0345 868 7848 Contact Us
0345 868 7848 Contact Us

Project Provisioning Executive

Location: Hemel Hempstead / London

Report to: Service Delivery Team Manager

Salary: Competitive

Working hours: 37 hours per week

Company Overview

FluidOne, established in 2006, is the most connected network aggregator in the UK with services delivered via Platform One, our software defined national fibre network, which won the Queens Award for Innovation.

From Platform One’s 19 anchor datacentre pops around the UK, it blends the services of over 30 different asset owning communications providers, including IoT, Ethernet, Broadband, Mobile, Internet, WIFI, Cloud, International and hosting services into one ready to compare, ready to quote, ready to order, ready to use national service that can be tailored via its online portal, DASH, helping our customers and partners to securely connect any device, wherever they may be, to their mission critical applications and data.

This means for any UK business location we will have the most choice of suppliers and connectivity technology options, making us number one for multi-site customers.

Our vision is to be the best quality Connected Cloud Solutions provider to UK businesses, consulting to help customers and partners digitally transform their IT and communications, enabling them to be agile and focus on their business. Creating multi-cloud, multi-connected environments that are secure and simple for the customer to access, whilst delivering fantastic customer experience, from end user to application.

Customer experience and high-quality service are at the heart of our strategy, and we have a Net Promoter Score (NPS) of 83 as at June 2020 which is the highest in UK telecoms, against an industry average of 35, making us number one for service in UK telecoms.

The management team is led by our CEO Russell Horton, CFO Hemant Patel and COO Chris Rogers who co-founded the business in 2006. The management gained backing for their long-term strategy from Livingbridge, a market leading private equity investor, to acquire the business in Feb 2019 which gives us investment firepower to grow the business. Our strategy is to grow both organically and via acquisition, bringing an increased range of Connected Cloud related services to our customer base, including UC, IT Cloud, IoT and security, to support customers on their digital transformation journeys.

Staff culture is key to our success, and the leadership team are committed to ensuring that we are one of the best places to work in the country. We are silver certified for Investors in People and in 2020 we ranked 36th in the Sunday Times best small companies to work for in London.

At March 2020 we were £31m revenue, have 100 staff based in 3 locations, and approx. 900 customers ranging from FTSE100 to SME and including 200 resellers. We are Microsoft Gold partners and with quality at the heart of our strategy we hold 5 ISO accreditations.

Full Job Specification

The Project Provisioning Executive will be an organised and diligent individual with strong attention to detail and persistence. The successful candidate will have experience in provisioning project connectivity products including Ethernet, ADSL and FTTx services requiring extensive civils works, wayleave and traffic management issues.

The role will be responsible for managing orders of both standalone and project orders from the point that they are handed over into delivery from sales; this includes the order validation and provisioning process elements.

Main responsibilities

  • Performing Quality Assurance checks on incoming orders from sales and liaising with other departments to resolve any issues or fill information gaps that prevent the progression of orders
  • Sales order entry and liaison with Account Management, technical and operational teams to ensure correct order entry
  • Ensuring provisioning stages are followed during product delivery to our clients and reflected accurately on FluidOne’s ticketing system
  • Keeping clients updated on order progression in writing and according to the provided email templates and timetables for communication within FluidOne’s ticketing system
  • Maintaining Order Tracking Documentation for project Customers
  • Answering client queries by phone and email within the project orders SLA or as required by your line manager
  • Working with other members of the Service Delivery and Management team to ensure all tasks are completed in a timely manner and within defined KPIs, OLA and SLAs
  • Producing Documentation and reports on performance and timelines of order journeys for project orders
  • Working closely with 3rd party carriers and internal teams to ensure that orders follow the shortest possible path from signature to billing
  • Ensuring provisioning conforms to the FluidOne product SLAs
  • Upholding FluidOne’s Service Teams Unified Service Standards
  • Adhering to quality communication standards defined by FluidOne
  • Adhering to FluidOne’s Security and Data Protection and confidentiality Clauses
  • Making recommendations for process change and training opportunities where appropriate
  • Undertaking any other duties deemed suitable by management
  • Maintaining job related training as required by management

Experience / Qualifications

  • Attention to detail and a proactive approach is crucial to this role
  • Flexible, analytical and practical problem-solving skills
  • Excellent oral and written communication skills
  • Previous Telecommunications provisioning experience

This job specification does not list all duties and is not limited to the above list of responsibilities.

Benefits after probationary period:

  • Generous Holiday Entitlement
  • FluidOne breakfast and refreshments on working days
  • Free high speed internet connectivity
  • £50 Birthday Voucher
  • Subsidised Health and dental care
  • Subsidised Employee Assistance programmes
  • 6% Pension contribution
  • Ride2Work scheme
  • Department incentives
  • Volunteer day scheme
  • Annual pay reviews
  • Free flu jabs

How to apply

Please send you CV with covering letter to recruitment@FluidOne.co.uk Please add the job title as the subject field.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation or age.

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