Broadband Provision Advisor

Company Description

Giacom is the only provider of Comms, Cloud, Hardware and Billing through one platform.

Our platform connects** **technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses.

We have a comprehensive portfolio of technology products and services that gives our partners the competitive advantage to build bigger and more successful businesses by providing their customers with the best solutions and customer experience possible.

We value diversity and inclusivity above all else, creating an environment where our team members can be their whole selves, every day. We believe that by embracing different perspectives and backgrounds, we can truly make a difference and shape a better future.

Are you ready to join us in our mission to supercharge UK business growth through technology enablement?

**Job Description**:

- ** Department**:Operations
- ** Salary**: up to £22,500 D.O.E + Comprehensive benefits package
- ** Location**:Hybrid - Nelson (minimum 3 days a week in office)

**Role Overview**

This role is working in our Provisioning team supporting our partners (our customers) with the installation of Broadband. Our sales team sell the products, and your role is to then work with different people, companies, or suppliers to ensure the Broadband is installed. First and foremost, you will be living and breathing the Giacom philosophy of ‘excellence in customer service’ and providing a best-in-class service to your colleagues, external suppliers, and our partners.

**Responsibilities & Accountabilities**
- Monitor and track the order from the start through to implementation (To put this into context for you, an order should take on average 10 days to get installed.)
- Support and monitor linked landline orders.
- Ensuring suppliers’ portals are kept up to date (in real time) for the purpose of ordering and obtaining order updates.
- Liaise with resellers and suppliers to resolve issues, providing regular, proactive updates.
- Escalating issues to suppliers to ensure key deliverable dates are met.
- Own customer issues through to resolution and escalate to the next level of support or management when required.
- Fully immerse yourself as a team player in this team. Helping others when required and you might be asked to assist with ad-hoc tasks from time to time by your manager.
- Schedule and action all tasks to completion within specified timescales.
- Carry out any ‘ad hoc’ assignments as and when required.
- Handle incoming calls from our Resellers as required.
- Investigation into root cause of recurrent provisioning and fault issues.
- Provide technical advice to resellers and internal staff.

**Qualifications**:

- Experience in a customer facing (internal and external) role.
- Solid demonstrable working knowledge of Microsoft Office packages
- You've mastered the art of communication; we mean things like your listening skills, clarity when you speak and you’re comfortable picking up the phone if you need to and won’t shy away from it.
- A desire to succeed and develop skills.
- Accuracy and attention to detail is paramount.
- You are a problem solver at heart and have experience in solving problems no matter how big or small.
- The ability to take ownership, priorities and follow up issues and work under pressure.
- Flexible approach to work.
- Being a team player is paramount to us in this role and more importantly you enjoy being part of a team.
- Self-motivated and enthusiastic.
- This is a fast paced, busy role so we are seeking people who won’t be phased by this. You will need to be resilient and have experience of working in a similar role.

Additional Information

Firstly, we believe in giving you the freedom to be yourself. Say goodbye to rigid dress codes and embrace your individuality. We encourage you to be yourself at work, allowing you to thrive in an environment that celebrates your uniqueness.

**And the Giacom benefits ?**

From 25 days of holidays, to a pension plan, we've got you covered. And here's a special treat - you'll enjoy an additional day off around your birthday.

We care about your well-being and engagement. That's why we have a dedicated team focused on ensuring your well-being and satisfaction at work. We want you to feel supported and empowered every step of the way.

Recognition is important to us. We believe in acknowledging your hard work and achievements. That's why we organise team and industry events to celebrate your successes and foster a sense of camaraderie among our team members.

We also provide an Employee Assistance Programme, helping you maintain your well-being and providing support when you need it. Professional development opportunities are available to help you achieve your personal goals, and we even offer eye care vouchers and discounted Medicash membership.