The Software Engineer is responsible for the deployment and support of projects/operational tasks.  They provide technical support, resolving escalated technical issues within their own work area.

Key Activities:

They ensure that the Software Engineering policies, standards and procedures for the function that support the business aims and take into account legal, regulatory, Human Rights and policy constraints.

The Software Engineer also encourages people to share knowledge for mutual benefit in improving skills, and keeps an eye on developments in the wider IT industry; to ensure the skills within the function remain at the cutting-edge to meet future business requirements.

The role holder will leverage the experience of the relevant professional communities to discharge these responsibilities, thus ensuring knowledge sharing extends beyond the functional boundary of the role.

Essential role related knowledge, skills, qualifications and experience required:

Completes own role independently or with minimal supervision/guidance.
Uses discretion in identifying and resolving complex problems and assignments.
Specific instruction is usually given and work is reviewed at frequent milestones.
Determines when problems should be escalated to a higher level.
Experience of supporting, maintaining, and troubleshooting in an ISP environment.
Experience of release management, configuration and rollouts.
Good understanding of LAMP environments.
Good understanding of LAMP technologies.
Knowledge of Continuous Integration, TDD, Unit Testing, BDD, MySQL, Design Patterns, LAMP, Maven, Git desirable.
Experience of working in a dynamic engineering environment.
Ability to produce quality work to demanding timescales.
Ideally relevant industry qualifications or equivalent knowledge base.
Good technical understanding and experience.
Interpersonal skills working within a team environment.
Excellent trouble-shooting skills.
Outstanding ability to communicate both in written and verbal form.

Here at Plusnet, we’re very proud of our award winning products and services and our high level of customer support. We recognise that our people are critical to the success of our business so that’s why if you work with us we’ll give you a competitive salary, a generous bonus structure and a free lunch.

So if you want to be part of a fast growing business that puts its people at the heart of what it does, please apply today.

The role holder will be responsible for the production and analysis of weekly, monthly and annual reporting of credits, discounts and refunds applied to customer accounts. They will be responsible for analysing the data presenting and offering suggestions to help reduce revenue erosion through advisor behaviour and business processes.

Key Responsibilities:

Take responsibility for weekly reporting on discounts, refunds and credits which are applied to customer accounts.
Use of reporting to ensure the credits, discounts and refunds policy is adhered to across the business including CSC and development.
The ability to translate business requirements and produce detailed data for future use.
The ability to spot movements in data, flag it and correctly determine the reasons.
Be passionate about improving business processes that currently drive high levels of discounts, refunds & credits though detailed analysis of reporting.
Look to improve current reporting.
Present findings to line manager and other senior management.
Updating the credits, discount and refunds policy for new products and services delivered by the business.
To identify drivers behind behaviours or processes that lead to credits discounts and refunds being applied and reduce the amount applied.
No direct people management accountability, however, will need good people skills in dealing with other team leaders and managers across the business.
Builds and maintains a reputation and relationships with external and internal suppliers (where appropriate) ensuring that delivery is fit for purpose.
Improving customer satisfaction by highlighting areas which lead to customer complaints thus needing credits, discounts and refunds to be applied.
No specific role, however, legal and regulatory aspects to be considered.
Must be comfortable in analysing and interpreting large volumes of data and to be able to make good business decisions that drive an overall reduction in revenue erosion.
Confident in speaking to senior management to drive improved behaviours and processes.

Key Skills:

Excellent MS excel and office skills an advantage.
MS SSRS, SSIS, SSAS usage and deployment.
Experience with handling large volumes of data and data analysis.
Good communication and negotiating skills.
Good interpersonal skills and able to work across all levels of the business from advisor level to Leadership team level.
Good analytical and planning skills.
Confident and proactive.
A drive for continuous improvement.
The ability to work to tight deadlines and work under pressure to meet these.
Team player able to work as part of a small team and on own initiative.

Here at Plusnet, we’re very proud of our award winning products and services and our high level of customer support. We recognise that our people are critical to the success of our business so that’s why if you work with us we’ll give you a competitive salary, a generous bonus structure and a free lunch.

So if you want to be part of a fast growing business that puts its people at the heart of what it does, please apply today.

The role holder MUST have previous Product Management experience.

They will responsible for one of more aspect of product management of one or more of Plusnet’s products and services. They will also be responsible for the design and management of subsequent changes/ improvements to Plusnet’s product portfolio (eg, price changes, new product launches).

They will be responsible for owning the in-life product lifecycle and performance, managing 3rd party suppliers and contributing to the overall product strategy.

They will have responsibility for managing the products and services supplied by Plusnet to ensure customer satisfaction, optimum product economics and minimise risk to both Plusnet and our customer satisfaction.

The successful candidate will be expected to recommend changes, improvements and adjustments necessary to live products during the lifecycle via liaison with the relevant departments and external suppliers.

Responsibilities include line management of supporting Product Leads/Specialists, ensuring performance of Plusnet products against their designed lifecycle and managing External Supplier relationships and cost control.

The role holder will be responsible for management of in life improvement or Get well programmes, product satisfaction of our customers and supporting and driving the sales channels, marketing and proposition change requests.

They will need to work with operations and service delivery on feature enhancement and cost reduction, work with Sales on specials offers or incentives and undertake the ownership of any legal and regulatory obligations whilst supporting and influencing Industry Forums and User Groups.

Key Skills Required: 

Experience of Product Management ESSENTIAL.
Excellent commercial skills.
Excellent strategy development skills.
Experience of working with 3rd party suppliers.
Ability to work closely with Development Teams and be able to make business rules related judgements.
Expert user of MS Powerpoint, and able to write and deliver clear presentations & recommendations to all levels of business.
Strong project management ability.
Ability to work independently.

Here at Plusnet, we’re very proud of our award winning products and services and our high level of customer support. We recognise that our people are critical to the success of our business so that’s why if you work with us we’ll give you a competitive salary, a generous bonus structure and a free lunch.

So if you want to be part of a fast growing business that puts its people at the heart of what it does, please apply today.

The Customer Relationship Lead is responsible for:

The planning, successful execution and follow up for a diverse range of customer retention, x-sell and up-sell campaigns, along with producing their annual budget, monthly forecast, and other business reporting as required.

The CRM will carry out innovative and sometimes complex projects to their completion, and thoroughly analyse maturing data in order to make sound recommendations for next steps that aim to improve our net results.

The role holder will be responsible for conceptualizing and managing a diverse range of customer retention campaigns and initiatives. This includes idea generation and exploration, preparing and presenting proposals, overseeing the creative and production processes and championing successful execution.

Analysing campaign outcomes in detail, using a variety of proprietary software applications. Drawing insights and presenting results clearly to facilitate sound decision making on next steps.

They will be responsible for building a detailed, bottom-up annual budget for areas of responsibility, supplying key inputs to the quarterly reforecast, using the most accurate, up-to-date information available. The role holder must be prepared to discuss assumptions used for developing budgets and forecasts.

Key Skills Required: 

BSc degree with major in Marketing required.
4-6 years’ experience in a direct marketing environment, preferably with experience in both acquisition and retention marketing.
Continuity, including retention and cross selling strongly preferred.
Effective verbal and written communication on all levels and both internally and externally.
Strong analytical, technical and mathematical abilities.
Self-motivated, analytical, quick learner, organized, detail-oriented, multi-tasker.
Prioritizes workload and meets deadlines for a variety of marketing “deliverables”.
Demonstrates initiative with a results orientation, while exhibiting strong drive and leadership skills.

Here at Plusnet, we’re very proud of our award winning products and services and our high level of customer support. We recognise that our people are critical to the success of our business so that’s why if you work with us we’ll give you a competitive salary, a generous bonus structure and a free lunch.

So if you want to be part of a fast growing business that puts its people at the heart of what it does, please apply today.

The Lead is responsible for providing leadership of projects, dealing with all relevant issues, often without the guidance of the manager.

The Lead meets business objectives, solves business problems and furthers business success by applying industry, applications and technical knowledge through the definition of high level solutions. In addition they may work proactively with the business to define new product developments.

They will ensure that the Systems and Software Engineering policies, standards and procedures for the function that support the business aims and take into account legal, regulatory, Human Rights and policy constraints.

The Lead will also provide invaluable industry experience within the function in a mentoring-type role, and building a coaching culture across the Software Engineering teams. This involves straightforward coaching, but also, helping people to understand what software skills matter within the company. The role holder also encourages people to share knowledge for mutual benefit in improving skills, and keeps an eye on developments in the wider IT industry; to ensure the skills within the function remain at the cutting-edge to meet future business requirements.

The Lead will leverage the experience of the relevant professional communities to discharge these responsibilities, thus ensuring knowledge sharing extends beyond the functional boundary of the role. The role holder may also play a key part in the BT wide professional communities.

The role holder will champion innovation within his/her areas of responsibility.

The Lead will effectively manage a team/s of individuals & engineers responsible for daily SW delivery tasks, Facilitate regular team and individual 1-2-1 meetings and effectively communicate with team members at all times.

They will ensure all team members are managed to mutually agreed objectives and development plans and there are opportunities to develop and build on their respective skills through a meaningful personal development plan and ensure there is a succession plan for each role in the team.

The Lead will effectively manage the team’s absence using the absence tool, manage over and under performance as required and be expected to recruit and induct effectively any new team members whether internal or external to the business.

The Lead must embody Plusnet’s core values of employee participation, commitment, team-work and open and honest communication.

The Lead will be expected to lead the development and implementation and ongoing management of the Plusnet Engineering framework as a combination of tools, techniques and measures and consistently apply the framework across the Software Engineering teams and projects.

Key Skills Required:

10 years direct experience in software development and/or programming design and systems management.
Proven experience in development and implementation of software solutions.
Proven experience in Test Driven Development software development processes including; Test Driven Development and Continuous Integration.
Proven experience in source control systems including GIT and Subversion.
Direct, hands-on experience with automated software and system management tools.
Strong knowledge of system and software quality assurance best practices and methodologies.
Extensive experience with core software applications, including Mysql5, Jboss5.
Technically fluent in programming languages, including PHP, Java.
Knowledge of database design and file management techniques.
Working knowledge of network and PC operating systems; including OSX, Linux, Ubuntu.
Knowledge of network hardware, protocols, and standards.
Excellent understanding of the organization’s goals and objectives.
Knowledge of applicable data privacy practices and laws.
Good project management skills and/or substantial exposure to project-based work structures.
Knowledge of Continuous Integration, TDD, Unit Testing, BDD, MySQL, Design Patterns, LAMP, Maven, Git desirable.

Here at Plusnet, we’re very proud of our award winning products and services and our high level of customer support. We recognise that our people are critical to the success of our business so that’s why if you work with us we’ll give you a competitive salary, a generous bonus structure and a free lunch.So if you want to be part of a fast growing business that puts its people at the heart of what it does, please apply today.

The role holder will be responsible for:

Managing the on-time, on-cost and on-quality delivery of concurrent projects within Plusnet’s Development Roadmap, as defined and prioritised by the business.

Liaising with Project Sponsors to assist them with the initial project concepts, and then proactively engage all areas of the business in order to specify, agree and deliver the processes and functionality required to be developed in line with Plusnet’s C2M process. They will be accountable for all change projects within the business.

Concurrent deliverables, from concept, through to in life support and go live, covering people, process and systems, including the financial impact for owned elements. Some limited interface with 3rd party suppliers, which may involve ensuring timeliness and quality of deliverables will be required.

Ensuring leadership and direction for the project management team, ensuring all performance, leadership and managerial accountabilities are fulfilled in line with Plusnet policy and process.

Key Skills Required: 

Operates in a learning context with guidance from project sponsors and more senior project personnel but requires minimal supervision. Expected to escalate issues, which have exceeded the expected project boundaries, to the appropriate higher authority.

Has developed communication and diplomacy skills used to persuade and influence with a growing ability to engage and inspire clients at peer level. May also share issues and work on solutions with external consultants.

Should be able to manage and direct the project team, ability to act as a mentor for a Project Leader. Will coach new project management recruits and offer guidance to more junior project staff.

Demonstrable experience and capability to manage projects under the following assumptions; that the technical solution would already be largely proven and main suppliers would have been previously used. The level of risk to the business is clearly outlined and should be low.

Has sound understanding of concepts and principles in project management and a basic knowledge in other subjects or disciplines, which are relevant to the content of the project (eg, six sigma and network management processes).

Here at Plusnet, we’re very proud of our award winning products and services and our high level of customer support. We recognise that our people are critical to the success of our business so that’s why if you work with us we’ll give you a competitive salary, a generous bonus structure and a free lunch.

So if you want to be part of a fast growing business that puts its people at the heart of what it does, please apply today.

The role holder will be responsible for resolving security related problems and tasks within agreed SLA and supporting the servers and systems of Plusnet PLC. Providing in hours support and out of hours support (on a rota) in order to maintain maximum availability of all business servers and systems.

The role holder MUST have experience in these essential areas:
Network and system vulnerability management.
Vulnerability and exploit testing.
Log analysis.
LAMP.

The role holder will be expected to:
Maintain operational stability of all business servers and services.
Resolve problems and tasks within SLA.
Provide out of hours support on a rota.
Embody Plusnet’s core values.
Understanding content of workflows to best support customers and drive the satisfaction rates.
Seeks to continually drive improvement in the day-to-day operation of the Networks Operations team.
Ability to implement and manage change effectively.
Provide support to the business for problem resolution.
Ensuring successors are identified within team and deputies appointed to protect the consistency of the operation in the absence of the team leader.
Influences the decisions and actions of individuals or groups in order to benefit the business and acts as a catalyst for change and stimulates and supports others to change.
Ability to analyse and interpret business and performance data.
Deliver any other reasonable requests from your line manager or senior management team.
Be accountable, where possible, by using Workplace and Internal Communications for daily projects.

Key Skills Required: 

Experience of supporting, maintaining, and troubleshooting in an ISP environment.
Experience of server management, configuration and rollouts.
Good understanding of IP network environments.
Good understanding of Linux environments.
Good understanding and usage of penetration testing methodologies.
Good understanding of PHP and coding frameworks.
Experience of working in a dynamic environment.
Ability to produce quality work to demanding timescales.
Ideally relevant industry qualifications or equivalent knowledge base.
Broad understanding and experience of enterprise level technology.
Interpersonal skills working within a team environment.
Excellent trouble-shooting skills.
Outstanding ability to communicate both in written and verbal form.

Here at Plusnet, we’re very proud of our award winning products and services and our high level of customer support. We recognise that our people are critical to the success of our business so that’s why if you work with us we’ll give you a competitive salary, a generous bonus structure and a free lunch.

So if you want to be part of a fast growing business that puts its people at the heart of what it does, please apply today.

The Front End Web Developer is a creative interface designer that designs interfaces for journeys through the Plusnet portfolio of websites and systems.

The role holder must be competent in XHTML coders capable of building standards compliant, accessible and browser compatible web pages in line with design briefs for Plusnet projects and applications.

The role holder will work closely with the Front End Developers and PHP developers and with other members of the Development process to complete changes to Plusnet‘s internal and external websites.

The Front End Web Developer will be expected to Take Creative briefs from the Business (eg, Creative Lead) and produce high quality journeys, interfaces and visual concepts in line with the company branding and work closely with key areas of the business such as the Business Analysts to make sure all conceptual work is fit for purpose before build commences.

They will facilitate both pre and post user-testing to highlight potential flaws in the conceptual work and take pre-designed screens either designed by the web designer themselves or from other sources and build XHTML and CSS web pages from them.

The successful candidate will build web pages in line with our internal coding standards, published external standards, accessibility guidelines and will be fully working in all browsers officially supported by Plusnet and make changes to graphical layouts using industry standard graphics packages.

The Front End Web Developer is expected to keep themselves at the forefront of styles and trends within the industry and provided recommendations on how Plusnet may or may not use these in line with our branding and keep up to date with changes and advances in XHTML, CSS and other relevant standards.

They must keep up to date with changes in Web Browser technology and what that means to Plusnet standards support and ensure compliance with Plusnet coding standards at all times.

The Front End Web Developer will propose solutions to briefs and make decisions on how best to provide the interfaces for user involving the relevant people in the design and decision making process and make changes to graphical layouts using industry standard graphics packages.

They will work closely with the front-end developers to understand how best to implement concepts and flows in the production process and work very closely with the software development team so a solid understanding of software development and template integration is needed.

Key Skills:

Demonstrate creative flair with an eye for detail.
A solid understanding of design and layout principles.
Experienced in creating intuitive and user friendly interfaces.
A good knowledge of XHTML and CSS and building to cross browser and platforms.
Understand the importance of WAI and how to build pages that are accessible.
Strong knowledge of creating optimised images for the web.
Ability to work to brand guidelines and a brief as required.
Ability to work with and apply logical structured naming conventions when dealing with images, HTML, CSS, and other file types within directories.
An understanding of harnessing technologies such as JavaScript and Flash and the implications these can have.
A good knowledge of the web industry.
Experience of content management system functionality.
Excellent knowledge of industry standard imaging software eg, Photoshop, Illustrator.
Understands emerging technologies and is at the forefront of current design trends.
Excellent and clear communication skills, including the ability to present ideas to others.
The ability to understand and apply feedback as required.
The ability to work comfortably individually as well as in a team.

Here at Plusnet, we’re very proud of our award winning products and services and our high level of customer support. We recognise that our people are critical to the success of our business so that’s why if you work with us we’ll give you a competitive salary, a generous bonus structure and a free lunch.

So if you want to be part of a fast growing business that puts its people at the heart of what it does, please apply today.

The role holder will define strategy for improving customer tenure by reducing churn through proactive retention and loyalty initiatives, and will look to increase revenue from existing customers through cross sell and up-sell initiatives. Accountable for churn reduction targets and up-sell/cross-sell volume and revenue targets, the role holder will have specific retention and loyalty experience, a good grasp of marketing and CRM expertise, in order to develop market leading retention programmes that will engage, inspire and convert customers into brand and loyal advocates.

Key responsibilities are:

To develop and implement a strategy to drive revenue and business growth through increasing customer life time value & tenure.
Develop marketing plans to maximise cross sell and up sell through all consumer touch points and communication channels.
Proactively work with the insight team to understand key drivers for customer churn.
Works closely with key stakeholders around the business to build and deliver a cross-functional churn reduction work programme.
Work closely with customer insight/CRM team to develop the capability to promote relevant special offers to existing customers to increase revenue from the existing customer base.
To manage the design, development and implementation of customer marketing activity to support the overall marketing strategy, plans and objectives.
To be the voice of existing customers internally to ensure their needs are addressed in line with all new acquisitions & to drive retention and loyalty.
Own and analyse customer requirements and act as the customer’s champion. Work with marketing communications to define, deliver and drive delivery of new products and/or propositions within channels/product lines.
Develop marketing programmes to retain those customers who are likely to churn and drive overall loyalty so fewer customers consider churning in the first place.
Management of a direct report (at Lead level) to deliver all existing customer communications including service change notifications.
Manage relationships with key stakeholders, partners and suppliers, both internal and external.
Typically leads on activities with high impact on Plusnet’s brand or strategic direction.
Should have recognised accountability and visibility with leadership team.  Will present business cases, marketing plans, evaluation reports etc to marketing leadership team within own area.
Likely to be responsible for the effective expenditure of marketing budgets and ownership of related ROMI targets.

Key Skills Required:

Extensive retention marketing experience and a good understanding of the whole marketing mix, with specific experience in loyalty & CRM.
Influencing and strong communication skills.
Analytical skills.
Relationship management skills.
Ability to develop and sustain close working relationships cross functionally.
Previous experience of managing marketing agencies/external suppliers to deliver effective marketing campaigns.

Here at Plusnet, we’re very proud of our award winning products and services and our high level of customer support. We recognise that our people are critical to the success of our business so that’s why if you work with us we’ll give you a competitive salary, a generous bonus structure and a free lunch.

So if you want to be part of a fast growing business that puts its people at the heart of what it does, please apply today.

Responsible for coordinating the corporate collection of customer intelligence and information ensuring that it is turned into a strategic asset; developing and implementing a customer insight research programmes and projects including customer segmentation to improve our understanding of customer needs and expectations and inform future business improvement.

The role holder will develop and implement a customer insight database providing a critical management tool in driving service development to match customer and citizen needs and contribute to strategic planning; scoping future development of additional service areas, extending contact channels, and developing a corporate culture of service excellence.

Key Responsibilities:

Reporting at a senior level to advise on and help to develop business priorities and strategy.
Advising on the appropriate range of insight tools. Working with relevant parties to develop clear objectives which translate into insight objectives.
Helping to define what action is going to be taken as a result – being clear about the output of insight activity at the starting point – not at the end.
Investigating the links between customer and business outcomes and ensuring that these are established, measured and tracked.
Ensuring that all insight (including research and evaluation projects) fits and informs organisational business strategy as well as overall customer insight programme.
Commissioning and managing major insight programmes, including segmentation and customer journey mapping.
Coordinating and gathering of customer insight across key project areas on an organisation-wide level, with close alignment to analytical services, research and communication in particular.
Disseminating key findings of insight and research programmes across the organisation in the timeliest way, ensuring that the information is widely understood and actionable.
Communicating insight and research findings outside the organisation where appropriate, to partners and related organisations and collaborating with these organisations where applicable on joint insight work.

Key Skills Required:

Experienced and fully competent in own area.
Acts as a key contributor in a complex/ critical environment.
Ability to lead and motivate cross functional teams to ensure delivery to cost, quality and time.
Co-ordinates activities of others (team leader).
Has depth of expertise in several areas.
Applies knowledge/ skills to a range of activities.
Acts as a source of technical expertise to others in own area.
Interprets client needs, assessing the full requirements, identifying solutions to standard and non-standard tasks/ queries and offering assistance even when not asked.
Interprets internal/ external business issues and recommended best practice in own discipline and makes changes to own and others work to meet these.
Manages costs for specific projects.
Manages own time to meet agreed targets.
Develops plans for projects in own area over the medium/ long term, including forecasting/ organising all resource requirements and finance.
Able to explain difficult concepts to a variety of audiences and to ensure that the meaning is understood.
Creates informal networks with key contacts outside own area.
Has a comprehensive understanding of professional communities relevant to the LOB and uses the PC development framework to maximise the potential of themselves, their team and the wider Plusnet team.