Order Manager

We’re looking for an organised, proactive and customer-focused Order Manager to join our Order Management Team.

In this role, you’ll take ownership of the end-to-end delivery of our connectivity and voice services, ensuring orders are progressed efficiently, customers are kept informed, and agreed timescales are met wherever possible. You’ll work closely with customers, suppliers and teams across the business to coordinate activity, resolve issues and deliver a consistently high-quality customer experience.

This is a great opportunity for someone who enjoys managing multiple priorities, solving problems and working collaboratively to get the right outcome for customers.

We’re Building an Inclusive Workplace

At Zen, we want everyone to feel welcome, valued and able to be themselves at work. We recognise that every individual brings different experiences, perspectives and strengths, and we believe those differences help us build better teams and deliver better outcomes for our customers.

We’re committed to creating an environment where people can develop, be recognised and enjoy what they do. We’re also happy to discuss part‑time working, flexible working or reasonable adjustments as part of the recruitment process, and we’ll support wherever possible

What You’ll Bring

You’ll be an excellent communicator with a genuine passion for delivering a great customer experience. You’ll be comfortable managing orders through multiple stages, working with internal and external stakeholders, and keeping customers updated throughout their journey.

You’ll also bring strong analytical and problem‑solving skills, with the ability to manage your own workload, prioritise effectively and take ownership of cases through to resolution. Experience within a Communications, ISP, Managed Services or IT Services environment would be advantageous.

Key Responsibilities

• Proactively manage voice and connectivity orders, working to deliver within expected timescales.
• Take ownership of multiple orders and deliverables at different stages of provisioning, including orders of varying complexity
• Deliver a service that supports a consistently excellent customer experience.
• Handle customer contact across calls and email, providing clear responses, appropriate solutions and regular updates through to resolution.
• Raise, manage and progress internal and external customer escalations.
• Coordinate activity across the business to support the delivery of more complex solutions.
• Manage exceptions where orders are delayed, fail or require additional intervention.
• Work closely with teams including Sales, Billing, Technical Support, Project Management and Product Management to deliver the right outcomes.
• Build and maintain effective relationships with key suppliers, supporting progress against expectations.
• Identify opportunities to improve products, systems and processes.

Candidate Profile

We’re looking for someone who can bring a mix of customer focus, ownership and attention to detail. You’ll ideally have:

• Experience in a Provisioning or Order Management role, or experience working within an ISP or Managed Services Provider.
• Strong communication skills, with the ability to build relationships with people at all levels and with varying levels of technical knowledge
• Exposure to suppliers such as Openreach, BT Wholesale, CityFibre or similar providers
• Excellent customer service skills, with a high standard of written and verbal communication.
• The ability to manage deadlines, organise your workload and work with minimal supervision
• Strong analytical and problem‑solving skills
• Confidence working on your own initiative
• A supportive and collaborative approach to teamwork
• A willingness to give and receive feedback in a constructive way
• A positive approach to demonstrating Zen’s values and happiness objectives.
• Kindness, understanding and the ability to listen to others.
• Strong attention to detail and good personal organisation.

If you’d like to find out more about the role, you can contact the hiring manager, Nick H, by calling 01706 902 275, or email HR@Zeninternet.co.uk

Recruitment Agencies

Please note that we do not require agency support for this vacancy. We work with a small, preferred supplier list and will contact those agencies directly if support is needed.

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 what life is like at Zen, take a look at our careers page. Or, if you 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

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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