Joining Ogi is a unique opportunity to work within an innovative Welsh business and one of the fastest-growing companies in Wales.
You may have known us previously as Spectrum Internet and NSUK, but we've rebranded to Ogi - a new name that reflects our commitment to serving Welsh communities. We’ve received a multi-million-pound investment and are currently in the thick of our large-scale full-fibre internet deployment across South Wales!
About you…
If you’ve not worked in Telecoms or Managed Services before you might not have heard of the term ‘provisioning’; in a nutshell it is the process of configuring, activating, and managing network services and resources for telecom customers.
Don’t worry, we’re not looking for someone who has specifically worked in that area before, as long as you’re keen to learn, passionate, and results-driven with strong communication skills we’re happy to train you and start your career in an exciting new direction.
Co-ordinators, Administrators, Customer Care agents, or Document Controllers will be well-suited for this position, which will include comprehensive training to work on our systems.
You should be process-driven with technical and commercial interests as you will be working with our customers, suppliers and colleagues and are expected to develop strong relationships, build trust and work with a range of changing requirements.
In terms of background/attributes, we’re preferably looking for -
- Being practical, results-driven and analytical with the ability to effectively problem-solve
- Great attention to detail and accuracy
- Experience in a Co-ordinator, Admin, Data, Customer Care or Document Controller role (or similar)
- Any experience or familiarity with Dynamics or similar (not essential)
- Strong communication skills both written and verbal
It’s a great role and you'll learn more about provisioning/service fulfilment as well as Service Delivery, Ofcom regulations and most importantly the exciting world of telecommunications!
What you’ll be doing…
As training continues you’ll grow in experience and take on more responsibility working in a varied position. As part of the Customer Operation department, this role is critical to the effective onboarding of new customers and the successful delivery of our business services across a range of technologies.
Through training and hands-on experience, you will learn to navigate service provider portals and processes to ensure successful outcomes for our customers in line with our SLAs. Including chasing and escalating delays. You’ll also establish good relationships with internal teams, strategic partners and other external parties, to identify and manage conflicting requirements.
Working as part of the Service Desk, you’ll liaise closely with both the Service Delivery Manager and the Project Managers, ensuring the timely fulfilment of service orders with a range of internal and external partners.
Other day-to-day responsibilities will include:
- Accepting new orders into our systems and ensuring they are correctly processed to the Customer, Service Desk or Projects Teams as appropriate.
- Ensuring order fulfilment complies with our customer commitments and SLAs, including escalation.
- Keeping customers and stakeholders informed of order progress in a timely fashion, in line with our SLAs. This includes ensuring successful customer onboarding, and clear handover to the Finance and Service Delivery teams.
- Ensuring provisioning records are kept up to date.
- Establishing strong relationships with suppliers and contractors to ensure excellent outcomes for clients.
- Developing and maintaining a strong understanding of our constantly evolving portfolio of business products and services.
- Contributing to overall commercial performance through identifying appropriate cost controls and efficiencies, drawing on product and customer knowledge.
- Provide input on Service and Product Development, particularly about improvements in delivery methods and customer communications.
- Working flexibly as part of a team, the role may require working in different locations and across defined shifts covering our core business hours.
Next Steps?
Please get in touch for more information and a confidential chat, even if you don't tick all the requirements but think you'd be a good fit.
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