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Job Description

Job Title: Service Delivery & Sales Administration Support

Reports to: Service Delivery Manager

Department: Operations

Hours of Work: 09:00 - 17:30pm, Monday to Friday

Job Summary

An opportunity exists for a reliable, motivated and numerate individual to join the Zest4 team. Zest4 offer a full range of communications products and solutions via a network of Channel Partners across the UK. Zest4 prides itself on providing unparalleled levels of service to our partners and customers enabling them to manage their communication requirements.

The underlying objective of this Service and administration role is to support our channel partners across the UK to service the telephony solutions connected via Zest4. The role involves processing in-life requests, providing a service desk to investigate and resolve issues, advising on best tariff options for usage and processing all requests and changes both at network level and on our internal billing platform.

The role is to support the Service Delivery Team in their duties in providing customer and partner service against our fixed line, data and hosted telephony products as well as general sales administration.

This position would suit a candidate looking to start their career within customer service business administration, with either the ability and focus to progress with experience perhaps with a future in Sales or Service Management. The successful candidate will benefit from an excellent training and personal development plan, with the full support of the company’s management.

Key Skills

  • Excellent telephone manner and communication skills
  • Confidence when dealing with customers and partners by phone and email
  • Excellent organisational and time management skills
  • Ability to balance multiple tasks and client expectations
  • Able to deal with complex problem solving
  • Experience in a similar customer service or first line support role is desired but not essential
  • Experience with a wide range of IT system essential, including Microsoft Word/Excel/Outlook
  • Good general level of education required
  • Telecoms experience desired but not essential

Objectives & Responsibilities

  • Answering Partner and Customer queries by telephone and email on our fixed line, data and hosted telephony products
  • Manage and prioritise workload effectively and efficiently
  • Processing in-life changes with Network providers
  • Investigating complex queries through to resolution
  • Billing queries
  • Updating relevant systems with information
  • Developing general competence across the range of products offered by Zest4
  • Provision of Out Of Hours support on a rota basis
  • Administrative duties including supplier reconciliation and bill analysis
  • Generating quotations and general sales administration and support
  • Working closely with other teams within the business
  • Carrying out other duties within the business if required

Knowledge, Skills & Experience

For this role we would like the candidate to have a significant level of work experience and knowledge in business administration and previous experience in a similar customer services or service desk role is desired but not essential. We also require the candidate to have good organisational skills where they can prioritise tasks, keep adequate records of progress and achieve deadlines, along with strong verbal and written skills.

The candidate must be competent in Microsoft Excel and Outlook.

A previous role in telecommunications and an understanding of network operators, particularly fixed line, data and hosted services, is desired but not essential for this role.

The candidate must be competent in Microsoft Excel and Outlook.

Working Location & Environment

No special requirements. The Individual will be based at Zest4 offices at 50 Alderley Road, Wilmslow SK9 1NY and will be required to work normal office hours 09.00am – 17.30pm Monday – Friday. Some out of hours work may be required occasionally.

About Zest4

Founded in 2013 by a team of experienced telecommunications professionals, Zest4 have rapidly grown to become one of the UK’s leading providers of Unified Communications solutions.

Through our strategic partnerships with industry leading communications providers such as O2 (Zest4 are an O2 Joined-Up Communications Wholesale Partner), Vodafone, Gamma and Telefonica M2M, we offer flexible, bespoke communications solutions and access to great commercial deals.

Based in Manchester, the company operates through traditional mobile dealers and channel partners, building on our vast experience of the mobile billing arena. The team have expanded the product set whilst maintaining the same ethos of service being the core of their offer.

How to Apply for this Position

Please submit your CV and covering letter to Nicola Bryan at nicola.bryan@zest4.com.