Overview
We're National Broadband Ireland and we're delivering the largest telecommunications project that Ireland has ever seen. 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 Order Management Specialist 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 and driven to deliver excellent customer service in everything you do. You will directly contribute to building a state of the art customer centric operation by being responsible for ensuring on the day success for new service orders on our FTTH network. You will work with a diverse team of people across operations and 3rd parties and will champion and promote positive customer experience at all times.
Key Responsibilities:
- Support the volume connections lead in ensuring the delivery of a high quality customer experience for our customers maximising on the day success of connections.
- Manage support requests that come through from field engineers (NBI and 3rd parties) utilising a range of channels such as tickets, emails, chat and telephone. Ensuring engineering requirements are met in terms of communication and prioritisation.
- Responsible to manage individual requests through to completion guaranteeing a high quality of service, escalating as required across the different business departments.
- Pro-active management of all connection orders due on the next working day maximising for success, ensuring order fluidity and prioritising with 3rd parties as required.
- Review and daily management of appointment lead times, ensuring appropriate levels of fluid work for delivery of required completions by 3rd parties.
- Management of risk to delivery working with 3rd parties to mitigate and escalating as needed.
- Ownership of Day +1 reviews and ensuring unsuccessful orders have been furthered appropriately and next steps understood and successful.
- Participate in a flexible work roster to provide support for 08.00 - 20.00 support hours. Provide on call support if needed.
Knowledge & Experience:
- 3+ years' experience in customer service ideally in an telco. environment with specific experience in the delivery of FTTH.
- Understanding of telecom and or utility operations including experience of managing field based operations and activities.
- Engineering background with a technical knowledge of telecommunication networks specifically FTTH with practical hands on experience of it.
- Knowledge and experience of managing complex customer journeys breaking down complexity to ensure delivery with previous experience of managing delivery within SLAs/KPIs.
- Experience in managing 3rd party suppliers.
- Ability to deliver effective operational decision-making with clear articulation of threats, risks and possess the capability to articulate a clear structured risk management approach to preventing customer failure.
- Excellent Google docs/sheets/slides and or Microsoft Office - Excel, Word, PowerPoint, etc.
- 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.
- Collaboration and effective team working skills, especially where there are conflicting demands.
- Excellent communication skills with an ability to translate complex operational updates into concise customer focused updates.
- Knowledge of and experience of eTOM, ISO and or ITIL an advantage.
- 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
Oral & Written Communication
Interpersonal Skills
For more Information on National Broadband Ireland please visit:
Welcome to National Broadband Ireland - NBI
