Order Manager; Partner - Hybrid

About the role

As a member of our Order Management Team, you will be responsible for the end-to-end implementation of our connectivity and voice services, and accountable for on time delivery to our customers.

The Order Manager role involves liaising with key suppliers, internal departments and customers through all stages of the order management journey, initiating key activities to meet agreed timescales. You will keep customers and key stakeholders fully informed of updates on their order status.

This role will suit candidates with strong analytical skills, with an understanding of the provision and delivery of communication services. Experience gained within a Communications or IT Services provider will be advantageous.

This salary range for this role is £24,570 to £26,000, depending on experience.

• Pro-actively process and manage voice and connectivity orders with an aim to deliver within the expected timescales.
• Take ownership and manage multiple deliverables at various stages of provisioning, and of varying levels of complexity.
• Responsible for delivering a service that provides an excellent customer experience.
• Handle calls, emails, and live chat interactions with customers, providing appropriate responses, working towards an appropriate solution to their query, owning the case to resolution and providing regular updates to the customer.
• Raise and manage both internal and external customer escalations.
• Co-ordinate across the business the provision of complex solutions through to completion
• Exception handling in the event of order delay or failure.
• Engage with the wider business (Pre Sales and Sales Support, Sales, Project Management, Product Management, Customer Operational Support) to deliver the right solutions required.
• Liaising with key suppliers to deliver against expectations and collaboratively managing and maintaining effective working relationships.
• Identify & implement areas for improvement (product, system or process).

• Experience in a Provisioning / Order Management role; or experience of working within an ISP or Managed Services Provider
• Excellent communicator able to interface and establish relationships at all levels and to people of varying technical capability
• Exposure to or experience of dealing with key suppliers such as BT Openreach, BT Wholesale, Vodafone and Talk Talk Business
• Excellent Customer Service Skills with a high standard of written and verbal communication
• Ability to work to and meet deadlines, managing own workload with minimal supervision
• Strong analytical and problem-solving skills
• Able to work on own initiative
• Supports their teammates
• Takes and gives feedback
• Embracing and demonstrating Zen values and happiness objectives
• Kind, understanding, and listens to others
• Organised workload with strong attention to detail

At Zen, your individuality matters. Your gender, race, ethnicity, disability, sexuality, neurodiversity, background, and everything else that makes you who you are, we value it all. We want you to feel seen, respected, and supported from the very start of your journey with us.

Our Values shape how we work and who we are. We celebrate diversity and build strong communities where everyone belongs. We put people and the planet before profit, and we’re ambitious about the future, always learning, innovating, and striving to deliver award-winning service. Together, this means you’ll find opportunities not just to grow your career, but to make a meaningful impact.

We’re always open to conversations about part‑time or flexible working, or reasonable adjustments, and we’ll support you wherever we can. Please feel comfortable sharing your preferences during the recruitment process.

If you’d like to find out more about what life is like at Zen, take a look at our careers page. Or, if you’d prefer to speak with someone about the role, call us on 01706 902 275 or , we’d be happy to chat!

We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to.

• 2 x Life Assurance Cover, with option to flex upwards
• 25 days Annual leave,…