Direct Labour Co-Ordinator

at  Netomnia

ABOUT US:

Netomnia is a small team of experts on a mission to bring a reliable, high-speed fibre network straight to your door. Founded in 2019, we’re investing in building a new FTTP Internet infrastructure throughout the UK. Guided by the principles of flawless customer support, fair contracts, and affordable pricing, Netomnia is dedicated to bringing forgotten areas into the UK’s digital revolution. Every member of our team is empowered to take ownership of their work, striving for personal accountability, and rewarded with endless opportunities to develop.

SKILLS, KNOWLEDGE & EXPERTISE

• Experience of delivering high quality customer service
• Experience of telecommunications and PIA is essential
• Exceptional verbal and written communication skills
• Strong interpersonal skills allowing effective communication with external and internal stakeholders at all levels
• Methodical approach to problem solving
• Excellent organisational skills
• Self-motivated and able to understand tasks using their own initiative
• Ability to approach potentially challenging situations in a positive and supportive manner
• Effective stakeholder management

JOB PURPOSE:

The Installation Co-Ordinator will be responsible for assisting with the departmental administration.
The role consists of desktop/pole surveys, ticket management, Openreach Portal uploads and installation calendar management.
The Installation Co-Ordinator will need to adapt to new processes and workloads to support the continuous development of Netomnia and its partners. Going above and beyond to ensure the service we offer is second to none!
The Installation Co-Ordinator will work closely with the Regional Service Delivery Managers, other coordinators and the Director of DLO to identify areas of improvement for the support we are able to offer, not only improving the effectiveness of the team, but also the quality and customer experience.

KEY RESPONSIBILITIES

• Carry out desktop surveys of OH installations
• Check OR portal for pole details
• Answering incoming queries through various platforms, including but not limited to telephone, email and online chat
• Processing and assisting with the management of tickets
• Providing reactive and proactive communication through written and verbal case management
• Assisting the team to be able to provide the service level expected by our contracts
• Taking ownership of individual and team workload, ensuring a full resolution is offered and implemented
• Gaining knowledge of processes and procedures within the business and being involved in the development of such processes to enable the team to provide the service expected
• Responsible for Openreach Portal uploads
• Managing the installation appointment calendar
• Assisting with complaint and damage resolution
• Assisting with stock and tooling orders for the service delivery engineers
• Supporting the teams service level agreements and KPIs