The Model office are a friendly, diverse and focused team supporting our consumer business unit across Talk Talk. We provide the full end to end testing of new Fibre to the Premise trials, prior to the transition to our business as usual teams. Our tasks include order management, technical diagnostics and resolution, billing,  process mapping, and the review of the whole end to end customer journey. 

The team have a strong relationship with our project team and other key stake holders within the business.

As a Model Office Agent you'll engage with key personnel involved in the transition or introduction at an early stage of a new system, service or product, allowing you to get early feedback as it is developed.

This is also a great way for you to obtain buy-in from all necessary parties, as you'll be able to demonstrate the benefits of the new system /processes early on, take onboard their feedback early, and therefore adjust the solution to meet the needs / objectives of the business.

In addition, you'll also anticipate issues and address them before they arise.

What do I need in order to order to deliver in the role?

You'll be able to demonstrate exceptional customer service skills, with a resilient, calm and methodical approach.

You'll enjoy solving problems & have a good understanding of root cause analysis  

You'll have pervious process mapping experience and a good understanding of customer journeys

You're comfortable engaging with a variety of stakeholders management, with the ability to constructively challenge and provide feedback

What's in it for you?

You'll join a pacey, dynamic and innovative environment where collaboration is the norm and development opportunities are everywhere. We want to help you to do your best work and have your biggest impact. Your development will always be led by you, supported by your line manager and backed by the business.

As well as providing a vast range of core benefits such as annual bonus, a company pension scheme and private medical insurance, we also:

• Support you to achieve your career goals

• Flexible hours and home working

• Offer income protection and life assurance

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.