Join our team

What are we looking for?

Job title: Service Administrator

Reports to: Service Director

Hours of work: 37.5 hours a week, Monday to Friday (between our operating hours of 8am to 6pm)

What is the role?

As a Service Administrator, you will be at the heart of our mission to deliver exceptional service. Your role will involve providing essential support and administrative functions to ensure seamless service delivery, working closely with our ‘Delighters’ to keep operations running smoothly while they resolve customer calls on first contact. Your attention to detail and commitment to maintaining efficient processes will be key to our success.

To excel in this role, you should have a keen eye for detail, a strong passion for delivering outstanding service, and excellent communication skills to effectively engage with both colleagues and customers. Your proactive approach and dedication to service excellence will make you an invaluable part of our team.

Key Tasks & Accountabilities

•  Helping customers place orders with dbfb, walking behind the order and providing updates to customer at key milestones
• Providing accurate information to our Procurement team ensuring the correct equipment is ordered at all times.
• Arranging for services to be cancelled
• Organising repairs of customer devices
• Resolving billing queries
• Arranging deliveries / collections
• Resolving delivery queries – including keeping the customer updated
• Updating various internal platforms in line with process
• Checking availability of connectivity services
• Producing Ad Hoc reports for key stakeholders – internal and external
• Providing regular stock reports for key stakeholders – internal and external

What will you bring?

Competencies:

• A tenacious and resilient attitude, with a desire to deliver over and above the customers’ expectations
• Accurate and diligent in collating reports for corporate decision makers, using clear and appropriate business English
• Results focused with a true passion to deliver outstanding results with excellent attention to detail
• Clear and influential communicator, able to provide all contacts with necessary information and within required timescales and can manage challenging stakeholders.

Experience:

•  Evidence of successful execution of business administration functions
• Demonstrable results in working on multiple tasks at a time, while maintaining attention to detail.
• Experienced user of Microsoft Excel
• Previous experience of working within a ticketing platform/shared work queue would be advantageous

Qualifications:

•  GSCE Maths and English Language Grade 5 or above (or recognised equivalent qualification).

What’s in it for you

Another bulleted list felt redundant, so we wrote this long sentence with all the ways we sweeten the deals to work with us; A competitive salary, Profit share annual bonus, 22 days holiday, extra days leave on birthday, pension, NHS Healthcare Top Up Cash Plan (money back on everyday medical expenses), Death in Service (3 x salary), Discount scheme on entertainment/shopping/leisure activities, personal development plan with dedicated self-development time.

Plus genuinely great co-workers who want to see the company and each other succeed, and we always have cakes and sweets on the go!

Culture and environment

As an employer, we place great importance on our diverse and collaborative workforce and culture. We particularly focus on 4 pillars of success: People, Platforms, Services & Solutions.
Our people are the key to all our success and we are committed to identifying and working to each individual’s strengths, to create a balanced and innovative atmosphere and a consultative way of operating.
All our employees display and are measured on some specific core standards of ethical and engaging behaviour:

• Customer Focused
• Accountable
• Commercially Aware
• Team Working/Collaboration
• Innovative

To continuously develop our internal brand we are looking for someone who will bring to the business Responsibility, Communication & Positivity.

What are we looking for?

Job title: Customer Experience Executive

Reports to: Service Director

Hours of work: 37.5 hours a week, Monday to Friday (between our operating hours of 8am to 6pm)

What is the role?

As a Customer Experience Executive, you will be responsible for providing outstanding customer service and support to our wide range of customers spanning multiple industries, Our culture is focused on the customer experience not average talk times, built on our traditional beliefs where the customer is king (or queen!) and their problem is our problem until resolved. Striving to always deliver service excellence as a Customer Experience Executive you will predominantly be accountable for providing support (after appropriate training) to end users and assisting them with their mobile phones, tablets, telephone systems and connectivity queries.

Key Tasks & Accountabilities

• Receiving incoming enquiries via phone, email and webchat.
• Providing support and assistance to customers across our entire product portfolio.
• Follow defined triage steps to quickly identify and ultimately resolve issues.
• Acting as the advocate for the customer within dbfb ensuring all enquiries are owned until resolved.
• Working with key suppliers to ensure dbfb’s delivery standards are adhered to.
• Keeping customers fully updated of progress of their order and/or issue at all times.
• Updating internal platforms to ensure teammates are fully informed of any tasks you have been working on and steps taken to date.
• Utilising monitoring equipment to offer a pro-active support service to managed customers.
• Occasional out-of-hours work required to provide on-site support to certain prestigious local customers whilst they host key events (Paid overtime or time off in lieu offered in return).

What will you bring?

Competencies:

•  Resolution driven, always striving for a positive response and delivery of options to customer’s telecoms and IT constraints.
• A tenacious attitude with a desire to deliver over and above the customers’ expectations
• Animated personality, who engages 3rd parties in a professional and proficient manner.
• Providing assurance that their account is a priority.
• Able to demonstrate a confident and friendly telephone manner
• Possess both strong keyboard and written language skills
• Confident in liaising with all colleagues to meet the customers’ requirements.
• Demonstrating customer activist behaviour to always deliver service excellence.
• Business acumen with a keen eye for development opportunities, skilled at time management and workload prioritisation
• Adaptability to continue to deliver service excellence in a fast-changing environment.
• Demonstrable results in manging multiple queries at a time.
• Excellent attention to detail whilst taking pride in the service you offer

Experience:

•  Competent user of MS Office products, particularly Word and Excel
• Familiarity of working within a ticketing platform
• Industry experience within the telecoms or mobile service provider industry would be advantageous
• Minimum of 3 years’ experience in a Customer Services environment

Qualifications:

• A level Maths and English Language grade C or above (or recognised equivalent qualification)
• NVQ in Customer Services or similar qualification would be advantageous.

What’s in it for you

Another bulleted list felt redundant, so we wrote this long sentence with all the ways we sweeten the deals to work with us; A competitive salary, Profit share annual bonus, 22 days holiday, extra days leave on birthday, pension, NHS Healthcare Top Up Cash Plan (money back on everyday medical expenses), Death in Service (3 x salary), Discount scheme on entertainment/shopping/leisure activities, personal development plan with dedicated self-development time.

Plus genuinely great co-workers who want to see the company and each other succeed, and we always have cakes and sweets on the go!

Culture and environment

As an employer, we place great importance on our diverse and collaborative workforce and culture. We particularly focus on 4 pillars of success: People, Platforms, Services & Solutions.
Our people are the key to all our success and we are committed to identifying and working to each individual’s strengths, to create a balanced and innovative atmosphere and a consultative way of operating.
All our employees display and are measured on some specific core standards of ethical and engaging behaviour:

• Customer Focused
• Accountable
• Commercially Aware
• Team Working/Collaboration
• Innovative

To continuously develop our internal brand we are looking for someone who will bring to the business Responsibility, Communication & Positivity.

What are we Looking For?

Job title: Project Co-ordinator

Reports to: Head of Operations

Hours of Work: 37.5 per week Monday to Friday (Office Opening Hours 08:00 – 18:00)

What is the Role?

An experienced, motivated, and proactive Project Coordinator with a proven track record in overseeing projects across telephony, mobile, and broadband. Reporting directly to the Head of Operations, you will be crucial in driving project success, managing timelines, and ensuring customer satisfaction across all communication services.

Key Tasks:

Project Coordination and Scheduling:

• Coordinate the deployment of Projects
• Utilise our bespoke CRM system and Smartsheet for scheduling tasks, tracking project milestones, and managing logistics to ensure SLAs are met
• Ensure all Projects are executed efficiently

Customer and Stakeholder Interaction:

• Primary point of contact for customers, internal teams, and external suppliers
• Maintain continuous communication with customers, providing regular updates and managing expectations effectively
• Address and resolve issues promptly, ensuring customer requirements are met according to agreed implementation dates

Ordering and Deployment Coordination:

• Manage the Broadband ordering processes on supplier portals as required
• Schedule and arrange engineer visits
• Handle order rejections, and manage escalations effectively
• Work closely with internal teams to procure, configure, and dispatch hardware

Ordering and Deployment Monitoring:

• Oversee project orders and deployments and report on delays
• Conduct regular review meetings with external and internal stakeholders

What will You Bring?

Competencies:

• Strong verbal and written communication skills with outstanding attention to detail
• Ability to analyse large data sets from multiple sources
• Business acumen to analyse and focus on the essentials, demonstrating sound judgement

Experience:

• Minimum of 2 years’ experience in a Project Coordination/Delivery role – preferably in Telecoms or IT Solutions
• Proven record of coordinating Projects within timescales and budget
• Demonstrable results in managing multiple jobs simultaneously
• Exceptional user of MS Office products, particularly Excel, Smartsheets will also be advantageous

Qualifications:

• Prince II Foundation, ITIL qualified, or ambitious to undertake this training
• A-Level Maths and English Language Grade C or above (or recognised equivalent qualification)
• Full and clean driving licence

What’s in it for You

Another bulleted list felt redundant, so we wrote this long sentence with all the ways we sweeten the deals to work with us; A competitive salary, Profit share annual bonus, 22 days holiday, extra days leave on birthday, pension, NHS Healthcare Top Up Cash Plan (money back on everyday medical expenses), Death in Service (3 x salary), Discount scheme on entertainment/shopping/leisure activities, personal development plan with dedicated self-development time.

Plus, genuinely great co-workers who want to see the company and each other succeed, and we always have cakes and sweets on the go!

Culture & Environment

As an employer, we place great importance on our diverse and collaborative workforce and culture.  We particularly focus on 5 pillars of success: People, Platforms, Services, Solutions & Sustainability.

Our people are the key to all our success and we are committed to identifying and working to each individual’s strengths, to create a balanced and innovative atmosphere and a consultative way of operating.

All our employees display and are measured on some specific core standards of ethical and engaging behaviour:

• Customer Focused
• Accountable
• Commercially Aware
• Team Working/Collaboration
• Innovative

Apply now 

What are we Looking For?

Job title:  Business Development Executive

Reports to: Head of Business Development

Hours of Work: 37.5 Hours per week, Monday to Friday 8.30am to 5.00pm

Salary: £25,000 basic, with OTE of £40,000

Who we are & what we do

Nationwide B2B telecoms specialists based in Northampton with over 25 years of experience. We provide the best solutions for connectivity, telephony and mobile (and more!) to our well established customer base and future prospects.

We’re real people – expert, professional and fun! We’re a straight-talking team who are intent on finding the best outcome for every customer, and we’re big on our community – improving it & supporting it, matters to us.

What is my Role?

As an outbound Business Development Executive, you will play an essential role in driving sales via booking meetings with potential prospects for your Business Development Manager. Your primary role will be calling cold to warm leads and utilising your outstanding communication skills to effectively convey the benefits of our service to potential prospects.

What support will I receive?

You will have the opportunity to expand your current sales skills. If you are passionate about learning and improving your sales ability then our training programme is for you. We have an outsourced and highly reputable sales trainer who will share techniques to get you to the top of your game. In addition, we will also teach you how you can best manage your diary and time to become the most efficient in your role.

What benefits do I get?

• Full and continuous training
• Excellent commission plan
• 22 days holiday plus bank holidays and your birthday off
• Pension contribution
• Optional healthcare coverage after probation
• Discount scheme on entertainment/shopping/leisure activities, personal development plan with dedicated self-development time
• Plus lots of different incentives!
• Death in Service (3 x salary)

What will I need to bring?

• Excellent work ethic and drive
• Self-motivated and disciplined
• Minimum of 1 years’ experience in telesales or a service environment
• Experience in a fast-paced environment, would be ideal
• Quick and eager learner
• Evidence of working to and exceeding targets
• Confident communicator, able to confidently and clearly speak over the telephone
• Accurate and diligent in collating data and reporting on call outcomes and pipeline
• Experienced in navigating sales CRM systems

Culture & Environment

As an employer, we place great importance on our diverse and collaborative workforce and culture. We particularly focus on 4 pillars of success: People, Platforms, Services & Solutions.

Our people are the key to all our success and we are committed to identifying and working to each individual’s strengths, to create a balanced and innovative atmosphere and a consultative way of operating.

All our employees display and are measured on some specific core standards of ethical and engaging behaviour:

· Customer Focused

· Accountable

· Commercially Aware

· Team Working/Collaboration

· Innovative

To continuously develop and embed our commitment to our internal brand behaviour and culture we are looking for someone who will bring to the business some or all of the following strengths:

COMMUNICATION - People who are especially talented in the Communication theme generally find it easy to put their thoughts into words. They are good conversationalists and presenters.

COMPETITION - People who are especially talented in the Competition theme measure their progress against the performance of others. They strive to win first place and revel in contests.

FOCUS - People exceptionally talented in the Focus theme can take a direction, follow through and make the corrections necessary to stay on track. They prioritise, then act.

LEARNER - People who are especially talented in the Learner theme have a great desire to learn and want to continuously improve. In particular, the process of learning, rather than the outcome, excites them.

FOCUS -. People exceptionally talented in the Focus theme can take a direction, follow through and make the corrections necessary to stay on track. They prioritize, then act.

ACHIEVER -. People exceptionally talented in the Achiever theme work hard and possess a great deal of stamina. They take immense satisfaction in being busy and productive.

What are we Looking For?

Job title: Sales Operations Coordinator

Reports to: Sales Director

Hours of Work: Monday to Friday 9am to 5.30pm

What is the Role?

As the Sales Support Manager, you will play a pivotal role in managing the operational aspect of the sales team. You will deliver, and be accountable for all support activities including creating proposals, contracts and reporting packs that aid the team in winning business.

Key Tasks:

• Own and operate the sales proposal process, managing requests and ensuring the timely delivery of proposals to the sales team.
• Draft and generate service contracts based on approved terms and conditions, ensuring accuracy and compliance with company policies and legal requirements.
• Own and operate the events calendar for hospitality, networking, exhibitions and internal events.
• Work with the Account Management team to ensure all customer information is kept up to date in our platforms (billing, CRM and springboard).
• Provide ad-hoc sales support including coverage & availability checks, gathering pricing, liaising with suppliers and internal teams.
• Seamless and accurate submission of all sales orders to projects teams.
• Support all steps in producing proposals, tender responses, presentations, customer reports and other internal and external support materials.
• Working closely with the Account Management and Marketing Team, create a schedule of customers that will provide video case studies and testimonials.
• Monitor and evaluate the quality and efficiency of the sales support processes and procedures, and implement improvements as needed.
• Become a subject matter expert in our Sales Operations platform – HubSpot. Work closely with the ISO & Business Support team to document our processes and create how to guides for end user adoption.
• Own and operate a sales metrics reporting pack including conversion rates, lead source, KPI’s, lost deals to enable data driven decisions.
• Support the Head of Business Development & Sales Director in designing and implementing sales campaigns, initiatives, or programs, and measure their effectiveness and impact.
• Collate and store all documentation relating to a sales orders in dbfb repository maintaining accurate records.
• Own and operate an operations reporting pack including projects delivered / processes, SLA performance, NPS, resource utilisation.
• Work with Sales Director and Operations Manager to review our collective processes and platform, identifying and delivering changes that improve Customer Experience.

What will You Bring? Competencies:

• We are looking for someone who is adaptable. The role will evolve and with more responsibility along the way, you’ll need to embrace change.
• You will be extremely organised and expected to manage multiple workstreams.
• You will be an exceptional communicator and capable in communicating clearly and confidently to internal customers, external customers and C-Level stakeholders.
• Diligent and accurate in working within processes and ensuring data integrity.
• Results focused with a true passion to deliver outstanding results with excellent attention to detail.
• You will be meticulous in producing high quality work in everything you do, setting and maintaining high standards.

Experience:

• Previous experience in Sales Support or this role may suit someone with PA / EA (Personal Assistant / Executive Assistant) experience
• Knowledge and evidence of successful execution in documentation creation/amendment, variance control and contract compliance
• Demonstrable results in working on multiple tasks at a time, while maintaining attention to detail.
• Experience in coordinating across multiple platforms within tight deadlines
• Exceptional user of MS Office (Word, Excel, Outlook & PowerPoint)
• Experience in effective communication with a variety of audiences (sales team / customers / suppliers / C-Level stakeholder)
• Knowledge or experience in HubSpot would be advantageous but not essential

QuaIifications:

• GCSE Maths & English Language Grade C or above
• Business administration qualification would be advantageous
• Full and clean driving licence

What is in it for You?

Another bulleted list felt redundant, so we wrote this long sentence with all the ways we sweeten the deal to work with us; A competitive salary, Profit share annual bonus, 22 days holiday, extra day leave on birthday, pension, NHS Healthcare Top Up Cash Plan (money back on everyday medical expenses), Death in Service (3 x salary), Discount scheme on entertainment/shopping/leisure activities, personal development plan with dedicated self-development time.

Plus genuinely great co-workers who want to see the company and each other succeed, and we always have cakes and sweets on the go!

Culture & Environment

As an employer, we place great importance on our diverse and collaborative workforce and culture. We particularly focus on 4 pillars of success: People, Platforms, Services & Solutions.

Our people are the key to all our success and we are committed to identifying and working to each individual's strengths, to create a balanced and innovative atmosphere and a consultative way of operating.

All our employees display and are measured on some specific core standards of ethical and engaging behaviour:

• Customer Focused
• Accountable
• Commercially Aware
• Team Working/Collaboration
• Innovative

To continuously develop and embed our commitment to our internal brand behaviour and culture we are looking for someone who will bring to the business some or all of the following strengths:

• COMMUNICATION - People who are especially talented in the Communication theme generally find it easy to put their thoughts into words. They are good conversationalists and presenters.
• RELATOR – People who are especially talented in the Relator theme enjoy close relationships with others. They find deep satisfaction in working hard with friends to achieve a goal.
• HARMONY - People who are especially talented in the Harmony theme look for consensus. They don’t enjoy conflict; rather, they seek areas of agreement.
• RESPONSIBILITY - People who are especially talented in the Responsibility theme take psychological ownership of what they say they will do. They are committed to stable values such as honesty and loyalty.
• ACHEIVER - People who are especially talented in the Achiever theme have a great deal of stamina and work hard. They take great satisfaction from being busy and productive.
• ARRANGER - People who are especially talented in the Arranger theme can organise, but they also have a flexibility that complements this ability. They like to work out how all of the pieces and resources can be arranged for maximum productivity.

Apply now