Service Request Coordinator

Job Description

Why this job matters

Key role of this profile is to analyse and understand the customer’s requirement and to create suitable technical design document with correct BT product (circuit, service) along with supported hardware (CPE) and commercial proposal.

The role would require a basic understanding of the networking concepts (both wired and wireless) and network devices (router, switches, WLC, firewall etc) and basic grasp of commercial proposals.

What you’ll be doing

Key Responsibilities:
Handle back office (speaking /co-ordinating with end customer or service request team) to understand the requirement.
Preparing technical design document along with commercial proposal with help internal tools.
Follow through tasks and take ownership to ensure they are completed to the required standards
Delivering excellent customer service without compromising business needs
Escalate queries to a team manager as appropriate, and ensure these hand-offs are completed in a timely fashion
Ensure all requests are handled within required service standard
Establish and maintain effective working relationships with colleagues and customers alike
Maintain regular and consistent attendance, punctuality and appearance
Pursue personal development of skills and knowledge necessary for the role, and take responsibility for own learning
Analyse and interpret financial statistics and other data and produce relevant reports
Adhere to stated policies and procedures relating to quality management
Think out of the box to deal with in-life process issues to meet customer SLA

Qualifications:
Minimum of two years experience in Customer facing unit/domain.
Good understanding basic networking.
Understanding of technology like ADSL, MPLS ,FTTC , FTTP, VLAN, etc
Excellent written and spoken English
Minimum graduate level education (3 Year degree course)
Competence in Windows based tools (Outlook/Word/Excel)
A self starter and ability to manage their own work with minimal guidance
Baisc Commercial acumen.

Skills/Experience:
Being able to work in a team
Being able to follow a standard operating model and governance
Being able to take ownership if tasks assigned and complete them on time, escalate early to the Operations management
Experience in working in a diverse and fast paced work environment

The skills you’ll need

Customer ServiceCommunicationIssue ResolutionContinuous ImprovementProblem SolvingService Level Agreement ManagementOrder ManagementSupplier ManagementTechnical SupportBusiness Process ImprovementEscalation ManagementProject/Programme ManagementDecision MakingGrowth MindsetInclusive Leadership

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.