Provisioning Agent

Provisioning Agents are responsible for provisioning new services for customers, providing walkthroughs and guidance to allow customers to use Gradwell products and services without issue. You will also be required to provide administrative support to the project team and new customers, including (but not limited to) provisioning broadband circuits and importing telephone numbers to the Gradwell platform.

You will also be required to complete the handover of new customers, to our BAU support channels, ensuring that the customer has all the information at their fingertips, so that they can effectively utilise services provided by Gradwell.

This is a customer-centric role at the heart of Gladwell’s Service operations. You’ll be exceptionally well-organised with obsessive attention to detail, with a passion for delivering excellence in customer service. Excellent communication skills (written and verbal) along with a keen problem-solving attitude are essential to perform well in this position.

**Responsibilities**
- Processing of provisioning activities including lines and connectivity
- Submitting number ports and performing associated administrative tasks
- Managing and processing additional work requests using our ticket-based CRM
- Liaise, co-ordinate and maintain relationships with carriers and suppliers
- Support, co-ordinate and maintain relationships with internal teams
- Update and maintain project documentation and systems
- Carry out customer service tasks to support the wider team when needed

**Essential Job Requirements**
- Interest of current industry trends for the Internet, Telecoms and IT industries
- Some work experience in an administrative role
- Willingness to learn
- Dedication to providing excellent customer experience
- Excellent written and verbal communications skills
- Excellent attention to detail and level of accuracy
- Ability to use initiative and manage own workload effectively

Role Competencies
- **Professionalism** - Approaches others in a tactful manner and manages departments expectations. Treats others with respect and consideration regardless of their status or position.
- **Teamwork** - Balances team and individual responsibilities. Gives and welcomes feedback. Contributes to building a positive team spirit whilst supporting everyone’s efforts to succeed
- **Problem solving **- Identifies and resolves problems in a timely manner, gathering and analysing information skilfully. Develops alternative solutions and escalates as appropriate.
- **Technical skills **- Commits to being knowledgeable and up-to-date within relevant technologies. Strives continuously to build knowledge and skills, especially within the business’ core areas. Shares expertise and knowledge with others.
- **Time Management**- Prioritises work in accordance with current needs and manages their time effectively.

Core Competencies

Gradwell has a unique and valued culture. All Gradwell employees can identify strongly with the personality traits and values set out below.

Personality
- **Down to Earth **- Gradwell people are straight forward and grounded
- **Friendly** - Gradwell people like to make the work place a fun and relaxed place to be
- **Helpful **- Gradwell people will always look for ways to help each other and their customers
- **Persistent **- Gradwell people can be relied upon to get the job done - whatever it takes

**Values**
- **Pioneering**
- **Proactive**
- **Personal**

**In return we offer**:

- A generous basic salary (based on experience and qualifications)
- Great funded training opportunities
- Progression opportunities as part of a fast growing, successful company
- Opportunities for flexible hours
- Life Cover
- Company Pension Scheme
- 32 days holiday (24 days + Public Holidays) increasing with long service
- Paid sick pay of 20 days a year
- Subsidised Bupa dental cover (after probation)
- Subsidized gym membership (after probation)
- Cycle to Work Scheme (after probation)
- Charity day (after probation)

Free Broadband Service (after probation)

**Job Types**: Full-time, Permanent

**Salary**: £21,000.00-£23,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Flexitime
- Free parking
- Gym membership
- Life insurance
- On-site parking
- Private dental insurance
- Referral programme
- Sick pay
- Wellness programme
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday

**Experience**:

- customer service: 1 year (preferred)
- Administrative: 1 year (preferred)
- Telecommunication: 1 year (preferred)

Work Location: Hybrid remote in Leeds, LS3 1HS