Service Desk Coordinator – Irlam, Manchester

The Role

The Service Desk Coordinator will work with the wider service desk FTTP support as an effective team, encouraged to offer service improvement suggestions and trial / test ideas to improve the overall service experience of our customers. Developing your knowledge in a friendly and hard-working environment, you’ll play a key role in supporting our communication providers and 3rd party contractors. The role has a varied range of responsibilities including managing all government voucher scheme administration, contacting end customers to chase approval of voucher pledges, answering telephone enquiries from the public relating to our network build and responding to any queries via our support email inbox. You will also play an active role in ensuring the service desk meets its very strict SLA's and produce reports that highlight purpose of enquiries to identify reflection opportunities.

Core Responsibilities

  • Ensure all resolver groups are performing to the expected standard

  • Manage any issues arising during the provisioning and early life process, to keep the CP regularly updated on progress, liaise with internal and external departments to ensure a swift and satisfactory resolution

  • Working to achieve SLA’s, quality standards and other agreed KPI’s

  • Take ownership of the effective resolution of customer enquiries in accordance with MAP processes and policies

  • Taking ownership of the DCMS Voucher process, requesting vouchers, chasing voucher progress and claiming vouchers.

  • Engaging with end customers to resolve customer enquiries and chasing voucher progress

  • Answering call enquiries into the helpdesk on the info and careline calls

  • Completing tracker reports in relation to all email and phone enquiries to identify call drivers and identify deflection opportunities

  • Contacting end customers to confirm FTTP installation appointments

  • Raising tickets with the DCMS Government Operations team for issues affecting management of voucher claims

  • General admin support required on an ad hoc basis

  • Support Service Operations manager with admin support around service desk management

  • Work within the relevant MAP policies e.g. Information Security

  • Responsible for taking ownership through to resolution for CEO Complaints, High Level Escalations.

  • Provide full Root Cause Analysis and highlight improvement opportunities to reduce future call volumes.

Reporting to

Service Operations Manager

Skills and Experience

  • Excellent working knowledge of Microsoft Office packages including Word, Excel and PowerPoint

  • Excellent communication skills and culture of working as part of a team

  • Effective time management skills to ensure tasks are completed within deadlines

  • Previous experience in an administrative role

  • Excellent telephone manner and customer engagement skills – demonstrating empathy and patience to build trust and confidence in our business

  • Ability to work independently and as part of a team

  • Excellent written communication skills to respond to emails in an effective manner

  • Ability to work with external systems

  • Full clean driving license

  • Ability to create basic reports

  • Good decision making, problem solving and proactive approach to resolving issues.

Our Ideal Fit

Someone who is a team player and willing to get their sleeves rolled up from time to time in order to take this business from start-up to industry leader.

Working with Freedom Fibre

We operate in a relaxed and industrious atmosphere where you’ll be encouraged to speak out and contribute where ever you feel you have something to offer. Our offices are open from 07:00 through to 19:00 and we are happy to be flexible with working hours so you can enjoy a relatively stress-free commute or work from home to create the best possible work-life balance that suits you and Freedom Fibre.

We offer an attractive benefits package that includes discretionary bonuses, a generous pension, private healthcare, flexible working and more.

Freedom Fibre is an Equal Opportunity Employer

We are committed to being a successful, caring and welcoming place for all employees.

Place of Work

The place of work will be our offices in Irlam, near Manchester.



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