Zen Internet
Order Manager (Business)
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About the job
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.
What you'll do
- 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.
- Liaise with key suppliers to deliver against expectations, and collaboratively managing and maintaining effective working relationships.
- Identify & implement areas for improvement (product, system, or process).
What you'll bring
- 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 TalkTalk 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.
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We’re building an inclusive work environment
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 email HR@Zeninternet.co.uk, we’d be happy to chat!
FAO Recruitment agencies & organisations: Please note that we do not need agency support to fill this role. We have a small, but great, pool of agencies on our PSL and will contact one of those if we need to.
Benefits
- 2 x Life Assurance Cover, with option to flex upwards.
- 25 days Annual leave, rising to 30 days with length of service, with the option to purchase up to 5 more.
- Access to private Medical Healthcare and a Healthcare Cash Plan.
- An extra day off for your birthday.
- Car salary sacrifice scheme.
- Continuous learning and development.
- Discounted Mobile plans.
- Flexible and Hybrid working.
- Free onsite parking.
- Internal coaching and mentoring opportunities.
- Onsite Contemplation and Prayer room.
- Onsite Electric Car Charging points.
- Optional flexible critical illness cover.
- People-friendly policies.
- Recognition awards where we celebrate the most awesome people.
- Retail discounts.
- Salary sacrifice Pension- minimum of 3% Employee contributions for a 5% Employer contribution.
- Six monthly salary reviews.
- Subsidised Nursery fees.
- Subsidised Onsite Restaurant.
- Superfast Free Reliable Broadband.
- Travel Loan and Ride2Work Schemes.
- Two days’ paid leave per year for voluntary work.
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About Zen
At Zen, we’re redefining what it means to be a business, not just through what we do, but how we do it. We believe there’s a better way of doing business.
As the UK’s largest independently owned telecommunications and technology provider, we put people and planet before profit. We’re here for the long term, never for sale, and driven by our purpose: Do right for people and planet. Being a certified B Corp is just one way we demonstrate our commitment to social and environmental responsibility. From award-winning services and industry-leading customer support to our focus on sustainability and community. Everything we do is guided by our core values, and yours.
At Zen, we know that our strength lies in our people. That’s why we celebrate individuality and diversity, creating a workplace where everyone belongs. We bring together our Zen values and personal values to build a supportive, open, and inclusive environment. Together, we grow, both as professionals and as people. We’re proud to be recognised as a Great Place to Work across multiple categories: Large Organisation, Wellbeing, Women, Development, and Technology, a reflection of the inclusive, empowering, and future-focused culture we’ve created.
We’re ambitious. We embrace innovation and welcome change. We challenge ourselves to think differently, improve constantly, and lead by example. We see every challenge is an opportunity. Every voice matters. And every success fuels a much bigger purpose.
So, if you're looking for a job where your values matter, where you can help build a future where business is a force for good, join us and help make a difference. Whether you're just starting out or bringing years of experience, your work at Zen will have real impact on our people, customers, communities, and the planet.
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