Installation Coordinator Team Leader

About Wessex Internet

Wessex Internet, a dynamic and rapidly expanding Internet Provider in the South West and revolutionising full fibre broadband deployment in rural areas. Committed to delivering lightning-fast broadband to thousands in the countryside, we design, build, and manage our own cutting-edge FTTP network. We are delighted to be expanding our Network to the New Forest, Wiltshire, and South & West Dorset.

Recipient of multiple awards, including Overall Fibre Provider of The Year 2023, Wessex Internet has doubled in size over the last 18 months. Despite our rapid growth, we prioritize maintaining excellent customer service and invest in staff development. Our commitment to creating a great workplace earned us a finalist spot in the 2023 UK Fibre Awards for the Best Company to Work for.

As part of our vision to enhance the broadband experience, we are actively recruiting individuals to join our innovative team. Wessex Internet fosters a collaborative environment where each contribution is valued, providing ample opportunities for personal and professional growth. If you're passionate about transforming the broadband landscape and being part of an award-winning company at the forefront of the industry, Wessex Internet is the place for you! Join us in this exciting time as we continue to shape the future of internet provision.

The Role

As a result of internal progression, we now require a Customer Onboarding Team leader to oversee our dynamic installations team. Reporting into our Head of Customer Operations, you will be responsible for setting customer expectations, managing everything post sale until our customers are onboarded and ensuring our Engineers and Garden Work Teams have a fully scheduled diary of works.

This is a varied role, which at times may involve supporting our customers during a crucial part of the Wessex experience. The right candidate would be; dynamic, structured, empathetic and able to think outside the box. As a part of your role, you will be required to support a team of Customer On-Boarding Specialists by assisting with queries, offering support through coaching and training and being able to motivate your colleagues by creating an environment where they can excel through encouragement and empowerment.

Responsibilities

• Team Management: Manage holiday and sickness records using our HR system.
• Operational Oversight: Oversee day-to-day operations, including but not limited to team management, operational reporting, and departmental feedback.
• Customer Escalations: Own the resolution of escalations and complaints raised by customers, ensuring timely and satisfactory outcomes.
• Customer Queries: Answer and address any queries or requests received from clients/customers promptly.
• Customer Coordination: Contact customers to plan and schedule groundworks and installations.
• Team Development: Coach and develop your team to ensure high performance and continuous improvement.
• Team Collaboration: Provide support for fellow Customer Onboarding Specialists, fostering a collaborative environment.
• Cross-Department Communication: Ensure effective communication across all departments to guarantee the timely delivery of projects.
• Work Delegation: Delegate tasks effectively within the team to maintain optimal workflow.
• Expectation Management: Manage customer expectations throughout the onboarding process, ensuring clarity and satisfaction.
• Engineer Scheduling: Organise engineers' diaries by scheduling installations and groundworks efficiently.
• Workload Organisation: Distribute workloads among Customer Onboarding Specialists to ensure efficiency.
• Engineer Coordination: Maintain contact with engineers throughout the day, ensuring any failed installs are accounted for and rescheduled promptly.
• Obstacle Management: Identify and respond to potential obstacles to avoid delays in work provision.
• CRM Management: Utilise the CRM system (Salesforce) effectively to maintain accurate records and communication.

 Requirements

• A technical mindset, able to deal with technical queries and challenges.
• Have an eye for opportunity and ability to share ideas and improvements
• Excellent organisational skills
• The ability to multitask and work well under pressure
• Ability to think strategically and to lead
• Attention to detail
• Have an agile and flexible approach to work
• Strong verbal communication skills
• Work well individually as well as part of a larger team
• Proactive and the ability come with solutions not problems
• Display excellent customer service skills
• Adaptable attitude to work in a rapidly growing business.

Benefits

• 25 days of annual leave, plus bank holidays
• The option to buy or sell an additional 5 days of holiday
• Enhanced Family Pay
• Private Medical Insurance
• Life Assurance
• Income Protection
• Cycle to Work Scheme
• Tech Scheme
• Opportunities to progress your career - We’re a young, fast-growing business that is proud of our team of homegrown specialists. Whether you want to step up to lead a team, or expand your skills in a new area, we’ll help you reach your potential
• Free breakfast – including fruit, snacks, teas & coffees available throughout the day
• Regular social events
• Free onsite parking
• 75% discount to Wessex Internet package

Find out what it’s really like to work at Wessex Internet from some of our team by visiting https://www.wessexinternet.com/careers/ and watch our short video https://youtu.be/5U1j7GzB3Cc

Salary: Up to £32,000 DOE

Role Type: Full Time/Permanent

Hours: 40 hours per week

Location: Office based near Blandford Forum, Dorset

Holiday: 25 days plus bank holidays