Order Manager

Here at Zen your gender, race, ethnicity, neurodiversity, disability, sexuality, sub culture, size, introversion, extraversion, family background and everything else that shapes you does matter to us.

Because they matter to you and are part of who you are.

We're interested in you as an individual and here you'll find opportunities to develop, be recognised and hopefully enjoy yourself along the way.

So don't hold back, there is a warm welcome for everyone at Zen and we look forward to meeting you.

We are always happy for you to enquire about part-time, flexible working or reasonable adjustments, and we will support wherever possible.

So please feel free to discuss your preferences as part of the recruitment process.

If you wish to find out more or discuss any details you're not sure about, feel free to get in touch by calling or if you prefer to send an email, you can to and we will get back to you as soon as possible.

We're looking for an organised, proactive and customer-focused Order Manager to join our Order Management Team.

In this role, you'll take ownership of the end-to-end delivery of our connectivity and voice services, ensuring orders are progressed efficiently, customers are kept informed, and agreed timescales are met wherever possible.

You'll work closely with customers, suppliers and teams across the business to coordinate activity, resolve issues and deliver a consistently high-quality customer experience.

This is a great opportunity for someone who enjoys managing multiple priorities, solving problems and working collaboratively to get the right outcome for customers.

We're Building an Inclusive Workplace At Zen, we want everyone to feel welcome, valued and able to be themselves at work.

We recognise that every individual brings different experiences, perspectives and strengths, and we believe those differences help us build better teams and deliver better outcomes for our customers.

We're committed to creating an environment where people can develop, be recognised and enjoy what they do.

We're also happy to discuss part-time working, flexible working or reasonable adjustments as part of the recruitment process, and we'll support wherever possible, As an Order Manager, you will:

• Proactively manage voice and connectivity orders, working to deliver within expected timescales.
• Take ownership of multiple orders and deliverables at different stages of provisioning, including orders of varying complexity
• Deliver a service that supports a consistently excellent customer experience.
• Handle customer contact across calls and email, providing clear responses, appropriate solutions and regular updates through to resolution.
• Raise, manage and progress internal and external customer escalations.
• Coordinate activity across the business to support the delivery of more complex solutions.
• Manage exceptions where orders are delayed, fail or require additional intervention.
• Work closely with teams including Sales, Billing, Technical Support, Project Management and Product Management to deliver the right outcomes.
• Build and maintain effective relationships with key suppliers, supporting progress against expectations.
• Identify opportunities to improve products, systems and processes.

You' ll be an excellent communicator with a genuine passion for delivering a great customer experience.

You' ll be comfortable managing orders through multiple stages, working with internal and external stakeholders, and keeping customers updated throughout their journey.

You' ll also bring strong analytical and problem-solving skills, with the ability to manage your own workload, prioritise effectively and take ownership of cases through to resolution.

Experience within a Communications, ISP, Managed Services or IT Services environment would be advantageous.

We' re looking for someone who can bring a mix of customer focus, ownership and attention to detail.

You' ll ideally have

Qualifications

• Experience in a Provisioning or Order Management role, or experience working within an ISP or Managed Services Provider.
• Strong communication skills, with the ability to build relationships with people at all levels and with varying levels of technical knowledge
• Exposure to suppliers such as Openreach, BT Wholesale, City Fibre or similar providers
• Excellent customer service skills, with a high standard of written and verbal communication.
• The ability to manage deadlines, organise your workload and work with minimal supervision
• Strong analytical and problem-solving skills
• Confidence working on your own initiative
• A supportive and collaborative approach to teamwork
• A willingness to give and receive feedback in a constructive way
• A positive approach to demonstrating Zen's values and happiness objectives.
• Kindness, understanding and the ability to listen to others.
• Strong attention to detail and good personal organisation.

Benefits

• 2 x Life Assurance Cover, with option to flex upwards
• 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
• Access to private Medical Healthcare and a Healthcare Cash Plan
• An extra day off for your birthday
• Car salary sacrifice scheme
• Continuous learning and development
• Discounted Mobile plans
• Flexible and Hybrid working
• Free onsite parking
• Internal coaching and mentoring opportunities
• Onsite Contemplation and Prayer room
• Onsite Electric Car Charging points
• Optional flexible critical illness cover
• People-friendly policies
• Recognition awards where we celebrate the most awesome people
• Retail discounts
• Salary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contribution
• Six monthly salary reviews
• Subsidised Nursery fees
• Subsidised Onsite Restaurant
• Superfast Free Reliable Broadband
• Travel Loan and Ride2Work Schemes
• Two days' paid leave per year for voluntary work
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