Solution Delivery Partner - Flexible Working

Job Description / Advert - Solution Delivery Partner Hours: Monday to Friday 08:30 - 17:30

Salary : £1500 joining bonus Holiday: 25 days + bank holidays Location: Horsham, West Sussex. Flexible working options available. Who are we? Global 4 deliver a range of services to business clients across the whole of the UK, from cloud telephone systems, data connectivity and mobiles through to gas & electricity. As a forward-thinking business utilising the latest technology, Global 4 support a wide range of clients employing between one employee and thousands! Our class-leading service is unparalleled, and our proposition enables us to welcome hundreds of new customers every year whilst retention is at an all-time high. Our business continues to grow, and we need like-minded, hard-working, and adept individuals to support this growth. Need more proof? Our Trustpilot ratings proudly sit at 4.9 stars in demonstration of customer satisfaction whilst our internal processes and security are backed by ISO 9001 and 27001 accreditations! Global 4 are also proud to be an Equal Opportunities and a Living Wage Foundation employer. We have been established for over 23 years and offer our staff job security with none of the team placed on furlough over the last year during the pandemic. Our business is the perfect place to forge your career. What benefits will you receive?

• 50% off our Broadband & Utility packages, completely free after two years
• 33 days holiday allowance including bank holidays
• 5 additional days leave granted based upon length of service
• £250 Bright Ideas Scheme
• Kudos Employee Recognition Scheme - Including Days Out
• Buy & Sell holiday allowance scheme
• Death in service benefit
• Pension scheme
• Complimentary fresh fruit, tea, and coffee.
• Eye care vouchers
• Friday fridge
• Company lunches
• £1,000 Refer A Friend Scheme
• Fun incentives
• Paid Charity leave

What will you be doing : 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.

• 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

• 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

• What we need from you: *

• 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

• Must be able to work within a fast pace working environment. Resiliency when working under pressure is a must

• You’ll be a forward-