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Order Analyst
5 months ago
Location: Newbury + *Hybrid
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full-Time (Monday - Friday / hours per week)
*Hybrid
At Vodafone UK we believe that through collaboration and connection we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. Our “Office in a Box” home working kit will provide you with everything you need, no matter where you are.
Who We Are
We’re a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.
At Vodafone UK, diversity isn’t just a buzzword, it is core to who we are as a company. We’re proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.
Join our Vodafone Business Technology Solutions team, where we support businesses of all sizes with world-class technology solutions. We design and develop our Fixed Line solutions, drive efficiency through automation and AI, and implement it all directly with our customers.
What You'll Do
Responsible for delivering the best possible service experience that exceeds expectations throughout the order delivery cycle. This role’s initial accountability will be primarily for the network tail delivery for our customers which will focus on Openreach but may include others as and when defined by process or demand. The role will be responsible for the overall management of the suppliers against KPI’s and milestones. Ensuring all updates are provided to the customer facing order analyst to liaise with the customer. The role is required to help manage customer expectations ensuring all provided order updates from our suppliers are in a customer friendly communication.
In a fast-paced environment that drives continuous improvement to better customer experience the role, dependent on demand and business needs may be required to adopt tasks that support the end to end delivery of orders in the pipeline with full engagement into our customers.
Key Accountabilities:
Proactively manage Network tail orders, supporting order management with meeting overall committed dates Deliver effective, timely and clear communications that can be passed straight on to our customers Identify customer delivery issues during Order delivery, and pushing to resolve in a timely manner, escalating where required in to the Review Team or Delivery Escalation Team. Monitoring and validating delays identified by network connectivity supplier. Taking appropriate action in line with process Reduce the number of orders in delay to ensure Vodafone mean time to provide is kept to a minimum Monitoring auto cancellation dates in order to prevent any auto cancellations and any costs being incurred by Vodafone.Who You Are
Excellent communication skills, enabling interactions to be managed in a confident, courteous and professional manner A proven track record of dealing with Ethernet fibre deliveries and managing customer expectations in a fast-paced customer service environment Good product, process and industry knowledge for telecoms products Ability to work under pressure Precise and attentive to detail – Quality focused