Posted in: Telecommunications in Basildon | Posted: |
Job title: Service Activation Manager
Location: Office - Kings Hill, Kent
About you:
Are you an ambitious individual with a remarkable ability to focus on and surpass targets?
With an excellent attention to detail, you ensure that no component of the service activation process is overlooked, contributing to flawless execution and outstanding service delivery. Your strong motivational skills empower you to lead teams effectively, fostering an environment where staff are encouraged to achieve their best. You thrive in dynamic settings that challenge your skills and allow you to demonstrate your capability in delivering best practice.
Additionally, you have a proven track record in leading a Help Desk team that's capable of answering 99% of calls, ensuring customer issues and complaints are dealt with effectively, and taking mitigation steps to prevent recurrence. Your dedication to providing excellent service to Trooli customers and resolving issues promptly makes you an asset to any team.
The Role:
You will have overall management for overseeing the delivery of broadband services to our new and existing customers. Manage the end-to-end process and seamless transition of service activation, responding efficiently to customer enquiries and provide a best-in-class customer experience.
Accountable for high quality service activation and helpdesk functions and monitor and support the service delivery to customers, ensuring systems, methodologies and procedures are in place and followed.
Ensure customer activations are scheduled and activated within the KPI deadlines ensuring service desks achievements and reliability issues are resolved in a timely manner.
Proactively identify opportunities for improvement and transformation across Service Activation and Help Desk to maximise value and customer experience.
Working closely with the wholesale customers to understand their business objectives, act as a trusted advisor, and manage the relationship between operations, service activations and the customer.
Acting as a trusted advisor, managing the customer expectations against master SLA agreements, educating customers on Trooli processes and services, negotiating mutually beneficial outcomes, and mitigating potential conflict.
Lead, manage and motive and guide a team to achieve high performance and drive to exceed targets. Identify development and training requirements
Skills and Experience
Extensive experience in wholesale, B2B telecom services, infrastructure and management including client relationships
A proven history of leading data driven, support focused teams, with diverse capabilities in a fast moving and challenging environment.
Ability to lead and inspire internal and external teams, to assess and implement innovative technology delivery methodologies to drive continuous improvement
Able to analyse diverse and complex sets of data with the aim of driving improvement and efficiency across internal and external delivery teams
Excellent communications with teams, stakeholders, and customers.
Expert knowledge in delivering high performing telecommunications service delivery, network infrastructure and fibre broadband.
Qualifications
Educated to GCSE or equivalent, Math and English
NVQ level in Customer Service (desirable)
Bachelor’s degree telecommunications (desirable)
Why Trooli:
At Trooli, we are passionate about innovation and excellence. We offer a dynamic work environment where you can make a significant impact on our growth and services. You’ll be joining a forward thinking team that values collaboration and a can-do attitude. We also offer competitive salaries, comprehensive benefits, and opportunities for professional development.
At Trooli we work hard to create an inclusive, collaborative, and rewarding environment where you are encouraged to make a difference and achieve great things. We welcome applicants who struggle to apply online to contact for a chat or email us directly to (url removed). We will make any reasonable adjustments to working environments to ensure all employees are included and can work safely