Job Description

Location:

Bristol, United Kingdom

Contract Type:

Fixed-Term Contract (FTC)

Working Pattern:

Office-Based, Monday to Friday (5 Days a Week)

Salary:

24,500 per annum

Department:

Operations

Client:

Openreach

Reports To:

Team Lead / Manager

Summary of Position:

We are seeking enthusiastic, organized, and customer-focused individuals to join our Operations team supporting Openreach's LLU (Local Loop Unbundling) services. As an

Order Delivery Team Member

, you will play a key role in the

manual management and progression of customer orders

, ensuring they are completed accurately and on time when automation fails. You will be the front line of communication with customers and internal stakeholders, representing Openreach with professionalism and efficiency.

Key Roles & Responsibilities:

Order Management & Progression

Manage the end-to-end lifecycle of LLU New and Modify orders - from initiation through to billing handover. Track key delivery milestones and ensure adherence to SLAs. Monitor workflow to ensure timely and accurate updates in order management systems. Support tasks that require manual intervention or escalation.

Customer Communication & Call Handling

Act as the first point of contact for customer-related order queries. Handle inbound and outbound customer calls with professionalism and empathy. Follow all customer interaction protocols and call etiquette. Provide real-time updates to customers on order status and resolution timelines.

Task Allocation & Jeopardy Management

Allocate work packages to field and back-office teams as required. Proactively identify and resolve potential delays in the delivery process. Participate in risk review calls for jeopardized or delayed orders and drive resolution.

Stakeholder Engagement

Liaise with internal planning, engineering, and support teams to remove order blockers. Conduct regular review calls with installation and delivery partners. Escalate service-affecting issues promptly to leadership or relevant teams.

Quality Assurance & Reporting

Conduct installation evidence and documentation checks to meet RFT (Readiness for Test) standards. Maintain daily delivery trackers, ensuring accurate status logging. Submit weekly scheduling reports and monthly performance summaries. Monitor and optimize dwell times, ensuring end-to-end delivery is completed within 90 days.

Essential Skills & Requirements:

Must be

physically located in the UK

with the right to work. Excellent

verbal and written communication skills

. Comfortable with

high volumes of phone-based work

(inbound and outbound). Strong

organization and time management

capabilities. Ability to

multi-task

and manage competing priorities effectively. Comfortable with

office-based work

five days a week in Bristol. Willingness to be flexible across shift patterns within the working window (if needed). Competency in using order tracking systems and Microsoft Office tools (Excel, Outlook).
Job Type: Fixed term contract
Contract length: 6 months

Pay: From 24,500.00 per year

Ability to commute/relocate:

Bristol: reliably commute or plan to relocate before starting work (required)
Work authorisation:

United Kingdom (required)
Willingness to travel:

100% (required)
Work Location: In person

Reference ID: FCCGBTELECOM_001
Expected start date: 04/08/2025