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Service Delivery Executive

  • Location

    London

  • Discipline:

    Customer Contact

  • Job type:

    Permanent

  • Salary:

    £28,000 - £30,000

  • Consultant:

    #

  • Email:

    ncoptitch@merje.com

  • Job ref:

    NC/16533

  • Published:

    10 months ago

My client is looking for a Service Delivery Executive who has a great customer service ethic who takes pride in delivering great customer experience and on-going support, guaranteeing response times and working to SLA targets.

You will manage the relationship with the clients/partners in conjunction with sales through part of the sales process and take over the delivery process when they sign a contract and project manage the customer experience through to installation, assisting with invoicing and reporting.

Key responsibilities include:

 

  • provisioning of business solutions, new business customer orders and requests ensuring that timescales and customer requirements are met.
  • raise and enter orders onto appropriate systems triggering the necessary arrangements for provision, delivery, installation or directory entry and billing.
  • liaise and drive engineering, third party suppliers as well as, landlords, managing agents, planning authorities and lawyers to ensure appointments and milestones are coordinated and meet customer requirements. 
  • Leverage understanding of practices specific to suppliers in order to provide meaningful updates to internal queries and within agreed SLAs.
  • Record all orders onto the operational database, ensuring all data is accurate, updated and maintained and can be extracted for management and operational reporting on a daily basis.
  • You plan and manage your own workload by reviewing and prioritising tasks in order to maintain efficiency and high levels of customer satisfaction.

 

Skills and Experience

  • A customer centric approach to work is a must in this role - 3+ years of direct service delivery/order management experience within the Telco/Technology Services industry
  •  Experience of working to KPI’s
  • Excellent written & verbal communication skills
  • Excellent interpersonal skills - Thorough and accurate approach to work, methodical and highly organised with the ability to prioritise and to work unsupervised
  • Flexible enough to meet the demands of a growing, fast-changing environment; an aptitude for working across multiple systems and functions within the business.