Deemed Consent Coordinator

Reports to:Team Lead/Manager

Roles Involved:Task/Order Progression, Delay Management, Customer Communication, Call Handling - Jeopardy Management

The primary responsibility of the Deemed Consent Governance Team Member is to engage with customers and internal teams to manage delays in customer orders (business customers). This includes setting internal and external delays on orders, coordinating with internal and external teams, and managing communications with customers (Communication Providers).

• Deemed Consent (DC)is a mechanism within the Ethernet product that allows our Client to extend the Customer Committed Date (CCD) that has already been set . This is to ensure the DC process is followed correctly to avoid any Service Level Guarantee (SLG) payments from Client.

• Validate and perform compliance checks on every Deemed Consent raised for a circuit via EMP, confirming that all required checklists are followed and recorded in SharePoint.
• Act as a point of contact (POC) for Communication Providers (CPs) to raise any queries on Deemed Consents.

• Provide 5-day support from Monday to Friday.
• Work shifts between 8 AM to 5:30 PM on weekdays.
• Make and receive calls, handle emails, and manage customer communications at any stage of the order fulfillment journey.
• Involve in outbound calling, email handling, and updating systems as required by the process.
• Meet individual responsibilities and Key Performance Indicators (KPIs) as defined for each division.
• Act as the first point of communication, representing our Client and adhering to call etiquettes.
• Liaise with other regional teams to understand timelines, ensure contractual dates are met, and ensure all required Key Customer Interactions (KCIs) reach customers on time.

• Telecom experience is highly advantageous
• Must be physically located in the UK.
• Excellent communication skills to interact comfortably with customers.
• Ready to handle (receive and make) phone calls throughout the day.
• Willing to work any scheduled shift within the specified window and adapt to working from office, home, or a hybrid model as required.
• Previous experience in a contact center is advantageous.
• A fair understanding or experience in the FTTX domain is an added advantage.

• Monday to Friday, between 8 AM to 5:30 PM.
• Ability to work from office, home, or in a hybrid model as per the requirement.