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About Wessex Internet Wessex Internet, a dynamic and rapidly expanding Internet Provider in the South West and revolutionising full fibre broadband deployment in rural areas. Committed to delivering lightning-fast broadband to thousands in the countryside, we design, build, and manage our own cutting-edge FTTP network. We are delighted to be expanding our Network to over 10,000 homes in the New Forest with connections set for early 2024. Recipient of multiple awards, including Overall Fibre Provider of The Year 2023, Wessex Internet has doubled in size over the last 18 months. Despite our rapid growth, we prioritize maintaining excellent customer service and invest in staff development. Our commitment to creating a great workplace earned us a finalist spot in the 2023 UK Fibre Awards for the Best Company to Work for. As part of our vision to enhance the broadband experience, we are actively recruiting individuals to join our innovative team. Wessex Internet fosters a collaborative environment where each contribution is valued, providing ample opportunities for personal and professional growth. If you're passionate about transforming the broadband landscape and being part of an award-winning company at the forefront of the industry, Wessex Internet is the place for you! Join us in this exciting time as we continue to shape the future of internet provision. About the Role We are looking for an ambitious NOC Manager to lead our Network Operations team based at our Blandford Headquarters, 40 minutes north of Bournemouth. The successful candidate will have a background in network operations, preferably within an ISP environment and have experience managing technical customer support teams. Wessex Internet is passionate about providing best in class customer experience and we see the response to technical and network issues as central to delivering on that promise. Reporting directly to the CTO this role will be responsible for defining the professional approach to network operations as we grow and leading the team to improve our systems and processes to provide an ever-better service in an ever more efficient manner. The successful candidate will undergo a structured induction and agree a probationary training plan. At Wessex we're proud to offer on-going development and career opportunities. Responsibilities Responsible for company's NOC teams ensuring effective management of staff and performance Development and enrichment of processes and procedures Setting operational network KPI's and personnel targets with the CTO and ensuring those KPI's and targets are met Identify and act on opportunities for continual improvement to incident response and technical network support Developing operational process and procedures as new technology is brought online. Oversee the monitoring, management and response to alarms and incidents across the network, including ensuring appropriate customer updates are provided in line with SLAs and Targets Pro-active and Re-active management of 3rd party network providers Manage technical aspect of enterprise customer on boarding, in-life management Identify and feedback on issues/challenges which may hinder the team's progress Ensure team work is undertaken in a safe manner and that any opportunities for improvement to Health and Safety practices are agreed with the H&S Manager Developing existing Network management and ticketing tools on a continuous improvement basis Performance management of the network utilising existing tools to provide detailed reports Requirements Previous experience as NOC Manager or demonstrable technical team management experience Confidence to support positive working culture and uphold Wessex Internet Values Knowledge and experience of dealing with data and connectivity products & Services Accustomed to working in a multi-vendor environment Ability to work in a dynamic and fast paced environment A full UK driving license Advantageous to the role: Network and security qualifications Exposure to ITIL or eTOM frameworks Change Management experience Benefits 25 days of annual leave The option to buy or sell an additional 5 days holiday Enhanced Family Pay Private Medical Insurance Life Assurance Income Protection Cycle to Work Scheme Tech Scheme Opportunities to progress your career - we're a young, fast-growing business that is proud of our team of homegrown specialists. Whether you want to step up to lead a team, or expand your skills in a new area, we'll help you reach your potential Regular social events 75% discount to Wessex Internet package Salary: £45,000 to £55,000 DOE 10% bonus Hours: 40 hours per week, Monday - Friday in the office OOH Rota Location: Office Based, Nr Blandford Forum, Dorset? Holiday: 25 days plus bank holidays?
About Wessex Internet Wessex Internet is a dynamic and fast-growing Internet Provider in the South West that is changing the way full fibre broadband is rolled out in rural areas. We believe that the countryside deserves lightning-fast broadband and are passionate in delivering a fantastic service to thousands of customers whose copper line connection is now outdated. We design, build, and manage our own FTTP (Fibre to the Property) network in-house and are one of the leading suppliers. We are excited to be extending our network and bringing full fibre broadband to over 10,000 homes in the New Forest with connection aimed for early 2024. Wessex Internet is a multi-award-winning company, having won multiple awards including Overall Fibre Provider of The Year 2023, Best Rural Fibre Provider 2023 & 2022. As well as Best Rural Hard to Reach Project 2022 & 2021. We are growing fast, having doubled in size over the last 18 months. Our vision is to scale whilst retaining our excellent and personal customer service. We are investing in world class systems and process to make our teams more effective and efficient. Additionally, we invest in our staff, providing continued training and career prospects to further your own career. We believe in building a great place to work, where everyone's contribution is valued, and has the chance to raise their ideas and make a difference. Wessex Internet was a finalist in the 2023 UK Fibre Awards for the Best Company to Work for. Every one of us is responsible for the continued success of Wessex Internet, each individual has something valuable to offer, and together we're constantly looking for better ways to serve more people. Wessex Internet wants to change the broadband experience, setting it apart from other internet providers. It is an exciting time at Wessex Internet and we are recruiting for the best people to join us! The Role Wessex Internet prides itself on delivering excellent customer service and understands that our customers after-sales experience is vital in building a trusting and loyal relationship. Following completion of a full training programme you will be expected to support our customers with a range of queries via email and telephone. Typical queries include billing questions, package amendments, VOIP service sales and 1st line technical support. Responsibilities Understand the SLA (Service Level Agreement) targets and assist the team in striving to achieve these Answer incoming customer service calls and own the query through to resolution. These queries could include billing issues, overage charges, package amendments or contract terminations Following all set processes for customer support, escalating issues to the Team Leader Ensuring all correspondence is documented in Salesforce accurately on the business customer relationship management system and actions are followed up to ensure customer expectations are achieved, ensuring that the teams SLAs are adhered to throughout the process Handle overflow calls from other departments, ensuring the best customer journey is kept in mind Propose and implement change as appropriate to ensure company targets are hit Provide basic technical support before escalating to the relevant teams The role includes the need for growth of the existing network in the form of product upgrades and expansion of their service packages, to ensure a fully rounded package is maintained to all customers Requirements You will need to be a confident communicator The ability to identify opportunities for upselling additional products Comfortable handling inbound calls A quick learner with the ability to easily retain information You are driven by targets and enjoy working hard to achieve them You work well as part of a team whilst focusing on the task in hand At least 1 years' experience within a customer service environment You can manage a pipeline of existing customers, ensuring SLAs are adhered to in accordance with business objectives Provide advice to clients to ensure they remain on the most suitable packages to cater for their individual broadband and service needs You have experience completing customer administration and have competent computer skills An optimistic and positive approach to your work and any challenges you may face You see business growth and change as a good thing, and can see the new, exciting opportunities it could lead to Telecoms experience isn't essential, but is a big advantage Benefits 25 Days of annual leave, plus bank holidays The option to buy or sell an additional 5 days holiday Enhanced Family Pay Private Medical Insurance Life Assurance Income Protection Cycle to Work Scheme Tech Scheme Opportunities to progress your career - we're a young, fast-growing business that is proud of our team of homegrown specialists. Whether you want to step up to lead a team, or expand your skills in a new area, we'll help you reach your potential Free breakfast - including fruit, snacks, teas & coffees available throughout the day Regular social events Free onsite parking 75% discount to Wessex Internet package Salary: £24,000 - £27,000 per annum, depending on experience Role Type: Full Time/Permanent Hours: 40 hours per week (9am - 5:30pm) Location: Office Based, Blandford Forum Holiday: 25 days plus bank holidays?
About Wessex Internet Wessex Internet, a dynamic and rapidly expanding Internet Provider in the South West and revolutionising full fibre broadband deployment in rural areas. Committed to delivering lightning-fast broadband to thousands in the countryside, we design, build, and manage our own cutting-edge FTTP network. We are delighted to be expanding our Network to the New Forest, Wiltshire, and South & West Dorset. Recipient of multiple awards, including Overall Fibre Provider of The Year 2023, Wessex Internet has doubled in size over the last 18 months. Despite our rapid growth, we prioritize maintaining excellent customer service and invest in staff development. Our commitment to creating a great workplace earned us a finalist spot in the 2023 UK Fibre Awards for the Best Company to Work for. As part of our vision to enhance the broadband experience, we are actively recruiting individuals to join our innovative team. Wessex Internet fosters a collaborative environment where each contribution is valued, providing ample opportunities for personal and professional growth. If you're passionate about transforming the broadband landscape and being part of an award-winning company at the forefront of the industry, Wessex Internet is the place for you! Join us in this exciting time as we continue to shape the future of internet provision. The Role Wessex Internet are now seeking an experienced reporting analyst to join our data analytics teams. Reporting into our Data Analytics manager you will be responsible for the preparation of regular status reports & milestones claims as part of our contracts. The successful candidate will need between 2 and 3 years of experience with Data Analysis, as well as being proficient with statistical software such as Power BI. The role will be based full time in our Dorset office. The successful candidate will be expected to be in the office to fulfil this role. Responsibilities Preparation of regular status reports and milestone claims required as part of our contracts with Building Digital UK (BDUK) and Connecting Devon and Somerset (CDS). Reports shall be prepared accurately, on time, and in line with the reporting schedules set out within each contract. You will push the project managers and delivery team where required. Preparation of documentation to support contractual changes. This includes changes to the project financial model, cost impact analysis, amongst others. Ensure reporting to the industry regulator (Ofcom) is completed accurately and on time. This includes, but is not limited to, quarterly connected nations reporting, FTTP / FPW coverage, and open market reviews (OMRs). Work closely with the contract management team to respond to requests for information from the local authority, and government departments such as Building Digital UK. Draft and maintain documentation for reporting requirements and processes for all regular reporting and ensuring that best practice is established and followed. Ensure reports and data held is compliant with regulation, including GDPR and data protection rules (ISO9001:2015). Requirements 2 - 3 Years Experience with Management Information, Reporting or Data Analysis Advanced proficiency in Microsoft Excel and Power Query is essential. Experience with statistical software (e.g., power BI) and working with relational databases (e.g. SQL) is an advantage. Experience with Salesforce and Salesforce reporting is desirable. Experience in the Utilities Sector is desirable. Demonstrable understanding of legal terms and conditions and working with a contract. Excellent communication and presentation skills, with the ability to convey technical information to non-technical stakeholders. Proactive mindset with a passion for continuous learning and professional development. Benefits 25 days of annual leave, plus bank holidays The option to buy or sell an additional 5 days of holiday Enhanced Family Pay Private Medical Insurance Life Assurance Income Protection Cycle to Work Scheme Tech Scheme Opportunities to progress your career - We're a young, fast-growing business that is proud of our team of homegrown specialists. Whether you want to step up to lead a team, or expand your skills in a new area, we'll help you reach your potential Free breakfast - including fruit, snacks, teas & coffees available throughout the day Regular social events Free onsite parking 75% discount to Wessex Internet package Salary: £35,000 per annum DOE Role Type: Full Time/Permanent Hours: 40 hours per week Location: Office based near Blandford Forum, Dorset Holiday: 25 days plus bank holidays?