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Order Delivery Advisor

3 months ago

ShorehambySea, United Kingdom Focus Group Full time

Job Title - Order Delivery Advisor

Reports to - Order Delivery Team Lead

Department - Operations

Salary - £23,000

Location - Shoreham by Sea

Established in 2003, we’re proud to be one of the UK’s leading independent providers of essential business technology.

We are now recruiting for a Order Delivery Advisor.

As part of a team, you will be providing excellent customer service in SIP & Broadband Provisioning as well as Number Management and Porting.

Principal Responsibilities/Duties

  • Confidently provide broadband, SIP, number porting and management
  • provisioning services to our internal teams, resellers and customers, keeping each
  • party updated at all times.
  • Confidently interact with our suppliers and their respective escalation teams to
  • ensure that services are delivered to agreed or published timescales.
  • Answer the phone within the agreed target time and as a minimum, meet any
  • agreed personal call targets.
  • Chase, update and follow through to completion all orders, including escalations in
  • a timely manner.
  • Carry out “like for like” transfers, geographical and non-geographical number ports
  • from one carrier to another.
  • Maintain customer MyInbound accounts and provide ad hoc training to customers,
  • resellers and colleagues.
  • Set-up Fax2Email, international and conference numbers, ensuring that the billing
  • is correct for all products.
  • Completion of all tasks in queue by the end of the day and ensuring any handover is
  • presented in plenty of time for colleagues to keep on top of tasks.
  • Ongoing maintenance and response for any Provisioning & Number Management
  • Inbox queries.

Requirements

  • Customer service focussed within a telecoms-based company with excellent
  • telephone manner.
  • Experience and understanding in some (if not all) of the following:

o Line (ISDN2/30, Analogue) provisioning

o SIP Provisioning

o Number provisioning and management

o Number porting

  • Be prepared to own an issue and see through to completion but to escalate or ask
  • for help when needed.
  • Exceptional attention to detail with accurate numeracy, written and data entry
  • skills.
  • A demonstrable ability to follow process and build a reassuring rapport with
  • customers and colleagues as well as handle complaints in a professional manner.
  • Be able to quickly gather the right information from the customer/colleague,
  • analyse and take responsibility with appropriate and timely action.
  • Target focused and with determination to always keep on top of all tasks and
  • escalations, whilst assuring excellent customer service which generates positive
  • feedback

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.