Broadband Provisioning

**Broadband Provisioning & Support Agent**

The Service Delivery team are one of our fastest growing teams, and we’re looking for a new Broadband Provisioning & Support Agent to join them. Based in our newly refurbished Fareham offices and reporting into our Head of Service Delivery, you will be responsible for order and fault management related to our exciting new broadband product

You may currently be working in customer services within broadband and looking to take on a greater level of ownership or be looking for a fresh environment, where you can make the most of your broadband knowledge.

This would represent a great opportunity if you like the idea of working with a new to market product, in a brand new role which you can truly make your own.

**What do we offer?**
- Holiday rising with each year of service
- Your Birthday Off - after all it's the most important day of the year
- Christmas Closure in addition to your annual leave
- Free eye tests & support towards glasses
- Gym Discounts
- Our Employee Assistance Programme offering confidential Wellbeing Support
- Regular events and activities throughout the year including our famous Christmas Party, summer party & Employee Awards
- Company pension scheme

**You’ll get involved in**:

- Front line for incoming calls and tickets related to our customers’ orders.
- Front line for incoming calls and tickets related to any fault reporting from our customers.
- Ensuring a high level of accuracy on Customer orders
- Management of orders and provisioning activities to ensure Customers are connected smoothly and quickly.
- Liaise with Customers, Internal Stakeholders and Suppliers to positively impact delivery.
- Ownership of all provisioning related activities.
- Using our Supplier systems to order and manage provisioning tasks.
- Fault management for all Customer connections. This includes talking our customers through checks over the phone and giving guidance on physical hardware checks.
- Technical guidance and fault finding and resolution
- Constant communication so our customers see and feel that we give the highest level of service.
- Support of Team and your Team Lead to deliver the best Customer Service standards in the industry.
- Providing a wealth of knowledge for our Broadband products.
- To be the face of Aerial Direct and provide top class industry leading Customer Service.
- Constant update of customers, making sure they are clear on our process and confident in your ability to deliver their new services.
- Ensuring customers are confident and trained appropriately on their services.
- Ensuring all services are demonstrated working for your customers.
- Make recommendations to our customers on other services they could benefit from with Aerial.
- Liaising with other 3rd parties to ensure installation work is carried out quickly and to the highest of standard

**Ideally, you’ll have experience of**:

- A level of Order Management and Fault Management experience and knowledge.
- An understanding of Broadband delivery.
- The ability to manage complex order situations which require escalation and expectation management.
- Customer Service experience, with a high level of call volume.
- The ability to work alongside our Sales Managers to ensure we can deliver the very best products and service to our Customers.
- Proven problem solving and guidance experience within Telecoms and IT.

**Who are we?**
**We exist to enable our customers to have the conversations that matter. We do this through effective partnerships and a great customer experience.**:
**Working at Aerial Direct isn’t just a career, it’s a decision to be better. It’s choosing to take on interesting work that challenges you. We can promise that your hard work will be rewarded and recognised, and you’ll be given the tools, training, and support needed to do a great job.**: We are proud to be one of the UK’s leading independent providers of telecommunications. We are equally as proud of our employees who have helped us become one of the largest O2 partners in the UK.

**Our Process**
**Step 1**: Is there a fit? You’ll have a chat with our Talent Acquisition team, talk through your past experiences and what it is you’re looking for from your career

**Step 2**: Meet with your would-be manager, our Head of Service Delivery, and a member of the team to talk through your motivations, whilst also getting a feeling for Aerial Direct. You’ll run through a few scenario based questions, and get the opportunity to ask anything you’d like to learn about.

**Step 3**: If it looks like a good fit from both sides, we’ll be looking to make you an offer

**Our Values**:
**All**: We are one team enabling each other and the business to thrive

**Elite**: We will be the very best that we can be for our customers and our colleagues

**Respectful**: We dhow respect for our environment, our people and above all else, our customers

**Impeccable**: We will deliver the best custo