FTTH Order Progression Specialist

at  National Broadband Ireland

2518
Dublin
Permanent
National Broadband Ireland (NBI) is currently accepting applications for the role of FTTH Order Progression Specialist to join their growing team!

KEY OBJECTIVES / ACCOUNTABILITIES:

NBI is looking for an enthusiastic FTTH Order Progression 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 of a state of the art customer centric operation by being responsible for complex FTTH connection journeys that require additional activities to bring the customer into service in a timely fashion. 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.

KNOWLEDGE & EXPERIENCE:

• 5+ 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.
• Practical experience of managing civils and/or poling activities in a field environment preferably on a FTTH network.
• 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 and risks. 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.
• 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.

• Support the complex connections lead in ensuring the delivery of a high quality customer experience for our customers.
• Responsible for managing complex FTTH connection journeys that may require;
• Prioritising with third parties and ensuring appropriate burn down of orders and delivery within associated SLAs and KPIs.
• Redesign of planned activities by virtual teams within appropriate SLAs
• Visits by different internal and external field teams for review/delivery within appropriate SLAs
• Delivery within MDUs or Expensive Prems.
• Of pre-connection works with multiple 3rd parties.
• Responsible to manage individual requests and journeys through to completion guaranteeing a high quality of service, escalating as required across different business departments and 3rd
• Pro-active management of individual complex connection orders maximising fluidity, removing barriers to delivery thus expediting order delivery and ultimate customer delivery.
• Review and daily management of all associated queues ensuring all journeys are kept up to date with high quality updates and are progressed in a timely fashion.
• Management of risk to delivery working with 3rd parties to mitigate and escalating as needed.