Order Manager

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

**Job Title**: Order Manager

**Location**:Barcelona (Spain)

**Job Purpose**:
The main scope of the role is to support and lead the delivery of services on North Region Countries (UK, Ireland, Denmark, Sweden). During the delivery process it is expected that customers are kept up to date on the progress of their orders through daily communications.
The ultimate goal of this role is to provide a consistent customer experience aligned with the targets defined by the business for Order Management.

**Responsibilities**:
Ensures that customer promise times are met within set timescales and to agreed standards.
Manages daily updates to customer on all services.
Achieves service delivery internal KPIs/targets.
Undertakes process gap analysis to find potential areas of improvement, enhancement and/or process re-engineering and implementing these improvements.
Enhances process efficiency and makes quality improvements through six sigma projects or other tools.
Proactively reviews personal workload to ensure that duties which impact a customer's experience are prioritized - discusses issues with manager and agrees how to resolve. Plans how to deal with peaks and troughs in workload, balances a range of sometimes conflicting priorities and tasks, makes good use of spare capacity in resources.
Drives action to improve the way they work and the outcomes they deliver, working with their manager and colleagues to resolve issues/make change - always retaining responsibility for seeing tasks through to resolution.
Demonstrates initiative by taking on tasks/activities that benefit the customer, business or team, without being prompted or seeking permission
Regularly requests feedback on individual and team performance - using this feedback to drive personal / team development through personal coaching and team guidance
Continually identifies areas where they can add value to the business, raising these suggestions with their manager and implementing agreed actions
Gets to know team members personally (regardless of where they work) and uses knowledge of others to build a higher performing team
Attempts to resolve conflict within the team and subsequently improve overall performance
Praises and recognise the efforts of others publicly, with the intention of motivating individuals to continuously improve.

**Required Skills and Experience**:
Excellent communication skills (verbally and in writing)
Native or high level of English, other languages a bonus.
Good customer facing skills with a customer centric attitude.
Ability to communicate effectively with customers and colleagues of multi-national and multi-cultural nature.
Resilient and self-motivated being able to work both individually or in a team.
Ideally have customer service background and experience.
Good technological background on technologies like Transmission, Ethernet, IP & Voice
Good knowledge of telecommunications and preferably colt products.
Able to work well under pressure and meet deadlines.
Demonstrate ability to operate effectively in a highly complex matrix organization.
Good knowledge of MS Office products (Excel, Word, Outlook)

**What we offer**:
Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location. The company supports diversity and inclusion in the workplace and has signed Diversity Charter.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognises the importance of a work life balance.

Some benefit examples are:

- Relaxed dress code
- Two days annually to spend on volunteering opportunities
- 38 hours working week and additional days off as per Colt own collective bargaining agreement
- Benefit package that includes life insurance, private health insurance and pension plan. In addition flexible benefits scheme
- Lunch vouchers or childcare vouchers
- Access to a virtual business school for on-going learning
- Business mentoring
- International environment with employees from more than 35 different nationalities