Join our team

What are we Looking For?

Job title: Junior Engineer

Reports to: Head of Technology

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

What is the Role?

Key Tasks:

• Work closely with the Pre-Sales team for surveys, configuration & installation of various products within the dbfb portfolio but primarily VOIP telephone systems, audio visual, video conferencing & network equipment such as access points, managed printers, switches & routers.
• Design & Create documentation at high and low levels to assist with the handover of project deployments into service.
• Provide basic on-site training for various products such as VOIP handsets
• Documentation will be created because of information derived from detailed site surveys, often in UK-wide locations, therefore travel and staying away from home is involved.
• Troubleshoot equipment and technical problems that can happen in the field, or pre and post deployment.
• Fault find and resolve problems on-site for audio visual, video conferencing, managed print, VOIP & connectivity customers, nationwide.
• Ensure survey reports are populated on each visit, stored within the relevant internal platforms in a timely manner and documentation is shared with the appropriate team to ensure timely delivery to customers.
• Look for opportunities to reduce the number of call outs through training, hardware upgrades and generic education.
• Inclusion in the Project Management process and delivering actions and tasks based on agreed timescales.
• Ensuring technical and design documentation is handed over to the Delight team. If post-deployment changes are made, these are updated in the documentation system as required.
• Liaise with Delight Team verbally for hand-over.
• Involvement with the Technical Team in terms of documentation, tickets and internal phone system configurations and in-life changes

What will you bring? 

Competencies:

• Resolution driven, always striving for a positive response and delivery of options to customer’s telecoms and networking constraints.
• A tenacious attitude with a desire to deliver over and above the customers’ expectations. A can-do attitude
• Animated personality, who engages 3rd parties in a professional and proficient manner. Providing confidence to a customer that they are important to our business.
• Confident in liaising with all colleagues to meet the customers’ requirements. Demonstrating customer activist behaviour to always deliver excellent results for and on behalf of the customer.
• Organised and efficient, able to assess faults and respond or escalate accordingly.
• Business acumen with ambition for both the business to improve its service operation and personally to continue own training and development, seeking out opportunities to keep in touch with latest developments.
• Deliver accurate and clear documentation, write-ups and assistance to the technical team, pre-sales and other areas of the business within deadlines.
• Communicate with all areas of the business to ensure expectations are managed, remaining calm under pressure and applying logical thinking to provide solutions.
• Understand schedules, deadlines and requirements within the business of you.

Experience:

• Understanding and interest in developing knowledge in networking, computing and VOIP technologies
• Demonstrable ability to communicate clearly and concisely, both verbally and written.
• Proficient user of MS Office products, particularly Word, Excel and Outlook.
• Data cabling (or willing to learn)

Qualifications:

• ICT – Telecoms / IT / Network Diploma or equivalent (Desirable)
• CompTIA A+ or Network+ certified or willing to work towards
• Full and clean driving licence.

What is in it for You?

• A competitive salary: £18,000 per annum
• 22 days holiday
• Extra days leave on birthday
• Pension
• NHS Healthcare Top Up Cash Plan (money back on everyday medical expenses)
• Discount scheme on entertainment/shopping/leisure activities
• Dedicated self-development time

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
• 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 of the following strengths: consistency, empathy, communication, woo, restorative, futuristic, responsibility, self -assurance, developer, relator.

What are we Looking For?

Job title: Customer Experience Executive

Reports to: Customer Experience Team Leader

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

What is the Role?

Key Tasks

As a Customer Experience Executive, you will be responsible for dealing with customer service queries, our culture is focused on customer experience by focusing on 1st time resolution not average talk times. Striving to deliver service excellence at all times as a Customer Experience Executive you will be accountable for providing customer support across a wide range of dbfb’s portfolio of products ranging from mobile, connectivity, WIFI, hosted telephony and IT. The customer service executive has a clear development plan that will focus on soft skills as well as product knowledge.

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, with attention to detail.

Experience:

• Competent user of MS Office products, particularly Word and Excel.
• Familiarity of working within a ticketing platform.
• Industry experience within any/all mobile/hosted telephony/connectivity/O365 advantageous
• Minimum of 2 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.
• Full clean driving licence.

What’s in it for You

• A competitive salary £20,000 - £23,000
• 22 days holiday + birthday
• Pension
• NHS Healthcare Top Up Cash Plan (money back on everyday medical expenses)
• Discount scheme on entertainment/shopping/leisure activities
• Dedicated self-development time
• Flexible working
• Death in service (3 x salary)

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