The secret to Mode’s success is simple. It’s all about our people, acting with integrity, respect and investing in relationships, whether that’s with our clients, employees, or our suppliers. This remains the bedrock of our achievements and continues to be our commitment to our clients.
About this role
This role is a full-time role and is based in Wade Park Farm.
The objective of this role is to manage the customer experience. You are also required to assist the Broadband team. This will require good time management skills to ensure you are delivering to agreed service levels and adding additional value without compromising the overall aim of improving customer satisfaction.
A similar customer focussed role would be favourable in your application but not essential once you can demonstrate that you have the transferable skills and can communicate well with the customer. We would also want to see experience in dealing with clients previously.
What do we need?
Intermediate skills within word and excel is essential.
You will be working with Broadband support, offering cover and any excess orders within the department. The ability to prioritise is essential.
The main objective of the role is to manage the relationship and processes to ensure a smooth transition into the Mode business.
- Provisioning and managing line, network, and broadband orders.
- Reviewing complex network provisioning requests to ensure successful implementation.
- Updating customers with fault progress and timescales regularly
- Setting up and maintaining accounts on the in-house billing platform
- Ensure all internal systems are updated with the provisioned changes.
- Ensuring systems and databases are kept up to date.
- Provisioning and fault finding with broadband.
As the role is technical and detailed, a high level of attention to detail is required.
As the role is client facing with often technical complex requirements you must be able to manage this effectively. Often dealing with complaints and expectations of the customer whilst depending on a third party.
What do we offer?
23 days holiday
Free refreshments and a great office
Who are you?
A good knowledge and interest in future technologies within communications.
You are good on the phone and enjoy multi-tasking.
You have a can-do practical approach to your work.
You enjoy working in a team and happy to help in other areas.
You have experience in the telecoms industry.