This is a temporary role for a period of 6 months.
The Purpose of the Role
We are seeking one highly motivated and detail-oriented Operational Service Administrator to join our team. As an Operational Service Administrator, you will be responsible for managing all operational service queries and complaints received by Freedom Fibre. Acting as a bridge and liaison between operations departments, you will ensure that all external queries are responded to within given Service Level Agreements (SLAs). This role requires excellent communication skills, problem-solving abilities, and a commitment to delivering high-quality service. There will be some field resolution activities with stakeholders as and when required.
Core Responsibilities
1. Manage Operational Service Queries and Complaints:
o Handle all incoming queries and complaints from the FF Service Desk related to operational services, including poles, wayleave queries, build complaints, and damage to infrastructure.
o Serve as the primary point of contact for internal queries and ensure timely responses within established SLAs.
2. Liaison Between Operations Departments:
o Act as a bridge between various operations departments to facilitate communication and collaboration.
o Ensure that all relevant information is shared between departments to resolve issues efficiently.
3. Utilise the IMS System:
o Manage all tickets via the IMS system, ensuring that queries and complaints are tracked and reportable.
o Maintain accurate records of all interactions and ensure that data is up to date.
4. Escalation and Reporting:
o Work closely with the Operational Service Manager, who will act as an escalation point, team manager, and reporting function.
o Assist in ensuring all SLAs are met and Key Performance Indicators (KPIs) are reached.
5. Handle Third-Party Infrastructure Issues:
o Manage incidents involving damage to third-party infrastructure or third-party damage to Freedom Fibre infrastructure. Coordinate with relevant parties to address and resolve issues promptly.
Skills & Experience
* Previous experience in a customer service or operations role, preferably within the telecommunications industry.
* Experience of FTTP Networks
* Knowledge of both overhead and underground networks is desirable.
* Experience using ticketing or CRM systems (e.g., IMS) is a plus
* Excellent communication and interpersonal skills.
* Strong problem-solving and analytical abilities.
* Ability to work independently and as part of a team.
* Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
* Attention to detail and strong organisational skills.
* Experience in handling multiple service-related queries and complaints.
* Familiarity with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
* Knowledge of fibre optic infrastructure and telecommunications operations.
Qualifications
* A bachelor’s degree in business administration, Communications, or a related field is preferred but not required.
* Relevant experience in a similar role.
Aptitude, skills and abilities
* Full UK Driving Licence
* A positive and enthusiastic approach to work.
* Willing to travel between Freedom Fibre office sites of Stoke and Irlam.
* Good Organisational Skills
* Ability to liaise with multi-functional teams and stakeholders.
Reporting to
Operational Service Manager
Working with Freedom Fibre
We operate in a relaxed and industrious atmosphere; you will be encouraged to speak out and contribute wherever you feel you have something to offer. Our offices are open 07:00 through to 18:00 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 package including bonus, generous pension, private health care and flexible working along with other benefits.
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