The Order Management Coordinator works as a member of the APFN order management team. The team manages Fibre orders through the WIP (Work In Progress) from point of order to full delivery of the circuits and handover to billing. You will ensure suppliers and partners stay informed at all stages of the order process ensuring we provide high quality updates and set clear expectations to ensure our wholesale partners can update the end user effectively.

What you will be doing:

• Pro-actively process and manage APFN orders (new provide, modify, migration, cease) with the aim to deliver within the promoted timescales.
• Take ownership and manage multiple deliverables at various stages of the delivery process
• Liaising with suppliers via chat, email, telephone to be able to provide high quality timely updates for wholesale partners with clear expectations.
• Raise and manage internal and external escalations effectively.
• Exception/jeopardy handling in the event of order delay or failure. Assessing the situation of the order and taking the best next action to minimise PIC (pre installation cancellation)
• Create, use, continually review and update how-to-guides for all products and suppliers.
• Provide feedback to the wider team on any potential improvements to provisioning processes and systems
• Effectively escalate to the Order Manager any issues or system bugs that may cause failure or poor customer experience

About you:

• Experience in a customer facing role and passion for exceptional service.
• Experience working in a fast-paced environment.
• Ability to prioritise tasks accordingly.
• Ability to deliver high quality work.
• Excellent written and verbal communication skills.
• Ability to communicate at all levels, both internally and externally.
• Attention to detail, accuracy, time-management, organisational and administrative and problem solving skills.
• Professional, positive and friendly attitude.
• Confidence, enthusiasm and commitment to finding new ways of working.

The benefits at APF...

At AllPoints Fibre, we're all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance and a health plan to help with day to day expenses such as eye care... we will even pay for you to get a massage!

Everyone needs a break now and then, right? That's why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we've got enhanced leave plans in place to support you through that.

Additionally we know how important it is to feel secure with your finances. That's why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension and in addition to income protection insurance, group life insurance we offer cashback and voucher schemes to help cover living cost such as electricals and personal spending. 

About us:

Established in 2021, AllPoints Fibre has grown from regional roots in Jurassic Fibre, Giganet and Swish Fibre, to establish a national wholesale network.

APFN is now a leading wholesale provider of full-fibre broadband solutions, dedicated to transforming the digital landscape by delivering ultra-fast, dependable, and affordable internet services to businesses and homes across the UK. We are committed to providing exceptional customer service, creating innovative products and services and lead of sustainability.

We have set ourselves the goal to become the best place to work, we recognise that our people are at the heart of what we do - join us on our journey to become the UK’s most recommended way to connect!

Next steps 

If the role sounds like the right fit for you, we look forward to seeing your application! If shortlisted, our Talent Acquisition Team will be in touch to set up and initial conversation. Next stages will involve meeting with our hiring teams to discuss the role and your experience in more details.

One last thing...

AllPoints Fibre value diversity and are committed to creating a diverse and inclusive environment for all employees. Help us create a secure, inclusive digital world where diversity fuels innovation; your vision, your voice, and your skills have a place here!

If you require any reasonable adjustments to be made during your interview process, please tell us in your application.