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Customer Project Manager
at O2 in Leeds, GB
O2 is a breath of fresh air. By placing customers at the heart of everything we do we’ve created, and we continue to create memorable experiences for both customers and our people at work, where everyone feels valued, recognised and rewarded.
To project manage the implementation of new mobile, data & Joined Up Communications for O2 corporate Customers, using Professional Project Management (PPM) methodology, ensuring that projects are delivered on time and to contracted customer requirements.
To project manage the implementation of complex mobile voice and data solutions for O2 business customers.
To contribute and manage elements of complex fixed line and Joined Up Communications projects working with Virtual teams in other directorates to ensure a seamless transition of services for O2 Corporate Customers
Key Role requirements:
· To understand the porting and migration processes to ensure a seamless transition of a customer’s mobile base to O2, following PPM Project Management methodology and adhering to time, cost and quality parameters
· To understand the Mobex ,GPRS and Fixed Line transition processes to ensure a seamless transition of a customer’s mobile or fixed line base into O2, following PPM Project Management methodology and adhering to time, cost and quality parameters.
· To understand the mobile & fixed data solutions O2 offer and how these fit with different devices customers use on their network. To deliver the data solution and to understand how the customers network fits with O2
· To deliver projects within agreed timescales and with minimum disruption to the customer’s business by working closely with a virtual team that may include 3rd party suppliers.
· To scope a project, its deliverables, risks and constraints and to form a virtual project team capable of dealing with the technical, commercial and quality aspects of the project and delivering it within the agreed project timescales.
· To chair and minute customer project meetings and to provide all project documentation to the virtual team, monitoring progress and following the agreed escalation procedure when necessary in order that projects remain on track.
· To ensure customer satisfaction is gained, maintained and measured to help O2 increase overall customer satisfaction scores.
· Champion customer issues through to resolution, identifying root causes and working with the wider team to avoid recurring issues in order to increase customer satisfaction and profitability.
· To share information with, and support fellow team members and colleagues across the business to enhance common understanding and best practice.
· To realise and maximise account revenue for O2 as early as possible by delivering against targets and objectives and where possible identifying other revenue opportunities in order to contribute to the wider CS sales through service targets
People management skills (leadership, empathy, listening, relationship building, confidence, responsiveness)
Project management skills (planning, problem solving, listening, decision making, organisation, negotiation)
PPM
Oral and written communication skills
Excellent presentational skills
Self motivation and an ability to work under pressure and to tight timescales
Managing customer projects tools and techniques
Previous experience at delivering projects for corporate customers
Knowledge of O2 products and services
Commercial awareness
MS Office applications (MS Project an advantage but not essential)
Knowledge of O2’s billing systems
Available to work flexible hours
Frequent travel and some overnight stays
Home based working
Full driving licence
Published at 25-07-2010
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