Provisioning Team Leader - Fareham, United Kingdom - Ridown Group

Ridown Group

Verified Company

Fareham, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Do you have experience in service delivery or provisioning in the telecoms industry?

Are you experienced in leading and developing a successful team?

Do you have a customer-centric mindset?

If you answered yes to the above we'd really like to hear from you At Onestream, a thriving broadband provider, we are looking for Provisioning Team Leader who can oversee and manage the Service Delivery operations at Onestream, specifically focusing on providing line, broadband and mobile solutions to residential and business customers.

The role involves leading a team of Service Delivery Representatives, ensuring the smooth execution of service orders, onboarding and offboarding of customers whilst maintaining high customer satisfaction levels.

The Details:

Location - Whiteley, Hampshire (near Fareham), in a modern office with free parking.

Hours hours per week, phone lines are open 9am - 7pm, Monday-Friday, so shifts to be worked 8am-4pm or 12pm-8pm or a combination of both 1 Saturday every 5 weeks 10am-4pm - you get the day back in lieu.

Salary - £26-28,500k (DOE) per year depending on experience.

As the Provisioning Team Leader, you will play a crucial role in coordinating and optimising the Service Delivery processes to meet customer expectations and business goals.

Your duties will include but are not limited to:

Provide effective leadership and guidance to the Service Delivery team, fostering a positive and productive work environment.
Oversee and manage the endtoend service delivery process, ensuring timely and accurate order processing, provisioning, and activation of line and broadband solutions.
Build and maintain strong customer relationships, addressing customer inquiries, concerns, and escalations promptly and professionally.
Monitor service delivery performance metrics, average order age, customer satisfaction, and service level agreements (SLAs), and take corrective actions to meet or exceed targets.
Continuously identify opportunities to enhance the service delivery processes, streamline workflows, and improve operational efficiency.
Coach and develop team members, providing regular feedback, conducting performance evaluations, and implementing training programs to enhance their skills and knowledge.
Prepare and present reports on service delivery performance, identifying trends, areas for improvement, and recommendations to the Technical Delivery Manager.
Handle complex customer issues and escalations, coordinating with relevant departments to ensure prompt resolution.
Stay updated with the latest industry trends, technologies and product offerings to provide accurate information and guidance to customers.

You will have:

Previous experience in a similar role within the telecoms industry, ideally in Service Delivery or Operations management.
Proven experience in leading and developing a team, driving performance, and fostering a positive work culture.
Strong knowledge of line and broadband solutions, telecoms infrastructure, and related technologies.
Excellent customer service skills with a track record of maintaining high levels of customer satisfaction.
Strong problemsolving skills and the ability to remain calm under pressure.
Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
Effective organisational and prioritisation skills to manage a high volume of tasks and meet deadlines.
Ability to adapt to changing business requirements and work effectively in a fast paced environment.
Flexibility to work occasional Saturdays as per the working hours mentioned.

Advantages

Your birthday off work
An additional 12 hours over the year to use for whatever you like (want to come in late? Leave early? Got an appointment? Getting your hair done?)
Accrue extra annual leave for length of service
Referral bonus scheme
Gym membership and complimentary Myzone Switch heart rate monitor, with team challenges and prizes
Discounts on mobile phones and broadband
Group social events
Onsite bar for Friday drinks with the team
Learning & development training to help you be the best
Regular incentives
Amazing opportunities for progression