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About Backbone Connect
Backbone Connect are a fast-growing tech business solving the connectivity, hosting and security infrastructure challenges of some of the worlds biggest brands.Were super focused on our clients. Were curious about their specific challenges, and we pay more attention to their needs than anyone else in the industry.
With a 50-strong team based in central London, were focused on highly specific markets; commercial real estate landlords and their tenants.
Role Overview
The Backbone Service Operations team are responsible for delivering and supporting all customer services. We are experts in our individual fields but aligned with one common goal of providing exceptional customer experience through rapid response and expert approach.
The projects team operates within Service Operations and are responsible for the end-to-end delivery of our customer solutions. The Junior Provisioning Coordinator role involves liaising with key suppliers, internal resources, and customers during all stages of the delivery process. Initiating key activities to meet agreed budget and delivery timelines. You will keep customers and key stakeholders fully informed of timelines, delivery dates, changes, queries, and delays to the order status.
Key Responsibilities
-Pro-actively coordinate orders with an aim to delivery within resource budgets and target delivery dates.
-That you deliver in accordance with the Key Performance Indicators and measures that are allocated to you. Striving to outperform targets and where measures fall below target you have plans in place to get back on track.
-Co-ordinate with 3rd party suppliers ensuring that orders are placed correctly and tracked until delivered, pushing where possible to reduce lead times and escalating, when necessary, when services are not being delivered correctly.
-Own and manage multiple orders at various stages of provisioning, with varying complexity.
-Promote excellent customer service with order delivery.
-Liaise with customers to arrange access to site at various points required for delivery, in line with their readiness for installation at various points during fit out.
-Handling of events during order delay or install failure.
-Manage customer escalations.
-Engage with the wider business (Sales, Solutions, Engineers) to ensure the right solution is delivered.
-Ensure all systems are kept fully updated for each action and point of customer contact.
-Liaise with key suppliers and to successfully deliver dependent components on time.
-Identify and implement areas of improvement (product, process, systems.)
-Capture additional charges to be billed to the customer.
-Supporting the wider Backbone teams to produce Customer Service Review reports and other associated information.
Key Competencies-Highly effective communicator, liaising with customers and internal/external stakeholders.
-Excellent relationship building skills.
-Ability to solve complex problems with a calm and pragmatic approach.
-Desire to learn and grow.
