Job Description

You will build strong and effective working relationships (internal and external), and leverage technology & best practices to deliver outstanding customer experiences and operational excellence.

• Accountable for delivering all customer sales to ensure we can realize all associated sales revenues
• Drive operational excellence across the Consumer Fixed Order Operations function, including the Inbound Order Query team, the Order Fulfilment team, and the Customer Escalations team, with responsibility for all customer experience, operational & commercial performance targets, including:
• Operational Efficiency: measured through First-time-installation rates, Frequency of Contact, First Contact Resolution, adherence to SLA’s.
• Commercial Performance: measured through Cost of Fixed Care & Operations reductions, adherence to SLA’s (third party service providers).
• Accountable for ensuring all customer deliveries are carried out to the highest quality levels and meet all regulatory, internal and consumer protection standards.
• Create a high performing, customer focused team for delivering our consumer fixed broadband, fixed voice and our products to our customers
• Operationalize the Consumer Fixed Order Operations Strategy, which includes:
• Translating the strategy into transformation & operation goals and plans
• Ensuring the right organization design, resourcing and partnership models, skills, ways-of-working, technology, governance and ownership are in place to support and deliver the plans
• Embed a customer focused culture, including use of net promoter score measurement, and customer experience improvement plans into all areas of the delivery function

Required Knowledge, Skills, and Abilities

• 7-8 years’ B2C experience in a similar management position within an outsourced/shared services model
• A proven track record of successfully operationalizing strategy and implementing transformational change to meet customers shirting needs and expectations.
• Results-driven and commercially focused. Experience of setting and managing budget spend and targets across a balanced score card (customer experience, commercial, and operational) and within a matrix structure.
• Excellent influencing & communications skills, with demonstrated experience in relationship management, internal and external up to Senior Executive level
• Experience in leading teams to high performance and engagement
• Critical and questioning attitude, coupled with analytical and process assessment skills. Demonstrated success translating operational and Voice of the Customer data into actionable insights, influencing and driving change, and delivering measurable impact and value.
• Experience of remediating issues, undertaking root cause analysis and communicating lessons learned to avoid re-occurrence.
• Proven ability to challenge current thinking and to drive and enable continuous improvements, and of using data to support decision-making and drive changes.
• You will be future-focused, understand and stay current with best practice.