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Customer Operations Executive

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Job Summary

  • Dublin West
  • Permanent
  • 2438
  • Jan 09, 2024
  • Competitive
Job Description

We're National Broadband Ireland and we're delivering the largest telecommunications project that Ireland has ever seen.

Job Title: Customer Operations Executive

Group: Network & Customer Ops

Department: NCO

Reports to: Operations Readiness Lead

Level: 1

Overview

We're designing, building and operating Ireland's new, high-speed wholesale broadband network under the National Broadband Plan. Our aim is to radically transform the country's broadband landscape through the delivery of quality, affordable high-speed broadband to all parts of Ireland where such services are not available commercially.

The NBI™ network using a combination of State subsidy and commercial investment will deliver high-speed broadband to over 1.1 million people and over 569,000 premises in Ireland. No matter how remote or rural, no town, village or community will be left behind. NBI will be responsible for the management of the new national broadband network for the next 25 years.

To hear more about our colleagues working on the rollout of the National Broadband Plan, please click here.

Key Objectives / Accountabilities:

NBI is looking for an enthusiastic Customer Operations Executive who wants to jump in head-first and help build a mission-driven company from the ground up.

You are comfortable with a constantly changing environment. You are detail oriented and you love efficiency and excellent service. You will directly contribute to the building of a state of the art operations capability by being a key contact for all customer related queries, by developing strong relationships with our retail customer support teams as well as supporting the performance of 3rd party contractors who will deliver connection, assurance and in home service orders. You will work with a diverse team of people with commercial, operations and IT expertise and you will champion and promote positive customer experience

Key Responsibilities:

  • Support the customer operations manager in ensuring the delivery of a high quality customer experience for our customers
  • Contribute to the development and continuous improvement of wholesale customer operations processes and procedures
  • Manage support requests that come through a range of channels such as tickets, emails, chat and telephone.
  • Ensure customer requirements are met in terms of communication, prioritising, escalating and resolving incidents and requests
  • Contribute to the plan for business acceptance testing, support test case definition and test case execution
  • Drive adherence to NBI SLAs for both connections and assurance
  • Contribute to the development and continuous improvement of training collateral and support our retail customer's support training
  • Develop a deep understanding of the end to end customer journeys. Champion continuous improvement to ensure customer relationships and experience are enhanced.
  • Develop strong relationships with retail customer support teams and 3rd party contractors who will deliver connection, assurance and in home service orders.
  • Participate in a flexible work roster to provide support for 08.00 - 20.00 support hours. Provide on call support if required.

Knowledge & Experience:

  • Experience in customer service ideally in a telco environment
  • 3rd level qualification
  • Excellent Google docs/sheets/slides and or Microsoft Office - Excel, Word, PowerPoint,
  • Knowledge of and experience of eTOM, ISO and or ITIL an advantage
  • You have a flair for dealing with people and have great relationship building skills. You are an active listener
  • You are detail orientated with a proven ability to work to tight deadlines and handle multiple priorities in a calm and constructive manner.
  • You have an attitude of continuous learning and development and are energised by supporting and driving ongoing business and operational change and improvement activities
  • Excellent ambassador for NBI, promoting the organisation and role modelling NBI's values.
  • Excellent ambassador for NBI, promoting the organisation and role modelling NBI's values.

Competency Profile:

Business Competencies

Customer Focus

Results Focus

Problem Solving

People Competencies

Teamwork

Interpersonal Skills

Influencing & Winning Commitment

Oral & Written Communication

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