Project:Telecom Infrastructure Project
Reports to:Team Lead/Manager
Roles Involved:Task/Order Progression, Customer Communication, Call Handling, Task Allocation & Management, Jeopardy Management=
Role & Responsibilities:
- The key objective of the DCoE is to provide support to Field Engineers.
- Provide on-the-job support to enable tasks to be completed as effectively as possible.
- Aim to stop repeat fault reports to improve the customer experience.
- Handle reactive engineering calls and proactive provision and repair fallouts.
- Make real-time decisions based on diagnostics and suggest available/alternate options to field engineers after reviewing live system reports.
- Read, analyze, and understand design & planning specifications to coordinate successful installation and focused outputs.
- Understand the end-to-end Fibre/Copper rollout and network architecture.
- Foster understanding and collaboration between desk and field teams, providing the right assistance during fallouts for successful output.
- Candidates should have a basic understanding of Copper & Fibre journey in the telecom sector.
- Handle the first point of communication and represent the company while maintaining all required call etiquettes when dealing with customers.
- Liaise with other regional teams to understand timelines and ensure contractual dates are met and all required Key Customer Interactions (KCIs) reach customers on time.
- Provide support five days a week, Monday to Saturday.
- Work shifts between 8 AM and 5:30 PM on weekdays.
- The scope of work includes making and receiving calls, handling emails, and owning customer communications for any stages between order fulfillment journeys.
- Outbound calling, emails, and system updates as required by the process.
- Associates will have individual responsibilities and KPIs defined as per their division’s requirements.
- Maintain call etiquettes when handling customers.
Skillset Required:
- Telecom Infrastructure Project experience is highly advantageous.
- Excellent communication skills to interact comfortably with customers.
- Willingness to handle (receive and make) phone calls throughout the day.
- Flexibility to work in any scheduled shift within the specified window.
- Flexibility to work from the office, home, or in a hybrid model as required.
- Previous experience in a contact center is an advantage.
- A fair understanding or experience in the FTTX domain is an advantage.
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Network/Customer Service Coordinator, DCoE in Leeds employer: Flying Colours Consultancy Limited
Flying Colours Consultancy is an exceptional employer, offering a dynamic work environment in Kemsley where innovation meets collaboration. As an IT Engineer Asset Verification Engineer, you will benefit from a supportive culture that prioritises employee growth through hands-on experience and mentorship, while also enjoying the unique opportunity to contribute to significant industrial projects. With a focus on continuous improvement and teamwork, this role promises meaningful engagement and professional development in a thriving sector.
Contact Details:
Flying Colours Consultancy Limited Recruitment Team
