Order Manager
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
We’re building an inclusive work environment
Here at Zen your gender, race, ethnicity, neurodiversity, disability, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.
We’re interested in you as an individual and here you’ll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don’t hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.
We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible. So please feel free to discuss your preferences as part of the recruitment process.
The hiring manager for this role is Saba M. We appreciate that sometimes it’s helpful to talk about the role with someone that works at Zen so if you wish to find out more or discuss any details you’re not sure about, feel free to get in touch by calling 01706 902 275 or if you prefer to send an email – you can to HR@Zeninternet.co.uk and we will get back to you as soon as possible.
FAO Recruitment agencies & organisations: Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to.
What You'll Bring
You will be an excellent communicator with a passion for delivering an outstanding customer experience.
As a member of our Order Management Team, you will be responsible for the end-to-end implementation of our connectivity and voice services, and accountable for on time delivery to our customers.
The Order Manager role involves liaising with key suppliers, internal departments and customers through all stages of the order management journey, initiating key activities to meet agreed timescales. You will keep customers and key stakeholders fully informed of updates on their order status.
This role will suit candidates with strong analytical skills, with an understanding of the provision and delivery of communication services. Experience gained within a Communications or IT Services provider will be advantageous.
Key Responsibilities
- Pro-actively process and manage voice and connectivity orders with an aim to deliver within the expected timescales.
- Take ownership and manage multiple deliverables at various stages of provisioning, and of varying levels of complexity.
- Responsible for delivering a service that provides an excellent customer experience.
- Handle calls, emails, and live chat interactions with customers, providing appropriate responses, working towards an appropriate solution to their query, owning the case to resolution and providing regular updates to the customer.
- Raise and manage both internal and external customer escalations.
- Co-ordinate across the business the provision of complex solutions through to completion
- Exception handling in the event of order delay or failure.
- Engage with the wider business (Pre Sales and Sales Support, Sales, Project Management, Product Management, Customer Operational Support) to deliver the right solutions required.
- Liaising with key suppliers to deliver against expectations, and collaboratively managing and maintaining effective working relationships.
- Identify & implement areas for improvement (product, system or process).
Candidate Profile
- Experience in a Provisioning / Order Management role; or experience of working within an ISP or Managed Services Provider
- Excellent communicator able to interface and establish relationships at all levels and to people of varying technical capability
- Exposure to or experience of dealing with key suppliers such as BT Openreach, BT Wholesale, Vodafone and TalkTalk Business
- Excellent Customer Service Skills with a high standard of written and verbal communication
- Ability to work to and meet deadlines, managing own workload with minimal supervision
- Strong analytical and problem-solving skills
- Able to work on own initiative
- Supports their teammates
- Takes and gives feedback
- Embracing and demonstrating Zen values and happiness objectives
- Kind, understanding, and listens to others
- Organised workload with strong attention to detail
About Zen
At Zen, we’re proud to do things differently. As the largest independently owned, and B Corp accredited, telecommunications and technology service provider in the UK, we’re not shackled by shareholders or short-term thinking, instead we strive for long-term goals that are aligned to our happiness objectives and driven by our desire to have a positive impact on our people, our customers, our partners, and the planet.
Grown from a pioneering ISP into a company that provides the full range of data, voice, hosting and cloud services to homes and businesses across the UK, we believe that good business is an ethical business, and we have two and a half decades of continuous growth to prove it.
Through our award-winning customer and technical support service we provide our customers with the capabilities they need to communicate, collaborate, and thrive in a highly connected world - supported by a highly robust and resilient independent network. Proud to be named the only Which? recommended provider for Broadband, winners of 18 consecutive PC Pro Best Broadband awards, a UK IT Industry Award for Services Company of the Year, and the UK Customer Experience Silver award for Technology & Telecoms.
We believe that business should be a force for good and we’re committed to improving the lives of our people, creating a better future through our community, charity and D&I work, and to make sure we look after our environment. Perhaps that is why we’re a certified Great Place to Work TM and B Corp Certified!
Our Benefits
Free Zen broadband
Award winning broadband for free
Your Birthday off
Let’s celebrate!
Salary reviews
every 6 months
Continuous Learning & Development
Over 13,000 courses available across all areas
Discretionary bonus
on company performance
Charitable
Days
Two paid days a year for volunteering
25 days annual leave
(with option to buy/sell up to 5 days)
Pension
5% of salary paid by Zen, minimum of 3% paid by employee
20% Discount on local nursery (Rochdale office only)
Mobile Phone Discount
10% off all plans with Honest Mobile
Private medical healthcare
with Benenden (Cash Plan also available)
Travel loan scheme
Spread the cost of travel
People Friendly Policies
From enhanced maternity to menopause
Flexible Critical Illness
Financial protection if the worst were to happen
Car Salary Sacrifice
Hybrid & electric cars from Tusker
Life
Assurance
X2 as standard with the option to flex up
Retail
Discounts
100s of discounts from top brands
Electric Car Charging Points
Six electric car charging points onsite at Rochdale
Payroll
Giving
Tax free donations to charity through your salary
Cycle2Work scheme
Save on cycling
Free Drinks
Free tea and coffee from our office kitchenettes
Free
Parking
Available at our Rochdale office
Team Engagement
For everyone per year towards team social events
Life @ Zen
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