Office-based – Hampshire / Romsey
Head of Delivery
Hours of work:
9am – 17.30pm Monday to Friday.
Solution IP are a leading Business Communication Specialist with nationwide coverage and offices in Bristol and Southampton. We are a telecoms MSP, specialising in broadband and data network products, whilst supporting other telecoms products such as telephone lines, hosted telephony and PBX’s.
Summary of Position:
An integral part of the Delivery Team. Managing the roll out of a major software deployment project for our key clients. Duties for the role will include; order placement, provisioning software, scheduling internal resource and scheduling work with clients and suppliers, coordinating training and ensuring the customer and all relevant systems are kept fully updated.
To act as the voice of the customer into the business and the voice of the business back into the customer. To ensure high standards of workmanship throughout provisioning, delivery, and the customer experience.
The role requires a highly organised individual, with the ability to prioritise multiple tasks and use initiative independently to complete the required activities.
Customer contact is a large part of this role, excellent communication skills are required on the telephone and email and involves liaison with third party suppliers, excellent customer service is a vital part of the role.
Project Management: Project management of Solution IP software and telephony projects. Ensuring the quality of delivery. Management of project life cycle including planning and creation of PID’s and project plans, Demand, and resource planning. Customer communications, Scheduling training and management of project actions. Updating RAID logs and project documentation. Chairing meetings and sending minutes ensuring these actions are completed within the agreed timescales.
Customer Service: Deliver quality service to the client ensuring that performance standards & contractual SLA’s and KPI’s are met, via telephone and email.
Build trusted client relationships at all levels from the beginning of the engagement through to successful delivery.
Building relationships with a broad spectrum of stakeholders from senior executive to support desk. Leveraging these relationships effectively to validate assumptions, acquire useful information, negotiate among competing objectives, resolve issues, manage change, agree to direction and achieve consensus.
Provisioning and number porting: Ensuring all provisioning activities are managed effectively to a high standard of work and ensuring that any issues are escalated to the Head of Delivery. Provisioning Software Solutions, Analogue lines, Broadband, & voice products including Horizon and SIP. Ordering hardware and equipment for our customer base.
Liaising with customers/business/resellers partners and suppliers regarding order queries/amendments in a timely fashion in line with SLA’s. To have the ability to handle customers and suppliers effectively.
Reporting: To provide input to company reporting including Senior Management reporting, customer reporting and operational reporting.
Qualifications & Training
Prince 2 training desirable
GCSE Maths and English at Grade C level or above
Excellent literacy, and IT skills including proficiency in Microsoft Office
Degree Level Education
Customer Services experience
Previous telecoms experienced desirable but not essential
Qualities and Attitude
Good team player with excellent communication skills
Excellent telephone manner
Enthusiastic and willingness to learn and adaptable to change
Ability to work under pressure and multi-task
Keen eye for detail
Problem solving skills and the ability to use initiative
Ability to prioritise various workloads and manage time effectively
Process oriented and good organisational skills
Knowledge of standard broadband products
Note: This job description is not exhaustive and will be subject to periodic review. It may be amended to meet the changing needs of the business. The post-holder will be expected to participate in this process and we would aim to reach agreement on any changes.