challenging, engaging, supporting and developing a team of Customer Service Agents to deliver against core KPI’s and performance objectives
set quality standards for both incoming and outgoing contacts and develop an effective quality and compliance framework
managing team performance through delivering effective 1-1’s, coaching sessions, team meetings and driving ongoing learning and development activities
create, implement and deliver coaching and continuous improvement frameworks for all agents within Customer Service
responsible for the overall performance of the Customer Service Team through delivery of KPI’s across all channels
create, develop and implement tools and other methods to continuously improve quality, efficiency and customer experience
manage any underperformance in line with company policy, building performance improvement and sickness improvement plans as required
managing daily workload across all supported channels and work streams based on volume demand and ensuring work is prioritised appropriately and fairly
Requirements
demonstrable experience gained in a high volume B2C customer service centre
minimum 2 years demonstrable experience gained in a management role within Customer Service, leading teams of Customer Service Agents
at least 12 months demonstrable experience in building and implementing quality frameworks
demonstrable ability of success in driving agent and overall Customer Service performance improvement through effective coaching and development
experience in coaching and supporting both new and existing team members to drive improvement
ability to simplify complex topics and communicate them clearly with customers and colleagues
experience in building training materials
experience of PDP’s and scorecards would be an advantage
enterprise architect
Responsibility
architecture
capability, complexity, cost, risk and maturity assessments of the current-state and evolving future-state architecture to meet business outcomes
developing and maintaining realisable capability-based roadmaps spanning a 3-year horizon
leading the selection of any product vendors, suppliers and partners across all domains
driving business transformation through enterprise architecture throughout the delivery lifecycle
maintaining and communicating up-to-date knowledge of technology standards, industry trends, skills change, and emerging technologies
strategy and Planning
creating simple and agile architectures that drive clear business value, remove cost and complexity from the existing landscape and position Truespeed to easily exploit new product and business opportunities
Requirements
bachelor’s degree in IT, Computer Science or Software Development a plus
demonstrable experience architecting and governing across enterprises in a telco environment, ideally with practical knowledge of working within TMForum standards
experience of Enterprise Architecture frameworks including TOGAF, and their relevance to the practice of Enterprise Architecture
experience in development and running light-touch, fit-for-purpose architectural governance processes
strong knowledge of a broad range of telco technologies and vendors
experience with cloud technologies e.g. GCP, AWS
solid understanding of programming tools and development platforms
excellent organisational abilities
solution architect
Responsibility
understanding business needs and working collaboratively with teams across the business to design solutions which meet both business and technical outcomes
guiding and assuring development teams within architecture guardrails, patterns and anti-patterns ensuring any divergence is managed within architectural governance
championing brilliant customer and employee experiences within your solutions
acting as Truespeeds’s technical expert when engaging with solution vendors
designing elegant, scalable, secure, cost-effective and re-usable solutions to delivery business outcomes across all Truespeed domains, in the context of the current and future-state enterprise architecture
maintaining and communicating up-to-date knowledge of relevant standards, industry trends and emerging technologies
positively influencing the transition to a future-state architecture by designing solutions which help turn off legacy systems, remove manual effort and toil, re-use as much as possible and promote innovation
act as a trusted and respected thought leader who influences and persuades the business and CIO team leaders to adopt appropriate solutions and support a culture of innovation and continuous improvement for people, process, and technology
Requirements
bachelor’s degree in IT, Computer Science or Software Development a plus
demonstrable experience designing solutions to complex business problems across all domains within a telco environment
experience both in bespoke development and product integration environments
strong knowledge of a broad range of telco technologies and vendors
city
country
excellent organisational abilities
highly analytical mindset, with an ability to see both the big picture and the details
care manager
Responsibility
develop and own end-to-end processes and escalations, continually reviewing it as the business grows to ensure it stays fit for purpose
manage the end-to-end escalations process on a daily basis
contacting customers to acknowledge and address their escalation, with the aim to resolve on the first contact where possible
ensuring all key customer communications points are met in line with the Truespeed escalations process
provide escalation and process insight, reviewing key trends and offering solutions for best practice
ensure all documentation is retained & processed in accordance with Ofcom regulations
complaint & escalation budget management. Provide reporting against any spend relating to a resolution
managing and removal of customer data - subject access requests and privacy policy
Requirements
demonstrable experience gained in a high volume B2C customer service centre
at least 12 months demonstrable experience in handling and owning complaints and escalations through to resolution and to agreed timescales
ability to simplify complex topics and communicate them clearly with customers
confident and professional verbal and written communication
good listener, able to identify customer needs and guide conversations to understand and resolve customer complaints with empathy and resilience
experience of handling complaints and escalations in a regulated environment is desirable
experience in process creation or process mapping would be an advantage
flexible approach and ability to meet deadlines
senior administrator
Responsibility
leasing/purchasing and selling
MOT’s and Servicing arrangements
driver training and compliance
key distribution
maintenance of Fleetcheck system
insurance and Penalty Charge administration
production of statistics and reports in respect of fleet
accident/Incident management
Requirements
knowledge of fleet maintenance programs, e.g. Fleetcheck system
excellent communication skills both written and verbal
excellent organisational abilities, attention to detail, able to prioritise workloads and work effectively to deadlines in a fast-paced complex environment
ability to work both independently and as part of a team
solutions Focused
project co-ordinator
Responsibility
role expectations
co-ordinating all key delivery tasks for Core Network, Passive & Active Network installation, testing and delivery to live
regularly communicate progress and achievements
document and highlight project risks and mitigations
helping to embed a delivery mentality into all teams involved in achieving our set business targets
you should be an excellent communicator and comfortable managing multiple tasks
you as the Core Network Delivery Project Co-ordinator at Truespeed will need to be able to understand the business needs to fulfil customer demand for fast internet access and the challenge to organise the delivery teams to deliver against this need
producing detailed project plans, ensuring resource availability and tasks allocated to enable the delivery of every project on time within budget and scope
Requirements
skills & Experience
the aptitude to work to a high standard autonomously
team player, building positive relationships with internal colleagues, with suppliers and customers
pro-active, can-do attitude, always going the extra mile
good written/communication skills
understand how to use project management tools
good analytical and problem-solving skills
excellent interpersonal skills
part time administrator
Working hours
part-time
Responsibility
ensuring all customer queries through our support desk are dealt with within a timely manner
applying manual credits to customer accounts
processing and analysing customer cancellations
raise manual invoices through our accounting system
supply detail on credits applied to customer accounts monthly
process customer package changes
ensure all customer accounts are in the correct billing state
manage and update finance process charts
Requirements
experience in an administrative role
good verbal and written communication skills
attention to detail
good organisation and time management abilities
benefits and Rewards
receptionist / administrator
Working hours
full-time
Responsibility
meet greet and announce all visitors to Pinesgate West
deal with post and deliveries for Truespeed and other occupants of the premises as and when agreed
order office stationery and ensure adequate supplies are maintained
order water and coffee and general office supplies as and when required
liaise with cleaning company and other trades people to the premises
provide additional admin support for Fleet and People departments
support Executive Assistant with lunch arrangements, hotel and restaurant bookings and adhoc admin as and when required
provide adhoc admin support for rest of the business as and when agreed
Requirements
considerable experience in a varied and involved an office administration, business support or receptionist role
A strong relationship builder with a smart and professional appearance, a confident manner, and a ‘can-do’ attitude
self-motivated and happy to work independently
excellent communication skills, both written and verbal
first Aid Certificate or happy to train
fire Marshall Certificate or happy to train
telesales
Responsibility
managing inbound sales enquiries and outbound calling registrations
selling new services, upgrading customer orders & booking installations
actively drive growth and identify new opportunities
supporting the Head of Business with enquiries
maintaining CRM records
supporting marketing campaigns
Requirements
previous telesales experience
passion for quality and highest levels of standard and service
ability to build strong relationships with colleagues and customers
effective oral and written communication including the ability to listen
problem-solving – ability to analyse and overcome issues
good knowledge of computer programs
strong use of initiative, proactively handling situations without direction
ability to plan and prioritising your daily workload and constructively manage your own time
support engineer
Responsibility
supporting the smooth and efficient day to day operation of the entire Truespeed network
delivering a professional interface into the Truespeed Operational technical function
providing end-to-end incident management and be th
e key contact throughout the incident lifecycle
interfacing with 3rd parties as required for support or incident related issues
creating and submitting knowledge articles to increase 1st-time fix rates
developing, maintaining and updating NOC processes and procedures
ensuring faults are escalated and resolved within the customer contracted Service Level
Requirements
experience working in an Internet Service Provider or Data Centre following best practices
strong understanding of network & IT infrastructure
basic knowledge in all matters relating to optical ethernet, IP transmission and routing
understanding of optical fibre network FTTH technology
experience working within Unix-like environments
the aptitude to work to a high standard autonomously or within a team
team player, building positive relationships internally, with suppliers and customers
pro-active, can-do attitude, always going the extra mile