About ITS

We exist to ensure the UK has the best full fibre networks, to provide the best gigabit capable connectivity and broadband to UK businesses through our growing partner community. This enables opportunity, progress, exploration, creativity, innovation, and commerce. Rapidly advancing technology means there’s never been a more exciting time; for you, for business, and for the future.

Role Headlines

Having the customer at the heart of what we do, you will develop effective relationships with suppliers to meet challenging time scales and be pragmatic enough to steer through complex issues to ensure circuits are handed over in a timely fashion. Keep customers and partners fully updated with order progress, with close attention to delivery timelines and highlighting issues that may jeopardise delivery. Ensure timely service delivery, and adherence to service level agreements (SLAs).

Key Responsibilities

• Responsible for managing customers through the end-to-end journey.
• Book appointments.
• Ensure customer and contractor readiness.
• Deliver fast throughput and high levels of customer satisfaction.
• Act as an interface to key internal departments impacting case fluidity.
• Update the customer and respond in a timely manner.
• Ensure Customer Deliver Dates are prioritized

Experience & Knowledge

Essential:

Microsoft Office application skills

Desirable:

Knowledge of telecoms industry fibre broadband products and services

Experience working in a customer service environment

Skills/Abilities & Relevant Competencies

Essential

• Analysis, organisation, and planning skills
• Excellent communication skills (written and verbal)
• Self-motivated and driven to meet service objectives and targets
• Enthusiastic and highly motivated with an eye for detail
• Able to liaise and interact effectively with management, technical teams, and customers
• Ability to listen, empathise and gain customer confidence
• Flexible approach and able to manage varying workload
• Team Player

Desirable

• Experience of using Customer Relationship Management (CRM) systems or portals

Special Requirements

• Able to travel to various ITS office locations as requested