Here at Zen your gender, race, ethnicity, neurodiversity, disability, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.
We're interested in you as an individual and here you'll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don't hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.
We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible. So please feel free to discuss your preferences as part of the recruitment process.
If you wish to find out more or discuss any details you're not sure about, feel free to get in touch by calling 01706 902 275 or if you prefer to send an email, you can to and we will get back to you as soon as possible.
FAO Recruitment agencies & organisations: Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to.
What You'll Bring
* You will be an excellent communicator with a passion for delivering an outstanding customer experience.
* You will be responsible for the end-to-end implementation of our connectivity and voice services, and accountable for on time delivery to our customers.
* Liaising with key suppliers, internal departments and customers through all stages of the order management journey, initiating key activities to meet agreed timescales.
* You will keep customers and key stakeholders fully informed of updates on their order status.
* This role will suit candidates with strong analytical skills, with an understanding of the provision and delivery of communication services.
* Experience gained within a Communications or IT Services provider will be advantageous.
What You'll Do
* Pro-actively process and manage voice and connectivity orders with an aim to deliver within the expected timescales.
* Take ownership and manage multiple deliverables at various stages of provisioning, and of varying levels of complexity.
* Responsible for delivering a service that provides an excellent customer experience.
* Handle calls, emails, and live chat interactions with customers, providing appropriate responses, working towards an appropriate solution to their query, owning the case to resolution and providing regular updates to the customer.
* Raise and manage both internal and external customer escalations.
* Co-ordinate across the business the provision of complex solutions through to completion
* Exception handling in the event of order delay or failure.
* Engage with the wider business (Pre Sales and Sales Support, Sales, Project Management, Product Management, Customer Operational Support) to deliver the right solutions required.
* Liaising with key suppliers to deliver against expectations, and collaboratively managing and maintaining effective working relationships.
* Identify & implement areas for improvement (product, system or process).
Benefits
* 2 x Life Assurance Cover, with option to flex upwards
* 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
* Access to private Medical Healthcare and a Healthcare Cash Plan
* An extra day off for your birthday
* Car salary sacrifice scheme
* Continuous learning and development
* Discounted Mobile plans
* Flexible and Hybrid working
* Free onsite parking
* Internal coaching and mentoring opportunities
* Onsite Contemplation and Prayer room
* Onsite Electric Car Charging points
* Optional flexible critical illness cover
* People-friendly policies
* Recognition awards where we celebrate the most awesome people
* Retail discounts
* Salary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contribution
* Six monthly salary reviews
* Subsidised Nursery fees
* Subsidised Onsite Restaurant
* Superfast Free Reliable Broadband
* Travel Loan and Ride2Work Schemes
* Two days' paid leave per year for voluntary work