Substitution Coordinator

Job title:
Substitution Coordinator (FTC for 12 months)

Office location:
Serbia with Hybrid working (3 days in the office)

About The Role And The Team
The substitution coordinator is responsible for coordinating the delivery of upgrades or substitutions of primary connections. This will include managing client contact details, arranging access, updating clients, external and internal stakeholders, updating systems and escalating any challenges to delivery. As this is a new team here at Hyperoptic, there will be a number of new processes, systems and responsibilities – the coordinator will be expected to support in developing and implementing these changes

What will you be doing?
Workload Management

• Managing the delivery of a pipeline of work supplied by the Senior Project Manager, ensuring that sites are upgrade successfully and at the expected rate
• Identifying, confirming and updating information on infinity and other systems, including client contact details, DP1a location, access details and any other relevant information
• Using and updating any workflow management systems such as JIRA, infinity etc.
• Scheduling of surveys, installations and any follow up works required

Stakeholder Management

• Working with all relevant departments to ensure delivery of primary connections, including, NME, Complex Orders, Sales etc.
• Working closely with the ADM and Senior project manager to resolve issues, schedule and deliver sites efficiently
• Build day to day tactical relationship with BP's and Primary connection providers such as Virgin/Openreach/ITS
• Communication on a daily basis with all the other teams within the company whose work may be influenced by the tasks we complete, working closely together towards the same goal
• Communication with the Property managers across the UK (both verbal and written), to agree on the start dates of our work and ensure we have all the conditions met for the work to go ahead

Ownership

• Takes charge of resolving what's necessary and follows through to completion
• Projects an optimistic, energetic "can do" attitude
• Consistently behaves in an honest, ethical manner (e.g. avoids manipulation or hidden agendas, etc.)
• Flags any issues to the manager, proposes change initiatives required to address current and future business needs

Team Values

• Act as a role model for our values and expectations
• Act as the line manager's cover when needed
• To be aware of and act in accordance with the Company's Health & Safety Policy and agreed Codes of Practice#
• To add value and efficiency to the Infrastructure Department

What We Are Looking For

• University degree
• Customer relations (support, communication)
• Previous support role dealing with multiple projects
• Problem-solving work experiences
• Proactive approach with an ability to self-manage/work independently
• Good to excellent knowledge of English language
• Good communication skills
• Comfortable with working under deadlines

Why work for us?
We're in your corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification and UK's Best Workplaces for Wellbeing (2022)

In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, now we'remore than 700 people. Do you want to be a part of our next adventure?

Some Of Our Key Benefits

• Competitive salary
• Global Remote working for up to 2 week per year for those who are able to work remotely
• 25 days' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, move house and volunteer
• Access to a wellbeing platform, Rezilient
• Partnership with SOS Children's Village
• Private medical insurance
• Fit Pass discount
• Technology discount
• Team sports activities
• Massages in the office
• Sweet Tuesdays

We're
committed
to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.

What happens next?

• You apply (please send us your CV in English)
• We carefully review your application
• We'll get back to you — even if it's a no (for now)