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Implementation Manager

  • Salary: Negotiable
  • Job type: Permanent
  • Location: Hatfield, Hertfordshire
  • Sector: IT
  • Date posted: 05/10/2018
  • Job reference: BBBH89758

Accountabilities

  • To maintain, focus and deliver a high customer experience (measured by net promoter scores) within agreed timelines for the each customers' proposition.
  • Undertake the provisioning of mobile/fixed line solutions into our CRM and other systems i.e. SIP Provisioning, Wholesale, UKB Agent Desktop etc.
  • Manage the full number porting process for both mobile and fixed lines, including jeopardy scenarios.
  • Responsible for undertaking on all customers, first invoice specification checks to ensure the customer's first invoice(s) is accurate.
  • Ensure all CRM and Systems are accurately updated to ensure quality of Data.
  • To report on the status of your own Work in Progress and Completed customers on a weekly basis, ensuring that forecasts have a high degree of accuracy.
  • Identify and manage any dependencies which may affect successful deliveries.
  • Define and test processes appropriate to customers' implementation.
  • To initiate and suggest improvements in processes and systems.
  • Manage and respond to complex issues, questions and queries raised by customers.

Personal Qualities and Experience

  • Able to manage multiple, complex projects simultaneously.
  • Competent in managing change in an agile environment.
  • Adept at working under pressure to tight timescales.
  • Proficient in stakeholder and customer management (able to have difficult discussions)
  • Proven competence of IT literacy. (Excel at advanced level).
  • Competent in prioritising and organising workload with minimal supervision.
  • A team player who is able to work using own initiative.
  • Outstanding Customer Service Skills
  • Able to own issues and identify risks that arise during the delivery of a customer.
  • Skilled communicator both written and oral.
  • Excellent knowledge and understanding of telephone systems, fixed line, mobile and/or radio.

Behavioural Competencies Passionate:

  • Builds commitment by winning the hearts and minds of others. Is respected by colleagues and identified as a role model.
  • Puts aside personal agendas to work for the benefit of the organisation, customers, and suppliers. Proactively builds knowledge capability through the sharing of knowledge, best practice, and expertise with others.
  • Clearly communicates ideas, plans and strategies, taking ownership and accountability to deliver what we say.
  • Willing and able to go the extra mile.

Innovative:

  • Generates innovative approaches with potentially significant long-term impact, introducing improvements to the way things are done.
  • Pioneering/entrepreneurial thinker.
  • Able to get the best from technology.

Ambitious:

  • Demonstrates complete focus and determination to achieve/exceed KPI's. Is a self-starter and takes the initiative in situations.
  • Learns quickly, adapting thought and action to changing business and customer demands. Can engage and enthuse others through the process of change.
  • Is dedicated to meeting/exceeding the expectations and requirements of internal and external customers. Uses information to improve services and solutions. Manages the customer experience to ensure positive relationships and retention.
  • Welcomes continuous professional development to learn and grow
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