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Solution Delivery Partner

Employer
Global 4 Communications Ltd
Location
UK
Salary
Competitive
Closing date
26 Jul 2021

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Sector
Technology & New Media
Contract Type
Permanent
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Job Details

Job Description / Advert - Solution Delivery Partner

Salary: Dependant on experience

Hours: Monday to Friday 08:30 - 17:30

Holiday: 25 days + bank holidays

Location: Horsham, West Sussex

Summary

The Solution Delivery Partner (SDP) is responsible for the planning and delivery of new orders on behalf of G4 customers. You'll be required to define a clear schedule, in line with SLAs and will be expected to deliver a first-class service to customers, ensuring outstanding levels of customer care. During the delivery of a new order, you'll be required to provide the customer with regular and meaningful updates, ensuring expectations are realistically set and met if not beaten. You will also support customers with technical aspects of the delivery of their solution and will be expected to communicate clearly and professionally both internal and externally.

Responsibilities

Follow defined New Order schedule and plan accordingly to ensure solution is delivered in line with SLAs/OLAs, managing customer expectations
Manage New Deal tickets for system installations, MAC's and complex data circuits by having a clear understanding of customer requirements
Manage complex change orders to existing services
Ensure all allocated new customers receive an initial solution discovery call to identify and define project requirements, scope and objective
Place orders for licences and hardware for all Hosted New Orders, ensuring that orders placed are in line with the solution agreed with the customer
Support and coach the SDC's to ensure effective delivery and installation of broadband, line, calls, numbering, and porting orders raised on your behalf
Oversee and manage porting orders, ensuring no impact to smooth delivery
Communicate clearly both internally and externally to ensure a quick schedule turnaround - build rapport with key suppliers
Escalate orders with suppliers for service failures in line with G4's policies and procedures whilst using initiative to exceed customer expectations
Provide regular updates to our customers in accordance with the CSP
Liaise closely with the SD Team Lead and Engineering Team Lead to ensure workstack and schedules are met. Ensure site readiness for scheduled engineer installation
Produce a handover document for New Deal tickets for technical support as the solution completes
Own customer issues relating to the delivery of services through to resolution and escalate where required
Adhere to company work instructions, relating to internal CRMs, supplier escalations and customer complaints
Work collaboratively within the team, being pro-active when it comes to personal development, communicating any key areas where further development is required

Key Requirements

Comfortable engaging with customers at multiple levels and have a strong understanding on the importance of delivering outstanding customer service
You'll possess exemplary customer service skills and will have a professional and friendly telephone manner and communication style
Interest in data networking and IP telephony
Experience of working with wholesale suppliers such as BT, Virgin Media, Talk Talk etc
A people person
Core understanding of steps required to deliver data connectivity
Understanding of steps required to deploy both local and cloud hosted IP telephony solutions using internal and third-party engineers
Must be able to work within a fast pace working environment. Resiliency when working under pressure is a must
You'll be a forward-thinker with exceptional organisational and planning skills
Effective prioritisation and time management skills
Have strong IT skills and a working knowledge of windows-based packages and other databases
You'll be a proactive learner and will gain knowledge of new products and technologies when required

Benefits

Reward and recognition awards
Holiday entitlement 25ays' increasing to 30 days with service (plus bank holidays)
Free parking
Pension scheme
Death in service benefit
Sky TV
Ongoing training and development
Free fresh fruit, tea and coffee / Friday beer fridge!

About Us

Global 4 are leading providers of telephony solutions and services in both business to business (B2B) and business to consumer (B2C) markets. There are two things we are passionate about - employee satisfaction and our customers. We are committed to delivering first class customer service, achieved through continuous on-going employee development, reflected in our various awards and accreditations.

Global 4 are proud to be an Equal Opportunities and a Living Wage Foundation employer.

For further details, please contact our in-house recruitment team either via email: (url removed) or by telephone on (phone number removed)
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