Order Manager

Zen Internet; Rochdale; On-site; GBP 28,000 - 36,000; Full time

Job summary

Zen Internet is seeking an organised, proactive Order Manager to join our Order Management Team. You will own end-to-end delivery of connectivity and voice services, coordinating with customers, suppliers and internal teams to meet timescales and deliver a high-quality customer experience.

You’ll thrive on solving problems, handling escalations and taking ownership of cases through to resolution, while collaborating across teams to achieve the right outcomes for customers.

Qualifications

• Experience in Provisioning or Order Management, ideally in an ISP/Managed Services environment.
• Strong communication skills with the ability to engage with internal and external stakeholders.
• Ability to manage multiple orders and priorities with attention to detail.
• Analytical mindset with good problem-solving abilities.

Responsibilities

• Proactively manage voice and connectivity orders within expected timescales.
• Own multiple orders and deliverables at different provisioning stages.
• Provide clear updates and responses to customers by calls and email.
• Raise, manage and progress escalations with internal and external parties.
• Coordinate activity across the business to support delivery of complex solutions.
• Manage exceptions where orders are delayed or require additional intervention.
• Work closely with Sales, Billing, Technical Support, Project Management and Product Management to deliver the right outcomes.
• Build and maintain relationships with key suppliers to support progress against expectations.

Skills

Communication

Analytical skills

Problem solving

Time management

Stakeholder management

Job description

We’re looking for an organised, proactive and customer-focused Order Manager to join our Order Management Team.

In this role, you’ll take ownership of the end-to-end delivery of our connectivity and voice services, ensuring orders are progressed efficiently, customers are kept informed, and agreed timescales are met wherever possible. You’ll work closely with customers, suppliers and teams across the business to coordinate activity, resolve issues and deliver a consistently high-quality customer experience.

This is a great opportunity for someone who enjoys managing multiple priorities, solving problems and working collaboratively to get the right outcome for customers.

What You’ll Bring

You’ll be an excellent communicator with a genuine passion for delivering a great customer experience. You’ll be comfortable managing orders through multiple stages, working with internal and external stakeholders, and keeping customers updated throughout their journey

You’ll also bring strong analytical and problem-solving skills, with the ability to manage your own workload, prioritise effectively and take ownership of cases through to resolution. Experience within a Communications, ISP, Managed Services or IT Services environment would be advantageous.

Key Responsibilities

As an Order Manager, you will:

• Proactively manage voice and connectivity orders, working to deliver within expected timescales.
• Take ownership of multiple orders and deliverables at different stages of provisioning, including orders of varying complexity
• Deliver a service that supports a consistently excellent customer experience.
• Handle customer contact across calls and email, providing clear responses, appropriate solutions and regular updates through to resolution.
• Raise, manage and progress internal and external customer escalations.
• Coordinate activity across the business to support the delivery of more complex solutions.
• Manage exceptions where orders are delayed, fail or require additional intervention.
• Work closely with teams including Sales, Billing, Technical Support, Project Management and Product Management to deliver the right outcomes.
• Build and maintain effective relationships with key suppliers, supporting progress against expectations.
• Identify opportunities to improve products, systems and processes.

Candidate Profile

We’re looking for someone who can bring a mix of customer focus, ownership and attention to detail. You’ll ideally have:

Experience in a Provisioning or Order Management role, or experience working within an ISP or Managed Services Provider.

• Strong communication skills, with the ability to build relationships with people at all levels and with varying levels of technical knowledge.
• Exposure to suppliers such as Openreach, BT Wholesale, CityFibre or similar providers.
• Excellent customer service skills, with a high standard of written and verbal communication.
• The ability to manage deadlines, organise your workload and work with minimal supervision
• Strong analytical and problem-solving skills
• Confidence working on your own initiative
• A supportive and collaborative approach to teamwork
• A willingness to give and receive feedback in a constructive way
• A positive approach to demonstrating Zen’s values and happiness objectives.
• Kindness, understanding and the ability to listen to others.
• Strong attention to detail and good personal organisation.