At a Glance
- Tasks: Manage voice and connectivity orders, ensuring timely delivery and excellent customer experience.
- Company: Join Zen, the UK's largest independently owned telecoms provider with a people-first approach.
- Benefits: Enjoy 25-30 days annual leave, private healthcare, flexible working, and continuous learning opportunities.
- Other info: Be part of a company that values diversity and sustainability, with great growth potential.
- Why this job: Make a real impact in a supportive, inclusive environment while developing your career.
- Qualifications: Experience in order management or communications services, strong analytical and communication skills.
The predicted salary is between 40000 - 50000 £ per year.
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 Manager role 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.
What you'll do
- 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).
- What you'll bring
- 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 Talk Talk 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
- We’re building an inclusive work environment
At Zen, your individuality matters.
Your gender, race, ethnicity, disability, sexuality, neurodiversity, background, and everything else that makes you who you are, we value it all.
We want you to feel seen, respected, and supported from the very start of your journey with us.
Our Values shape how we work and who we are.
We celebrate diversity and build strong communities where everyone belongs.
We put people and the planet before profit, and we’re ambitious about the future, always learning, innovating, and striving to deliver award-winning service.
Together, this means you’ll find opportunities not just to grow your career, but to make a meaningful impact.
We’re always open to conversations about part-time or flexible working, or reasonable adjustments, and we’ll support you wherever we can.
Please feel comfortable sharing your preferences during 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.
- 2 x Life Assurance Cover, with option to flex upwards
- 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
- Access to private Medical Healthcare and a Healthcare Cash Plan
- An extra day off for your birthday
- Car salary sacrifice scheme
- Continuous learning and development Discounted Mobile plans
- Flexible and Hybrid working
- Free onsite parking
- Internal coaching and mentoring opportunities
- Onsite Contemplation and Prayer room
- Onsite Electric Car Charging points
- Optional flexible critical illness cover
- People-friendly policies
- Recognition awards where we celebrate the most awesome people
- Salary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contribution
- Six monthly salary reviews
- Subsidised Nursery fees
- Subsidised Onsite Restaurant
- Superfast Free Reliable Broadband
- Travel Loan and Ride2Work Schemes
- Two days’ paid leave per year for voluntary work
- About Zen
At Zen, we’re redefining what it means to be a business, not just through what we do, but how we do it. We believe there’s a better way of doing business.
As the UK’s largest independently owned telecommunications and technology provider, we put people and planet before profit.
We’re here for the long term, never for sale and driven by our purpose: Do right for people and planet.
Being a certified B Corp is just one way we demonstrate our commitment to social and environmental responsibility.
From award-winning services and industry-leading customer support to our focus on sustainability and community.
Everything we do is guided by our core values, and yours.
At Zen, we know that our strength lies in our people.
That’s why we celebrate individuality and diversity, creating a workplace where everyone belongs.
We bring together our Zen values and personal values to build a supportive, open, and inclusive environment.
Together, we grow, both as professionals and as people.
We’re proud to be recognised as a Great Place to Work across multiple categories: Large Organisation, Wellbeing, Women, Development, and Technology, a reflection of the inclusive, empowering, and future-focused culture we’ve created.
We’re ambitious.
We embrace innovation and welcome change.
We challenge ourselves to think differently, improve constantly, and lead by example.
We see every challenge is an opportunity.
Every voice matters.
And every success fuels a much bigger purpose.
So, if you're looking for a job where your values matter, where you can help build a future where business is a force for good, join us and help make a difference.
Whether you're just starting out or bringing years of experience, your work at Zen will have real impact on our people, customers, communities, and the planet.
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Order Manager (Business) in Rochdale employer: Zen Internet
Zen Internet is an excellent employer that fosters a collaborative and supportive work culture in Rochdale, England. With a strong emphasis on employee growth and development, the company offers numerous opportunities for professional advancement while ensuring a healthy work-life balance through its hybrid working model. Employees benefit from a dynamic environment where their contributions are valued, making it a rewarding place to build a meaningful career in customer service and technology.
StudySmarter Expert Advice🤫
We think this is how you could land Order Manager (Business) 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 (Business) 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.
