Value Added Service Team Member

Job title: Value Added Service Team Member - 6 Month Full time Contract

Office location: Serbia with Hybrid working

About the role and the Team:

Reporting into the Senior Performance & Forecasting Manager, you will be responsible for supporting the development, and management of the Top Building Developers within New Build to enhance their customer experience and drive business growth.

You will work closely with cross-functional teams, including Business Development, ISP and Customer Services to ensure seamless delivery and high customer satisfaction.

What will you be doing?

• Support the operational delivery teams by ensuring alignment with customer needs.
• Regular engagement with the customer to manage relationships and ensure operational delivery is in line with agreements.
• Assist with day-to-day operations related to VAS, including reporting, data analysis and the maintenance of any service levels agreements.
• Monitor and manage the performance of delivery with the developer identifying opportunities for improvement.
• Collaborate with the delivery teams to enhance the portfolio, ensuring they meet customer expectations and offer potential to generate additional revenue streams.
• Prepare regular performance reports on the developer metrics. Tracking key performance indicators (KPIs) such as customer usage, revenue impact, and customer satisfaction.
• Ensure activities are delivered to forecast with appropriate risk management
• Ensure a seamless customer experience by working closely with all internal & external stakeholders to address any VAS-related issues.
• Ability to read data reports and analyse existing data to effectively handle customer feedback or issues related to VAS, troubleshooting the problems and ensuring prompt resolution.
• Contribute to project risk management by identifying potential issues and helping to mitigate them
• Respond to customer inquiries related to delivery, whether by phone, email, or Teams ensuring customer satisfaction through effective communication and support.
• Collaborate with the payment operations to ensure customers / developer rebates are collated correctly and filter through the process
• Collect and document customer feedback regarding delivery, identifying pain points or areas for improvement.
• Reference: 9C70SGSNFnD_d1lS7KDLJ_MDGjkPkg-rJcX9PN-PrNI.

What we are looking for:

• Ability to analyse data and generate actionable insights for operational improvements and customer satisfaction.
• Experience in delivering timely and detailed online reports.
• Strong problem-solving skills with the ability to think critically and adapt to changing circumstances.
• Experience working with industry-specific equipment.
• Basic project management skills and the ability to work in a team environment.
• Ability to work flexible shifts and to adapt to changing work schedules
• Tenacious and determined to deliver results
• Excellent time management and organisational skills

Why work for us?

We're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!

Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022)

In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, now we're more than 700 people and about to move into our brand-new offices. Do you want to be a part of our next adventure?

Some of our key Benefits:

• Competitive salary
• Global Remote working for up to 2 week per year for those who are able to work remotely
• 25 days' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, move house and volunteer
• Access to a wellbeing platform, Rezilient
• Partnership with SOS Children's Village
• Private medical insurance
• Travel discounts
• Fit Pass discount
• Technology discount
• Team sports activities
• Massages in the office
• Sweet Tuesdays