Bionic

Operations

• Manage operational performance across the supplier panel, ensuring suppliers meet agreed operational charters and SLAs
• Develop and improve supplier processes and implement efficiency improvements with stakeholders
• Monitor supplier performance with the Live Rate team, resolve operational issues and escalate where needed
• Act as a key Bionic contact in weekly supplier meetings
• Plan and coordinate monthly and quarterly operational and strategic reviews
• Build supplier relationships and represent Bionic at relevant external events
• Support Commercial leads with new and existing supplier contract reviews
• Identify opportunities to add new suppliers and expand the product offering with existing partners
• Own and manage the Connectivity pricing portfolio across broadband, VoIP, mobile and other products
• Keep pricing accurate and up to date
• Work with the Senior Commercial Manager on pricing and proposition changes to improve commercial performance
• Support training and up-skilling of Sales and Live Rate teams on products, propositions and market developments

Supplier & Operations Manager, Telco

Customer Support

• Answer and reply to customer calls and emails
• Maintain a positive, empathetic, and professional attitude toward customers
• Update queries and complaints with high-quality notes
• Carry out inquiries when customers are unhappy
• Work toward targets such as inbound call volume
• Ensure customer satisfaction and provide professional customer support
• Meet regulatory standards, including Data Protection and FCA Guidelines
• Participate in a one-way video submission and a one-hour in-person interview with hiring managers in the Luton office

Customer Service Advisor

General

• Own, investigate, and resolve customer complaints to meet business and customer expectations
• Manage each customer's end-to-end journey through the complaint process
• Ensure customer interactions exceed expectations
• Proactively contact complainants with regular updates and information about expected outcomes
• Produce regular complaints reporting for key stakeholders
• Identify root causes and provide analysis to drive continuous improvement in the customer journey
• Work toward targets including complaint closures and response times
• Work with Compliance to ensure adherence to complaint regulations and policies
• Deliver fair outcomes for consumers in accordance with complaint-handling procedures and regulations

Customer Resolution Expert

Business Development Rep

• Create entirely new routes to market through strategic enterprise partnerships
• Drive inbound lead volume by winning and onboarding new strategic enterprise partnerships
• Target and penetrate high-value enterprise prospects while identifying new strategic opportunities
• Own the complete sales cycle from initial outreach and discovery through commercial negotiations, contracting and signature
• Collaborate with Product, Commercial and Marketing teams to identify routes to market and shape bespoke commercial propositions
• Model and forecast opportunities to balance revenue potential against investment and implementation effort
• Lead opportunities through launch, ensuring excellent internal handovers and maintaining momentum throughout implementation
• Continuously improve enterprise partnership identification, pursuit and conversion processes
• Build relationships with C-level executives and senior decision-makers
• Coordinate Product, Technology, Marketing, Legal and Operations teams to deliver partnerships

Senior Business Development Manager

Administration

• Act as the main point of contact between customers and energy suppliers to ensure contracts are processed correctly and without delay
• Liaise with customers and suppliers to resolve issues during the switching process
• Gather outstanding customer information required to finalise contracts and ensure accurate submissions
• Coordinate supplier terminations and confirm necessary information is captured in internal systems
• Monitor and address outstanding contracts to keep records accurate and up to date
• Identify and recommend process improvements to streamline workflows and enhance efficiency
• Support internal teams with training and guidance to reduce recurring administrative issues
• Collaborate with teams across the business to ensure consistent performance and high-quality service delivery

Supplier & Operations Manager, Telco

Customer Service Advisor

Customer Resolution Expert

Senior Business Development Manager

Sales Administrator