Regional Operating Centre (ROC) Executive

This role is working with our sister brand Netomnia.

The ROC Team is responsible for delivering exceptional service to Netomnia’s Internet Service Partners, Wholesale Partners, residents and businesses, by coordinating and driving the resolution of issues within the FNO (Fibre Network Operator). You will be the bridge between the FNO and Wholesale Team to ensure the quick and effective resolution of maintenance, build and installation-related problems.

You will be a key contact who reacts and responds quickly to reports of faults on our network, logging and managing tickets and ensuring that the relevant teams are aware and respond. We pride ourselves on our maintenance service levels, with a primary focus on fixing, auditing, and driving the right quality on the network. The role needs a calm approach, someone who can multi-task and deliver results.

You will also be responsible for liaising with our sub-contractors to ensure that KPIs and SLAs are adhered to regarding tickets and any ad-hoc works. The role also includes dealing directly with Civils sub-contractors.

The team is responsible for communicating with stakeholders over various platforms and ensuring that questions are answered promptly.

Netomnia is a fast-growing business and therefore the ROC Team must adapt and support business and process changes. Working internally with other departments to ensure communication is proactive where possible, and detailed when not.

The Job

The ROC Customer Ops Executive will be responsible for delivering exceptional service to our residents, Internet Service Providers, Partners, and internal and external stakeholders.

The role consists of handling inbound and outbound cases (tickets and work orders) throughout our network build, installation and maintenance stages. Working alongside other areas of the business to ensure that contact is managed and resolved, efficiently and accurately.

Netomnia is growing fast, and the ROC Executive will need to adapt to new processes and workloads to support the continuous development of Netomnia and its partners. Going above and beyond to ensure the service we offer is second to none!

The ROC Team will work closely with our Wholesale Support Team to deliver quick resolution to our customers’ queries and issues, always striving to deliver an exceptional Customer Experience. 

Key Accountabilities and Responsibilities

• Answering incoming queries through various platforms, including but not limited to telephone, email, and online chat
• Acting as the first point of contact, or internal point of contact for different FNO-related queries, and handling communication professionally and efficiently
• Providing reactive and proactive communication through written and verbal case management
• Assisting the team to deliver the service level expected by our customers
• Taking ownership of individual and team workload, ensuring a full resolution is offered and implemented
• Gaining knowledge of processes and procedures within the business and being involved in the development of such processes
• Providing, where possible, first contact resolution to cases
• Championing our ISP customers and Partners, and the customer experience throughout Netomnia, and building effective relationships to improve the experience we can offer
• Providing detailed information and guidance to all stakeholders surrounding Netomnia’s build, installation and maintenance processes
• Coordinating the resolution of issues within the FNO, engaging with internal and external stakeholders
• Supporting the teams service level agreements and KPIs
• This role works on a rotational basis across 24/7 shifts. 

Knowledge and Skills

• Experience in the maintenance of fibre broadband networks
• Not essential, but advantageous to have worked on PIA networks.
• Experience in delivering high quality customer service
• Experience in telecommunications industry is desirable
• Exceptional verbal and written communication skills
• Strong interpersonal skills allowing effective communication with external and internal stakeholders at all levels
• Methodical approach to problem solving
• Excellent organisational skills
• Self-motivated and able to understand tasks on own initiative
• Ability to approach potentially challenging situations in a positive and supportive manner
• Decision making skills
• Effective stakeholder management

Please note this a FTC for 3-months with the possibility of becoming permanent.