Order Management Specialist

Network Delivery - Mid-Mkt & B2B · London, London, City of
Department Network Delivery - Mid-Mkt & B2B
Employment Type Full-Time
Minimum Experience Mid-level

Hi there! Thanks for stopping by our job advert.

We’re Community Fibre and our mission is to bring better internet to everyone. You won’t find any old and slow copper technology here. Our network, which we own and have built, is 100% full fibre. We install it directly into our business customer’s premises and into our consumer’s homes. We provide market leading broadband speeds, at the best prices with a real focus on customer experience - we are consistently the No1 Internet Service Provider on Trustpilot as rated by customers. And as a result we are growing fast.

We are passionate and love working with local communities … the clue is in our name. We want to bridge the digital divide in society and make Gigafast internet accessible to all. We also love it when local residents become team members of Community Fibre - over 20% of our talent is from communities that we serve.

We are not the new kid on the block, we were established in 2013 and have been disrupting the Broadband industry in London since then. Some recent key achievements include:

· We raised £400m investment in 2020 from large institutions to secure our ambitious growth plans.

· We have acquired over 650,000 wayleaves across Local Authorities, Housing Associations and Private Landlords in London to support that growth.

· We have deployed our 100% full fibre network to over 400,000 premises to deliver the growth, which is rapidly moving towards 2.2 million by the end of 2024.

We’re proud of our achievements so far, but we are not complacent and definitely not stopping here. To help us get to our future, we’re looking for forward thinkers, people with big ideas, people passionate about technology and most importantly hard working team players to join us and be a part of our growing business.

Job purpose:

  • To be an integral part of the growing Community Fibre Business team and be a single point of contact for our customers and partners during the full installation and delivery cycle of our products and services
  • To maintain the highest levels of customer service at all times through regular communication so our customers feel they are connected and working with a professional, responsive and caring organisation
  • To be a key contributor in ensuring we maintain our 5 star, Excellent Trustpilot rating by providing high levels of customer service

What you’ll be doing:

  • Develop and maintain an excellent relationship with our customers and partners during delivery
  • Making and managing calls from customers and partners to update them on their delivery status
  • Handling our customer and partner queries and keeping them up to date with the latest status and timeframes
  • Liaising with functional areas to ensure accurate updates can be communicated to customers and partners
  • Running regular update meetings with functional leads, highlighting delays and escalating issues
  • Accurately updating the internal system with key information
  • Supporting creation/revisions of existing communication processes
  • Producing regular reporting on our delivery performance

The experience we’re looking for you to bring:

  • Excellent communications skills (written and verbal) critical to the position
  • Previous customer service and/or call centre experience
  • Good working knowledge of Microsoft packages, including MS Excel spreadsheets
  • Previous experience in a telecommunications/technology based environment is advantageous

Why join us:

· You get to work with some of the best technology in the market

· Be part of an exciting scale up business where you can bring your ideas, bring your knowledge, we value your contribution

· We all love time off whether that’s going on an exotic holiday or a staycation, you’ll get 25 days holiday to enjoy, increasing by 1 day for each year of service up to 28 days

· Birthday leave, our treat to you

· Keen cyclist, join our cycle to work scheme

· Flexible WFH policy

· Enjoy the perks of Vitality health

· You get to work with an amazing bunch of people

What happens next:

You’ve done your bit so sit back and relax, we will review your application and come back to you.

If we think you’re not quite right for the role you have applied for but may be a better fit for another, we’ll definitely let you know.

Want to know more about a career at CFL, check out our careers page: https://communityfibre.co.uk/jobs

We are an Armed Forces friendly organisation.

We are an equal opportunities employer that values diversity in our team, we welcome applications from all backgrounds.

Thank You

Your application was submitted successfully.

  • Location
    London, London, City of
  • Department
    Network Delivery - Mid-Mkt & B2B
  • Employment Type
  • Minimum Experience