Zen is multi-award winning and a Sunday Times 100 best company to work for and provides a range of broadband, connectivity, voice and hosting services to residential and business customers across the UK.
With awards that include multiple Which? recommended broadband and 14 PC Pro best broadband, Zen is a people-first company with a market leading focus on providing great service.
We are looking for a Provisioning Executive to join our Provisioning Team in our Small Business & Residential department. You will provide a quality service and a high level of customer care which are at the heart of Zen Internet's business philosophy.
Zen’s Customer Service & Provisioning team plays a critical role in delivering this philosophy. As a Provisioning Executive you will be responsible for handling contacts from our small business and residential customers and will play a key role in the end to end implementation of our broadband and telephone services.
The Provisioning Executive role is centered on providing exemplary service across multiple channels (phone, email, live chat). As part of the provisioning process for new orders, you will liaise with customers, key suppliers and internal departments through all stages of the delivery process, initiating key activities to meet agreed timescales. You will keep customers and other key stakeholders fully informed of timelines, delivery dates, changes, queries or delays to their order.
This role will suit candidates who have a passion for speaking with customers. Strong analytical skills and an ability to work on your own initiative are also important while an understanding of the provision and delivery of Internet related services would be desirable.
Responsible for delivering service which provides a consistently great customer experience.
Handles calls, emails, live chat interactions with customers, providing appropriate responses and working towards an appropriate solution to their query
Pro-actively process and manage orders for new services, aiming to deliver within promoted timescales.
Take ownership and manage multiple deliverables at various stages of provisioning and of varying complexity.
Processes move orders, service amendments and cancellation requests
Work closely with technical support, billing and other teams across Zen
To recognise potential sales opportunities and refer to relevant department
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).
Proven experience in a phone based service role with regular direct contact with end customers, or a sales based role where orders are being processed
Excellent Customer Service Skills with a high standard of written and verbal communication
Ability to work to and meet tight deadlines, managing own workload with minimal supervision.
Able to prioritise workload efficiently ensuring that all customer queries are resolved to closure and the customer’s satisfaction.
Strong analytical and problem solving skills
An interest and understanding of Internet and Computing would be an advantage.
And this is what we'll offer you
6 month salary reviews
Private Medical Healthcare Scheme
25 days Annual Leave (with option to buy/sell 5 days)
Bonus (based on company performance)
Free Broadband up to the fastest speed available (inc Fibre)
Travel Loan and Ride2Work Schemes
Subsidised Onsite Nursery
Subsidised Onsite Restaurant
Summer & Christmas Parties