Wifinity

Manager

• Support the delivery of Wifinity’s operational excellence agenda by executing improvement initiatives
• Optimise processes and embed consistent ways of working across Operations
• Translate defined strategy into practical, measurable improvements that enhance efficiency, service quality, and scalability
• Work closely with operational and functional teams as a hands-on improvement lead
• Translate strategic objectives and senior-level priorities into operational improvement initiatives and measurable goals
• Work across functions to ensure improvements are aligned and deliver end-to-end value rather than isolated gains
• Identify, analyse, and support prioritisation of process improvement opportunities in collaboration with stakeholders
• Develop and maintain process maps, documentation, and standard operating procedures
• Lead and deliver transformation initiatives through process design and operational readiness.

Continuous Improvement Manager

Director

• Direct control of sector-specific delivery function; ensuring new solutions and services are delivered on time, within budget
• Working collaboratively with Network and Customer operations to ensure that services meet customer expectations
• Direct lead on maintaining and growing customer relationships; account growth
• Developing strategic direction and growth of D&PS business

Defence & Public Sector Director

Customer Support

• Delivering great customer service through phone calls, email and live chat
• Resolving issues and providing excellent customer focused service in a timely and professional manner
• Taking ownership of your cases and work towards increasing our first contact resolution response
• Handling a high number of incoming & outgoing calls, emails and chats
• Listening carefully and playing back your understanding of customers issues
• Demonstrating empathy to customers complaints
• Keeping customers informed through to resolution of the reported issue
• Using process driven troubleshooting techniques and technical expertise to resolve customer issues
• Evaluating and working to resolve complex technical faults
• Managing workflows from initiation through to resolution
• Reporting to and liaising with team members and line managers
• Evaluating and reporting any recurring quality issues
• Identifying and assessing customers’ needs to achieving and exceeding customer satisfaction
• Building sustainable relationships and trust with customers through open and interactive communication
• Handling customer queries, providing appropriate solutions and alternatives within the expected time frame and follow up to ensure resolution

Customer Service Advisor

Account Manager

• Accountable for the end-to-end management of Wifinity’s contractor partners
• Onboarding process for new contractor partners
• Monitor and analyse partner performance across KPIs
• Ensure partners uphold Wifinity’s safety, compliance, and quality standards
• Identify opportunities to optimise partner processes
• Support the design and rollout of new tools, systems, and workflows

Partner Manager – 12 month FTC

Pricing Analyst

• Take full ownership of the B2B pricing strategy and bid financials.
• Act as the commercial guardian throughout the end-to-end bid process.
• Lead the evolution of pricing intelligence capability.
• Work cross-functionally with multiple teams and own the development of comprehensive pricing models and commercial insights.
• Build sophisticated, dynamic, and scalable financial models for B2B bids.
• Ensure all commercial inputs, risks, accounting considerations are robust and validated.
• Translate bid assumptions into clear pricing structures and profitability outcomes.
• Lead variance and governance reviews across the bid process.
• Build and maintain a market intelligence framework.
• Monitor industry trends, competitor behaviours, and cost movements to inform pricing recommendations.
• Design and implement a structured bid post-mortem process.

Continuous Improvement Manager

Defence & Public Sector Director

Customer Service Advisor

Partner Manager – 12 month FTC

Senior Commercial Pricing Manager