AddressThe Order Managerat AllPoints Fibre will lead and be accountable for the APFN Order Management team. In this role you will manage circuits in Work In Progress (WIP) from confirmed order to completion of installation. The team also manage handover to billing and ensure jeopardy management of orders to minimise Pre-Installation Cancellation (PIC).
As the manager for Order Management you will define and own all reporting related to conversion of order to connection, identifying trends for cancellation and failure, producing plans to improve business and customer performance.
More information on what you will be doing...
Team Leadership
- Ensure as a team we are proactively managing aged WIP.
- Provide education, leadership, effective coaching and mentoring, alongside 121’s, to members of your team to ensure they feel empowered and can work towards business and personal goals.
- Proactively assure quality within the team, ensuring that the team have the knowledge and skills to perform to the highest standard.
- Lead on projects from an Order Management perspective providing updates and escalating to senior team on key decisions.
- Provide solutions based feedback to the operations leadership team and effectively escalate any issues/bugs or risks that may cause failure or poor customer experience.
- Influence positive change to Order Management processes with suppliers and partners.
Order Management
- Providing quality customer updates through case/order comments.
- Engaging with supplier Order Management teams, including escalations, service management based on their prescribed customer service plan.
- Ensure costs are agreed/triggered to the billing platform.
Collaboration
- Produce, refine, and continually improve our work instructions/how to guides for delivery of all products and suppliers, collaborating with the learning and development team.
- Work closely with the Service Management team to drive continuous improvement.
- Collaborating with network operations for asset and configuration item management and returns.
- Collaborate with the IT teams to drive system improvement and efficiencies.
- Influence positive change to Order Management processes with suppliers and partners.
About you:
You will be an experienced leader, with a background in people management and team leadership. Ideally with demonstrable experience in Order Management of FTTP, you will have the ability to understand and document process and procedures.
In this role you will want to have attention to detail, show calmness under pressure and demonstrate strong organisational skills.
What we offer / what you get in return:
- Wellness support - We offer an extensive Employee Assistance Program (EAP), private medical insurance, dental cover, eyecare vouchers, income protection insurance, group life insurance, and more.
- Financial wellbeing - In addition to the support provided by our EAP we offer a contributory pension, income protection insurance, group life insurance alongside other benefits.
- Time out - All our employee's start with us on 30 days annual leave allowance (pro rata) plus bank holidays. We also have enhanced leave plans should you become unwell or need to take time off for parental leave.
About us:
Established in 2021, AllPoints Fibre has grown from regional roots in Jurassic Fibre, Giganet and Swish Fibre, to establish a national wholesale network.
We are on a missions to create a wholesale network that can serve millions of homes and businesses connect to a better digital future.
To help us achieve this mission we need an Order Managerto take us on this journey.
We have set ourselves the goal to become the best place to work, we recognise that our people are at the heart of what we do - join us on our journey to become the UK’s most recommended way to connect!
...And if you don’t meet any specific requirements of the role, we’d still like to hear how you’d get the job done!
Next steps
If the role sounds like the right fit for you, we look forwards to seeing your application! If shortlisted, our Talent Acquisition Team will be in touch to set up and initial conversation. Next stages will involve meeting with our hiring teams to discuss the role and your experience in more details.
One last thing...
AllPoints Fibre value diversity and are committed to creating a diverse and inclusive environment for all employees. Help us create a secure, inclusive digital world where diversity fuels innovation; your vision, your voice, and your skills have a place here!
If you require any reasonable adjustments to be made during your interview process, please tell us in your application.
