our gender pay report

At Verastar, we have always focused on recruiting the best people irrespective of gender, ethnicity or personal beliefs for our available roles. As a result, we are confident that a person’s gender does not influence how they are paid in this business.

With Verastar having a median gender pay gap of 11.5% - this is considerably better than the national average of 15.5%*

Onboarding and In-life Expert

Location: Sale, Manchester UK
Salary: £17,885 rising to £20,050
Closes on: 29-12-2021

A fantastic opportunity arisen for an analytically minded colleague to lead the way in migrating and on-boarding our customers onto new world access and voice products as part of a new cross-functional project team.

The successful candidate will work with sales and migrations teams to ensure quality and accuracy of deals and contract submission to systems, and drive the proactive resolution of issues that may impact the successful provisioning of services.

Over time this role is likely to evolve as products and trials are developed. You will be at the forefront, making recommendations to senior leaders to support the execution of this strategic project.

Responsibilities

  • Ensure new customers are successfully on-boarded with right first time provisioning, service activation and billing. Investigate and resolve billing queries and disputes.
  • Handling customer order enquiries and requests for support during on-boarding, and support the customer to diagnose and resolve set-up issues.
  • Inbound and outbound customer contact to address customer queries and resolve issues on a first-call resolution basis, and log and report service issues, escalating where necessary with wholesalers.
  • Drive the proactive management of early warning signs of customer distress to avoid customer churn. Identification and proactive management of dissatisfaction, taking ownership of the issue for the customer.
  • Proactive management of bill exceptions and queries.
  • Own the end-to-end customer journey for access and voice products, executing and improving operational processes and procedures.
  • Act as subject matter expert for phoenix products and customer journey, providing product and industry knowledge and guidance to support the development of product and service offerings.
  • Assist in preparation of reporting, identify issues and opportunities for improvement and, working with key stakeholders, address them.

Experience Required

  • Experience in one or more of the following areas: Sales Support, Customer Services (including Diagnostics) Provisioning, Contract Enquiries, Retentions, Renewals.
  • Experience in the telecoms industry & associated products, services and processes.

About you

To be successful in this role you will need to possess the following;

  • A passion for Customer Experience.
  • willingness to trying new approaches.
  • Understands commercial impact of performance beyond immediate role.
  • Comfortable taking ownership to avoid adverse impact to customer and proactively support our customers. Demonstrates attention to detail, proactively managing situations.
  • Self-motivated, keen to learn and exploit opportunities to do the right thing for our customers. Takes ownership of own performance and works with the customer to find solutions.
  • Ability to adapt communication style depending on the audience and message.
  • Confident presenting information effectively and persuasively, explaining complicated information in a clear and concise manner.
  • Ability to share your expertise, train and support others. A team-player who recognises when others need support and takes steps to influence positively.
  • Able to analyse performance to identify improvement opportunities & to determine failure root cause & options to resolve.

The ideal candidate will have great communication skills, an empathetic, persuasive and confident telephone manner and an ability to develop good working relationships with business customers. You will have a genuine passion for sales and customer service and thrive in a fast-paced targeted environment.

What’s Next

If you’re looking for a new challenge with Verastar and you believe you have the passion and determination to deliver an outstanding service to our customers, This may be the perfect opportunity to develop your skills. To be part of our continued success click ‘Apply’ today to take the next step in your Verastar career.

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