We are seeking an experienced and dynamic Onboarding Operations Manager to oversee and optimise the onboarding process. This role is responsible for ensuring a smooth and efficient transition for new and existing partners from the moment they accept an offer to their full integration into the company. The ideal candidate will have excellent organizational, communication, and leadership skills, with a strong focus on creating an exceptional employee experience.
Responsibilities:
1. Support the design, implement, and continually refine the onboarding process to ensure it aligns with company goals and values; continuously monitor, measure, and report on the effectiveness of onboarding programs, identifying areas for improvement. Provide regular reports on onboarding trends, challenges, and opportunities.
2. Operational support for onboarding of new partners; work with the operational teams to support new partners. Influence positive change to provisioning processes with suppliers and partners.
3. Continuous improvement; support the production and continually improve our work instructions/how-to guides for delivery of all products and suppliers, collaborating with the learning and development team. Effectively escalate any issues/bugs or risks that may cause failure or poor customer experience.
4. Work closely with the new provisioning team to cement and refine upskill of proactive management of orders and customer-focused practices. Using previous employment skills, work to refine ways of working. Suggest process efficiency measures to improve customer experience.
5. Establish effective communication channels and key stakeholders internally and with partners.
About you:
This role would suit you if you have a passion for exceptional customer service, strong organisational and team leadership, and experience in Order Management of FTTP and Ethernet.
The benefits at APF...
At AllPoints Fibre, we're all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance, and a health plan to help with day-to-day expenses such as eye care... we will even pay for you to get a massage!
Everyone needs a break now and then, right? That's why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we've got enhanced leave plans in place to support you through that.
Additionally, we know how important it is to feel secure with your finances. That's why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension and, in addition to income protection insurance and group life insurance, we offer cashback and voucher schemes to help cover living costs such as electricals and personal spending.
About us:
Established in 2021, AllPoints Fibre has grown from regional roots in Jurassic Fibre, Giganet, and Swish Fibre, to establish a national wholesale network. APFN is now a leading wholesale provider of full-fibre broadband solutions, dedicated to transforming the digital landscape by delivering ultra-fast, dependable, and affordable internet services to businesses and homes across the UK. We are committed to providing exceptional customer service, creating innovative products and services whilst leading through sustainability.
We have set ourselves the goal to become the best place to work; we recognise that our people are at the heart of what we do - join us on our journey to become the UK’s most recommended way to connect!
Next steps:
If the role sounds like the right fit for you, we look forward to seeing your application! If shortlisted, our Talent Acquisition Team will be in touch to set up an initial conversation. Next stages will involve meeting with our hiring teams to discuss the role and your experience in more details.
One last thing...
AllPoints Fibre values diversity and is committed to creating a diverse and inclusive environment for all employees. Help us create a secure, inclusive digital world where diversity fuels innovation; your vision, your voice, and your skills have a place here!
If you require any reasonable adjustments to be made during your interview process, please tell us in your application.
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