The FFE Incubation Specialist manages all Customer Issues, Orders, Tasks and Queries to resolution for the Partners of TalkTalk Wholesale Services. This role will be to deliver a professional level of service to our Partners, establishing successful relationships and ensuring ownership for all tasks and queries.

You will be empowered to identify process and system improvements, carry out root cause analysis of any failures and the implementation of corrective actions to ensure a smooth transition from Incubation to the wider TTWS Operation Teams.

The role involves liaising with all other TTWS departments and suppliers to manage successful delivery of committed service levels whilst achieving operational and contractual SLA’s.

As an FFE Incubation Specialist you will be part of the Incubation team which is pivotal to the development of our fibre products, ensuring they meet our customers expectations before being deployed into the wider teams. The team size is 10-20 people although you’ll be working closely with a number of other teams such as Provisioning, Assurance, One Customer Desk, Order to Cash, FFEB Lab, Technology & Salesforce.  

How will I deliver in this role?

• Managing a professional relationship with our key partners.

• Ensuring that all partner contacts received are resolved promptly, efficiently and accurately.

• Owning the resolution of customer issues in accordance with TTWS processes and policies

• Liaising with internal and external parties and take ownership to investigate and resolve those issues

• Working to achieve SLA’s, quality standards and other KPI’s agreed

• Working within the relevant TTWS policies e.g. Information Security, HR and Health & Safety

• Reporting on trends and potential incidents to Management and the Incident Management Team

• Interacting with our Partner and internal community across a multitude of channel options including calls, emails & web chat

• Maintaining the knowledge necessary to pro-actively resolve issues

• Managing time effectively to deal with and prioritise workload generated from the customer base.

• Communicating with internal departments and external networks in order to rectify problems and offer solutions

• A pro-active approach in respect of seeking opportunities to improve processes/services and implementing resolutions

• Working effectively as part of a team while Working in a collaborative way

What do I need in order to deliver in the role?

• Excellent knowledge of relevant Telecoms products

• The ability to manage relationships at all levels, internally and externally

• The ability to manage your time effectively and prioritise tasks accordingly

• A proactive approach to problem solving

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.