Customer Order Analyst

ROLE DESCRIPTION
Role Title : Customer Order Analyst
Directorate: Finance, IT and BI
Role Level (Grade): Core
Reports To (job title): Customer Order Manager
Direct Reports (job title/s): 0
Indirect reports (no.): 0

MAIN PURPOSE OF ROLE
Cornerstone is the UK's leading mobile and digital infrastructure provider, managing over 15,700 sites and holding 35% of the market. Our Mission is to be famous for excellence in delivery, embracing transformation with our people and our customers at its heart.
To be first point of contact for all Customer Orders into Cornerstone, responsible for receiving, validating, accepting or rejecting order requests into the business, using a pre-defined validation criterion and SLAs to ensure works requested are within Cornerstone scope and budget. Work with internal & external stakeholders to build and maintain relationships to ensure effective project delivery.

KEY ROLES AND RESPONSIBILITIES
SCOPE
This role sits within the Customer Order team and supports the intake, validation, and coordination of customer orders. It ensures that all requests are reviewed for scope, budget, and forecast alignment, and that decisions are clearly documented and communicated. The postholder maintains the central order database, supports supplier alignment, and coordinates help desk communications to ensure transparency and responsiveness.

The role requires regular interaction with internal teams, suppliers, and customers to ensure order activity is managed effectively and in line with Cornerstone's operational and commercial strategies.

DELIVERY
The Customer Order Analyst is accountable for:
•Processing all Service Order Requests (SORs) and Change Requests
•Validating requests using business reports and financial data
•Coordinating help desk activities and providing timely updates to stakeholders
•Maintaining a central database of customer orders and ensuring data integrity
•Supporting supplier alignment and managing general order queries
•Ensuring compliance with Cornerstone's operational and security obligations
•Contributing to process improvements and best practice development

Success in this role is demonstrated through the accuracy and timeliness of order processing, the quality of stakeholder engagement, and the ability to support efficient and customer-focused delivery.

ROLE EXPERTISE
This role requires strong organisational and analytical skills, with the ability to manage multiple priorities and work independently. The postholder must be confident in handling customer interactions, validating complex requests, and maintaining accurate data records.

Experience in data management, programme support, and customer service is essential. The role demands attention to detail, a proactive mindset, and the ability to work within defined processes and service levels. Familiarity with telecoms industry practices and continuous improvement methodologies is desirable.

PERSON SPECIFICATION (EXPERTISE)
Required (minimum)
KNOWLEDGE, SKILLS AND EXPERIANCE
•Experience in data management and programme support
•Experience working with demanding customers

Skills & Knowledge
•Intermediate Excel and MS Office skills
•Accuracy and attention to detail
•Ability to work independently and meet deadlines
•Clear communication and stakeholder engagement skills
•Team-oriented approach
•Demonstrated ability to follow predefined guides and processes

CORNERSTONE VALUES
Operate and uphold Cornerstones' values of Everyone Matters, Innovate to Elevate, Do the Right Thing and Customer First by being Professional, Respectful and Open