Job Description

Company Information

Since 2021, we've been working hard to bring gigabit-speed full fibre broadband to thousands of homes across the UK. Our mission is simple: to connect people. We deliver broadband that's fast, reliable, and hassle-free--putting our customers at the centre of everything we do.

We're in the midst of an exciting growth phase, with bold plans for the future. To help us achieve them, we're looking for talented individuals who share our ambition and can inspire us as we take the next step in our journey.

Our team is inclusive and diverse--everyone is welcome, and you're encouraged to be yourself. Culture matters deeply to us. We believe work should be enjoyable, and we back that up with ongoing training and support, great benefits, and a vibrant, energetic team environment.

Job Purpose

The Service Operations Specialist role will be responsible for managing the relationship with our customers during the install process. The role will be multiskilled in a range of different tasks to support the ongoing tasks throughout the wider team. Schedule and coordinate installation, maintenance, and pre-enablement tasks. The role will allocate tasks to direct labour and contract field resources based on availability and skill set, with the ability to adjust schedules to accommodate changes and priorities. The role will be inputting and updating data into the company internal system as necessary while continually liaising with other departments within the business. Training will be provided. Continuously monitor and improve scheduling processes to enhance efficiency. The role will track multiple installations, oversee the installation diary, and coordinate Field Engineers' locations The role will be comfortable liaising with engineering teams, other departments and management as needed. Manage and maintain strong customer experience and satisfaction and ensure customer expectations are managed. Prepare and present regular reports on task scheduling, resource allocation, and performance metrics. Analyse data to identify trends and areas for improvement. Manage reported repairs and raise tickets to technical support as required. Highlight any improvements as seen. The role will make outbound calls to customers while remaining a professional manner in all circumstances. Use of computer mapping and online imagery and be able to make rational decisions relating to installations (training will be given). You will be initiating the install process and seeing it through to completion, prioritising and escalating cases as necessary to meet deadlines and service standards to maintain the highest level of On-Time-In-Full delivery (OTIF). The role will be initiating the install process and seeing it through to completion, prioritising and escalating cases as necessary to meet deadlines and service standards to maintain the highest level of On-Time-In-Full delivery (OTIF).
This list is not inclusive or exhaustive, and other duties may be required that fall within the role's capabilities.

Knowledge, Skills & Experience

Experience

Candidates must be confident on Microsoft packages, in particular Excel. While a background in telecommunications is preferred, it is not essential. Must be capable of translating technical issues into terms understandable by non-technical audiences. Results driven, analytical and with a sensible approach to tasks. Deliver targets on time - able to manage their own workload, identify and take remedial action if targets are not being met. Value to team - get to know their colleagues, understand individuals and tolerant of differences, friendly and approachable, a real team player. A strong communicator who collaborates openly and raises concerns constructively when needed. Quick to adapt to new environments with a strong 'can-do' attitude.

Special Aptitudes

Confidential in all matters. A professional approach, coupled with vital interpersonal skills and strong stakeholder management. Excellent planning, organisational and time management skills. Excellent verbal, written communication and presentation skills. Ability to work collaboratively and complete tasks and implement process changes. Work on their initiative and adapt to a rapidly changing start-up environment.

Key Competencies/behaviours

Results Driven Team Working & Collaboration Contentious & attention to detail Ability to manage projects effectively Clear and effective communicator Customer focused

Inclusion Statement

We are committed to creating an inclusive workplace that values diversity. We welcome applicants of all backgrounds and experiences, and we strive to ensure everyone feels respected, supported, and empowered to thrive. If you require any support during the recruitment process, please get in touch with our HR Team at hr@lightspeed.co.uk.

Job Types: Full-time, Permanent

Pay: Up to 26,000.00 per year

Benefits:

Company pension Cycle to work scheme Free parking Health & wellbeing programme On-site gym On-site parking Referral programme Sick pay
Application question(s):

Are you able to deliver targets on time - able to manage your own workload, identify and take remedial action if targets are not being met?
Experience:

Administrative: 1 year (required) Customer service: 1 year (required)
Work Location: In person