Fluidity Resolution Technicians

Birmingham, West Midlands
Job Type:
Job reference:
2 months ago

Fancy working with one of the UK's biggest telecommunications companies?

Role: Fluidity Resolution Technicians
Contract - 12 Months
Start Date: ASAP
Location: Birmingham

About the client:
Our client provides the capability for over 500 Communications Providers to provide service, broadband and data services to consumers and businesses across the UK. Their network covers 30 million customers and 8 million broadband lines from approximately 5,500 local exchanges. They are at the heart of Britain's drive to be a world leader in the internet economy.

Role Purpose:

  • Service Delivery is responsible for connecting, restoring and maintaining service to our customers. (First time, every time and on time).

  • To provide our client with professional and effective Customer and Order Management.

  • To manage orders through the Lead 2 Cash (L2C) Provision journey and resolve issues within that journey to deliver excellent customer service.

  • To provide and support ideas for change within Fibre to The Premise (FTTP) provision journey and embed those changes to improve the customer experience.

  • To provide Customers (Communication Providers and End User Customers) with professional, effective and timely customer updates.

What we'll need from you:

  • Experience of working in an order process environment managing high volumes of orders and exceeding customer demand.

  • To make fluid the FTTP Orders quickly and efficiently speaking with numerous departments to make the orders deliverable.

  • To identify and improve the order Journey of the L2C FTTP Orders.

  • Responsible for making orders Fluid to give service as quickly as possible and update our customers.

  • To provide Root Cause Analysis (RCA) to support understanding of vendor issues, High Level escalations and customer complaints.

  • To support Product Line, Chief Engineers Office, Test & Diagnostics Evolution with in depth product knowledge, to facilitate resolution of L2C FTTP Product issues.

  • To support at all times the company policy and best practice in the area of security, with particular emphasis on the protection of sensitive customer information.

  • Must have excellent written and verbal communications skills.

  • Must be able to work under pressure to meet demands.

  • Must be able to solve problems by taking ownership and seeking proactive solutions.

  • Experience in the following systems; all the Microsoft office tools to a very high standard and have the ability to quickly pick up new IT systems, Openreach mainframe systems i.e. NGWFMT, DAWS, Piper

If this sounds like you, please do not hesitate to apply now!

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