Fibre Operations Specialist

4 weeks ago

Selkirk, Scottish Borders, United Kingdom Circet IRE & UK Full time

Job Summary:

Circet UK is seeking a Fibre Operations Specialist to join our Home division in Selkirk. The successful candidate will report to the Fibre Operations Coordinator and be responsible for ensuring that Circet Home completes as many Fibre jobs as possible successfully daily, and closing jobs down to allow us to bill the clients accurately.

Key Responsibilities:

  • Manage Fibre clients daily, paying particular attention to requests from clients and escalating these if necessary to the Fibre Operations Coordinator.
  • Handle Fibre escalations into the department and carry them out through to a resolution where possible, escalating any serious complaints as per our processes and feeding back to the FOC.
  • Communicate regularly with Fibre customers, Fibre client contact centres engineers, and Supervisors throughout the UK via both inbound and outbound service calls, email, and webchat.
  • Be responsible for all Fibre engineer processes such as Start My Day, Timeslot Adherence, Engineer Utilisation, and End My Day.
  • Review all jobs completed by engineers to ensure the forms match the action undertaken on site, that all stock is recorded, and that notes and signatures are captured.
  • React to issues as they arise and take corrective action, which might include updates to customers or escalation to Fibre Supervisors/Client Liaison Managers.
  • Ensure a good working relationship with Fibre Supervisors, Fibre Manager, and Client Liaison to allow any discussions surrounding in-day issues and follow correct escalation procedures.

Requirements:

  • Competent on Microsoft packages, in particular Excel. Prior Service Centre Agent experience and must be prepared to undertake additional training as required.
  • Results-driven, analytical, and with a sensible approach to tasks.
  • Delivers targets on time – able to manage their own workload, identifies, and takes remedial action if targets not being met.
  • Initiative – comes up with creative solutions to deliver service.
  • Value to team – gets to know their colleagues, understands individuals, and tolerant of differences, friendly, and approachable, a real team player.
  • A great communicator who isn't afraid to raise concerns if issues arise.
  • Able to adapt to a new environment and has a real 'can-do' attitude.
  • Good working knowledge of work management systems and Windows (Excel/Word).
  • Good awareness of Health & Safety and Quality Assurance Procedures.
  • Sound Telecommunication Knowledge.
  • Effective Teamwork.
  • Self-motivated, able to motivate others effectively, Professional & technical expertise, enthusiastic, passionate, patient, and should be a critical thinker.
  • Should possess good logical skills and ability to prioritise tasks depending upon the situations.
  • Recognise people's right to privacy and dignity, treating every person with respect.
  • Willingness to embrace an integrated model and new ways of working.
  • Responsible for keeping safe any personal information, not transferring any data without the appropriate safeguards.
  • Be aware of physical security of data and use encryptions' and passwords to protect it.
  • Complying with relevant policies which guide the Circet Home processes.
  • Reporting any possible security breaches to the IT department immediately.

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