Service Delivery Specialist - London, United Kingdom - Telstra

Telstra

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Employment Type

Permanent

Closing Date

30 Aug :59pm

Job Title

Service Delivery Specialist

Job Summary

As a Service Delivery Specialist, you demonstrate strong commitment and drive in ensuring effective delivery of services to our customers.

Your role is pivotal to the retention and growth of customers in a defined segment as you prioritise outstanding customer advocacy and navigate an internal stakeholder landscape to deliver world class customer services.

Acting as the key interface and point of contact between Telstra and customers, you contribute to the establishment of efficient and effective operational processes and systems that accomplish goals and enhance customer satisfaction.

Job Description:

Actively monitor the individuals responsible for the implementation and development of customer orders or projects on time and to agreed quality standards
Participate in continuous improvement initiatives by supporting the identification of business opportunities for Telstra and engaging sales teams to enact on customer services and solutions that drive positive financial outcomes for accounts
Obtain input and gather data from orders or projects to identify root causes of issues and escalate these to the relevant service delivery managers for systemic fixes
Take ownership of contractual reporting to ensure Telstra is performing to the levels specified in customer contracts and delivering on predefined objectives
Leverage sound interpersonal skills to navigate a wide set of stakeholders internally clearly outlining their roles and responsibilities and providing them with effective plans to set up the right processes and optimise customer value
Effectively work through change in an open and constructive manner, strengthening your ability to deal with ambiguity and collaborating with customers to ensure effective change management processes are in place
Act as a Telstra advocate to customers and a customer advocate to Telstra by representing Telstra in a positive and professional way, acting as the voice for the customer and navigating issues to ensure the right outcomes for the customer are in place
Use sound time management skills to prioritise and manage a high work load (e.g. diverse, large todo lists), demonstrating the ability to prioritise impact at a customer and at an individual level while ensuring attention to detail and quality
Use clear and succinct communication to represent customer service and Telstra values, and support your team to have clarity and understanding of priorities to deliver on strategic objectives
Build strong peer relationships to encourage teamwork and better achieve customer outcomes; helping your peers to provide and receive feedback with one another, enhancing yours and their professional growth

Key Skills & Technical Expertise:

5+ years experience in an order management/project coordinator role within the Telecoms industry, knowledge of delivering IP, Internet and P2P services
Analytical Thinking :

As a service delivery specialist, you may be faced with obstacles that require you to think outside of the box and champion those thoughts into ideas to help deliver a great experience our customers won't forget- Creativity : Get creative Is there an easier way to get something done? Put on your thinking caps- Communication : You'll be our customer champion within the delivery organisation, this will involve close contact with your customers as well as with internal and external stakeholders and suppliers, you should be confident and professional communicator- Organisational and time management : You'll need to be extremely organised and understand how to manage your workload based on priority, every day is different here- Stakeholder Management : Have the ability to professionally manage internal and external stakeholders, ensuring they are delivering within our agreed SLAs.