Job Title: Order Provisioning Team Manager
Salary: Up to £35,000
Benefits: Hybrid Working | Salary Sacrifice - Pension, Electric Vehicle Scheme, Cycle to Work Scheme, Share Incentive Plan | Profit Related Pay | Sickness Income Protection | Medical Cash Plan | Life Assurance | Birthday off |Discounted Gym Membership | Free onsite parking and more
About the Role
Working within the reseller channel as a successful Team Manager, you will be responsible for managing a team of individuals working to deliver exceptional support and service delivery to our resellers. Duties will include establishing team objectives, delegating tasks, monitoring performance, and fostering a positive and productive work environment. You will also play a crucial role in identifying and implementing process and system improvements to enhance service delivery efficiency and quality.
Key Responsibilities
Service Delivery
- Managing the team to ensure that orders for all product sets are placed accurately, through to completion, and within SLA.
- Management of the team to action reseller tickets, delivering outstanding customer service to all, with a positive, professional, can-do attitude.
- Work with the team to ensure high quality service delivery and a right first-time approach.
- Manage resource allocation to ensure seamless service delivery of orders and any projects.
- Provide first point of contact for reseller and supplier escalations.
- Engagement with key suppliers to drive improved level of service.
People Management
- Lead, mentor, and develop the Customer Engagement team, creating a high-performance culture.
- Provide coaching, training, and deliver monthly 121’s so that each team member receives performance feedback so that their continued improvement and development is forefront.
- Ensure team have a full understanding and timely updates of new processes, products and any other relevant information.
- Responsible for recruitment and training of new and existing team members.
Process Improvement
- Work with the management team to resolve issues and deliver improvements to the Reseller service.
- Manage timelines, risks, and resource allocation to ensure seamless execution of projects.
- Act as the main point of contact for stakeholders, providing regular updates on project status and service performance.
- To identify potential customer dissatisfaction, working in synergy with other areas of the business so as to further improve the Reseller experience, increase profitability and customer loyalty.
- Identify and implement improvements to day to day running of the team, process and portals.
General Tasks
- Undertake other duties, as per your Manager's request.
Key Delivery Areas
- Service Delivery
- People Management
- Process Improvement
What you will bring to the role
Essential
- Proven telecoms experience
- Telecoms, Operations / Customer Service background
- Previous experience of leading, motivating and developing a successful team
- Previous experience of managing multiple tasks
- Effective time management and organisational skills
- Experience of complaint handling
- Partner support experience
- Strong communication skills
- Have a flexible, positive outlook and attitude
- Be proactive
- Good problem solving skills
- Results focussed
- Leads by example
- Willing to learn and take on additional responsibility
Desirable
- Service improvement experience
- Portal Development experience
Nimans is part of the Midwich Group. We are an equal opportunity employer and welcome applicants from all backgrounds. If you meet the requirements and are interested in this opportunity, please submit your CV for consideration.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as soon as possible.
Please note all roles that move to offer are subject to receipt of satisfactory references.
All candidates must have the right to work in the UK.
