At a Glance
- Tasks: Manage voice and connectivity orders, ensuring timely delivery and excellent customer experience.
- Company: Join Zen, a company committed to inclusivity and personal development.
- Benefits: Enjoy flexible working options and a supportive environment tailored to your needs.
- Other info: We welcome enquiries about part-time roles and reasonable adjustments during recruitment.
- Why this job: Be part of a dynamic team that values individuality and fosters growth.
- Qualifications: Experience in order management or communications services is preferred; strong communication skills are essential.
The predicted salary is between 28800 - 43200 £ per year.
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We’re building an inclusive work environment
Here at Zen your gender, race, ethnicity, neurodiversity, disability, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us. Because they matter to you and are part of who you are.
We’re interested in you as an individual and here you’ll find opportunities to develop, be recognised and hopefully enjoy yourself along the way. So don’t hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.
We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible. So please feel free to discuss your preferences as part of the recruitment process.
FAO Recruitment agencies & organisations:Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to.
What You\'ll Bring
You will be an excellent communicator with a passion for delivering an outstanding customer experience.
As a member of our Order Management Team, you will be responsible for the end-to-end implementation of our connectivity and voice services, and accountable for on time delivery to our customers.
The Order Managerrole involves liaising with key suppliers, internal departments and customers through all stages of the order management journey, initiating key activities to meet agreed timescales. You will keep customers and key stakeholders fully informed of updates on their order status.
This role will suit candidates with strong analytical skills, with an understanding of the provision and delivery of communication services. Experience gained within a Communications or IT Services provider will be advantageous.
Key Responsibilities
- Pro-actively process and manage voice and connectivity orders with an aim to deliver within the expected timescales.
- Take ownership and manage multiple deliverables at various stages of provisioning, and of varying levels of complexity.
- Responsible for delivering a service that provides an excellent customer experience.
- Handle calls, emails, and live chat interactions with customers, providing appropriate responses, working towards an appropriate solution to their query, owning the case to resolution and providing regular updates to the customer.
- Raise and manage both internal and external customer escalations.
- Co-ordinate across the business the provision of complex solutions through to completion
- Exception handling in the event of order delay or failure.
- Engage with the wider business (Pre Sales and Sales Support, Sales, Project Management, Product Management, Customer Operational Support) to deliver the right solutions required.
- Liaising with key suppliers to deliver against expectations, and collaboratively managing and maintaining effective working relationships.
- Identify & implement areas for improvement (product, system or process).
Candidate Profile
- Experience in a Provisioning / Order Management role; or experience of working within an ISP or Managed Services Provider
- Excellent communicator able to interface and establish relationships at all levels and to people of varying technical capability
- Exposure to or experience of dealing with key suppliers such as BT Openreach, BT Wholesale, Vodafone and TalkTalk Business
- Excellent Customer Service Skills with a high standard of written and verbal communication
- Ability to work to and meet deadlines, managing own workload with minimal supervision
- Strong analytical and problem-solving skills
- Able to work on own initiative
- Supports their teammates
- Takes and gives feedback
- Embracing and demonstrating Zen values and happiness objectives
- Kind, understanding, and listens to others
- Organised workload with strong attention to detail
Order Manager in Rochdale employer: Zen Internet
At Zen, we pride ourselves on fostering an inclusive and supportive work environment where every individual is valued for their unique contributions. As an Order Manager, you will not only play a crucial role in delivering exceptional customer experiences but also benefit from our commitment to employee growth, flexible working options, and a culture that celebrates diversity. Join us in a vibrant location where your skills will be recognised, and you can thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Order Manager in Rochdale
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zen Internet. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zen Internet before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Order Manager in Rochdale
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zen Internet:Your cover letter is your chance to shine! Tell us why you want to work at Zen Internet specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zen Internet!
How to prepare for a job interview at Zen Internet
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
