Installation Coordinator

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Box Broadband, part of the Community Fibre Group, build full fibre optic broadband networks across the South East of England. We bring next-generation broadband, phone and TV packages to homes and businesses with internet speeds of up to 10 Gigabit, even to the most rural of communities.

Following major financial investment from Community Fibre Limited in August 2021, we’re accelerating our network build across the South East. Our business is going to experience huge growth over the next two years, which means that we need to increase both the headcount and experience levels in our Team, and are therefore recruiting for a number of positions.

**Job purpose**:
The Installation Co-Ordinator will be based in our Cranleigh Office. The role is to ensure that customers’ installations go according to plan and are scheduled, monitored and logged throughout the install process. This is not a field position. Installation co-ordination requires a keen eye for detail and the ability to communicate with both customers and field engineers during the entire install process, to keep the install on course in a timely manner and be able to keep multiple installations on track at the same time. The successful applicant will be self-driven and resourceful when things do not go according to plan and will be confident to report issues to the relevant department or colleague.

**Duties and Responsibilities**:

- The Installation co-ordinator role will be responsible for managing the relationship with our customers during the install process.
- You will be initiating the install process and seeing it through to completion.
- You will take on other’s installation administration tasks when colleagues are unavailable.
- You will be required to input and update data into the company internal systems as necessary continually liaising with other departments within the business. Training will be given.
- You will be able to keep track of multiple installations, manage the installation diary and ensure field engineers are where they should be.
- You will not require knowledge of broadband engineering (you’ll pick it up) but should be able to liaise with the engineering teams/management as required.
- Manage customer satisfaction and ensure customer expectations are realistic.
- Manage reported repairs and raise tickets to technical support as required.
- You will be required to make outbound calls to customer and remain calm and professional when things do not go according to expectations.
- You will be able to look at computer mapping and online imagery and be able to make rational decisions relating to installations (training will be given).
- You will need to have a friendly and approachable manner on the phone
- Complete daily/ weekly reporting.

**The experience we’re looking for you to bring**:

- 2 Years Administration experience preferred with strong attention to detail. However, attitude and competence are more important than experience.

Working knowledge of Microsoft programmes including Outlook, Word and Excel
Some experience of CRM systems preferred, however training will be given
Good telephone and written communication skills are essential
Be self-drive and empathetic.

**HOURS - **Monday to Friday 9am - 5:30pm

**Why us**:

- We have a great culture, where individuality and inclusivity are highly valued and everyone’s voice is important.
- We work towards motivating our staff to a point where they feel fully empowered within their role.
- We will give you the right tools to do the job, and support you to achieve.
- You’ll get 25 days holiday to enjoy, increasing by 1 day for each year of service up to a maximum of 28 days.
- You get your Birthday day off.
- Enjoy the perks of Vitality health.
- Pension & Pension matching.
- WeCare - A 24/7 online GP, mental health support service.
- A brilliant employment referral bonus scheme.
- Free Box Broadband / Community Fibre Internet (if it’s available where you live).

If we feel you might be better suited for an alternative position with us, we will let you know.

**Job Types**: Full-time, Temp to perm

**Salary**: £20,000.00-£23,000.00 per year

**Benefits**:

- Additional leave
- Company pension
- Referral programme
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Ability to commute/relocate:

- Cranleigh: reliably commute or plan to relocate before starting work (required)

**Education**:

- A-Level or equivalent (preferred)

Work Location: One location