Customer Operations Executive
7 months ago
Job Advert
**The job at a glance**
Reporting to the Early Life Customer Operations Manager, customer operations executives are responsible for managing customers through our early life pipeline, ensuring they are on-boarded effectively. Early Life is a critical stage in our customer journey - we support new customers through the sign up, installation, and setup of their fibre broadband service, and ensure they are getting the best out of our products.
This multi-faceted role involves working with customers and prospects managing early-life 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**
- Manage Early Life prospective customers with any final queries or requirements before signing up to our great products & services.
- Ensure customer installations are effectively scheduled, and that customers are 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 onboarding of all value-added services.
**What you'll bring**
- A practical ‘can do’ approach and the desire to achieve outcomes for customers.
- Adaptability: To manage a varied workload, managing queries, coordinating installations, and monitoring customers progress in the early stages of their transition to Lothian Broadband.
- An analytical mindset: to readily recognise key elements of a process and be comfortable recommending continuous improvements.
- Great communication and interpersonal skills to develop strong working relationships with other inhouse teams, our suppliers and customers.
- Planning and prioritisation skills to plan and coordinate activity.
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