About this role

You will help deliver Openreach’s big bold plan by supporting Openreach’s customers on the successful delivery of their orders and end to end experience for products in the Infrastructure portfolio. This will involve proactively managing orders through to delivery, keeping them on the ‘happy path’ as well as responding to customer enquiries and escalations.

You'll have the following responsibilities

Proactively manage orders and the customer end to end experience through to delivery, keeping them on the ‘happy path’ as well as responding to customer enquiries and initial customer dissatisfaction.

Role holders will be responsible for the effective resolution of customer issues that they are assigned and effective delivery of orders they are assigned to oversee.

Considers regulatory and equivalence requirements and when applicable cost when creating a resolution.

Regulatory - In particular acting with discretion and integrity regarding deemed consent and delay management.

Cost – the team member may be assigned to a project that the customer is being charged for by Openreach so should be conscious of the nature of the commercial relationship with the customer. It is accurately log time spent working on projects.

Uses systems and tools to identify root cause of failure.

Ensure that sufficient information has been obtained to provide customers with a meaningful update on their order in the ‘what, what, when’ format.

Demonstrate a sense of urgency by challenging timescales to deliver success within minimal lead times.  

Escalating to the appropriate levels of managerial structure to remove roadblocks for resolution.

Demonstrates ownership of customers issues (internal & external) to resolution.

Demonstrates commitment to reducing customer dwell time.

Liaise with other departments within Openreach (including other desk-based teams and Openreach engineers) to ensure successful delivery to the end customer.

Work directly external desk departments and CPs.

Will be required to use systems, identify problems & determine appropriate action to resolve, escalating where required.

You'll have the following skills & experience

Good organisational and communication skills.

Having previous Customer Service experience.

Ability to work with other departments and 3rd party suppliers when required.

Experience of inbound and outbound call and query handling.

Good written and verbal communication.

Ability to own customer issues through to resolution.

Basic PC skills with a knowledge of packages and applications e.g. Excel, Word.

Highly customer focused on delivering a better service and experience to Openreach’s customers.

Able to drive for positive results as part of a highly successful team.