Customer-Focused Service Delivery Lead

Vorboss Limited; Greater London; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Employee Share Plan

Company pension scheme

25 days of annual leave allowance that

Access to Spill, mental health support

Cycle to work scheme

Half price gym memberships

Free eye test

Hastee app

Job summary

Vorboss Limited in London is seeking a Service Delivery Coordinator to manage customer orders from start to finish and ensure smooth delivery with excellent service.

Your role involves regular communication with customers, building strong relationships, coordinating with internal teams, and learning more about complex processes to ensure high-quality order management. Hands-on project management and a focus on customer satisfaction are essential.

Qualifications

• Experience managing multiple customer projects from onboarding to delivery.
• Excellent communication with customers and internal teams.
• Knowledge of fibre services and order management.

Responsibilities

• Own the full lifecycle of customer orders: Manage every stage of the order process, from onboarding to final delivery, ensuring timelines and customer expectations are met.
• Customer Champion: Be the main point of contact for customers, ensuring their needs are always prioritised, and develop strong, lasting relationships starting from day one.
• Project Management: Coordinate the delivery of each order, managing multiple projects at once, ensuring that customers receive a flawless experience throughout.
• Adaptability & Continuous Learning: Stay current with technical knowledge related to installations, upskill yourself, and be willing to learn more to handle increasingly technical aspects of order management.
• Collaboration: In case of complex or technical challenges, work with internal teams (including sales, build, and networks) to draw on their expertise, ensuring smooth resolution and order delivery.
• Problem-Solving: Identify potential blockers to success during the onboarding, delivery, and post-delivery stages. Own the resolution process, collaborating with relevant teams when needed.
• Customer Service Excellence: Deliver exceptional service throughout the entire process, ensuring customers are satisfied and well-supported, preventing churn and maximising future growth opportunities.
• Proactive Engagement: Obtain customer testimonials and feedback and maintain accurate records in all internal systems.
• Customer Retention: Monitor customer relationships post-delivery, working with Account Managers to address dissatisfaction or churn risks, and take proactive steps to maintain long-term business relationships.

Skills

Project management

Customer service

Communication

Collaboration

Problem solving

Attention to detail

Fibre knowledge

Off-net delivery

Job description

Vorboss Limited in London is seeking a Service Delivery Coordinator to manage customer orders from start to finish and ensure smooth delivery with excellent service.

Your role involves regular communication with customers, building strong relationships, coordinating with internal teams, and learning more about complex processes to ensure high-quality order management. Hands-on project management and a focus on customer satisfaction are essential.