MS Software suite
- Familiarity working with both business clients and consumers
- Experience working in an office environment, managing a customer caseload.
- Experience within planning/scheduling ( preferred but not nessacary )

**Relevant experience, indicating that**:

- You are pragmatic, positive, and able to adapt to change.
- You’re a team player, able to work with both members of your own department and with other teams while maintaining your focus on the customer.
- You have excellent communication skills and can handle different types of customer query, including complex queries and complaints.
- You can take feedback to ensure you optimise your opportunity for development

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