Level 2 Apprenticeship - Customer Service/Provisioning Specialist

Role

Provisioning Agent are responsible for provisioning new services for customers, providing walkthroughs and guidance to allow customers to use Gradwell products and services without issue. They will provide administrative support to the provisioning team and new customers, including (but not limited to) provisioning broadband circuits and importing telephone numbers to the Gradwell platform. They will also 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 Gradwell\’s Service operations. The role requires someone who is well‑organised, has a great attention to detail and a passion for customer service. Excellent communication skills (written and verbal) along with a keen problem‑solving attitude are essential.

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 provisioning documentation and systems
• Provide regular communication and support to customers via email, telephone
• Carry out customer service tasks to support the wider team when needed
• Operate to set SLA targets

Core 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, and contributes to building a positive team spirit while supporting everyone\’s efforts to succeed.
• Problem solving – Identifies and resolves problems in a timely manner, gathering and analysing information skillfully, 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 within ICT and the business\’ core areas, and shares expertise and knowledge with others.
• Time Management – Prioritises and plans the workload in accordance with the team manager with high efficiency.

Core Values

• Engaging – Working with diverse Engineering teams and getting the best from them
• Disciplined – To meet tight timelines and drive the teams to success
• Down to Earth – Gradwell people are straightforward and grounded
• Friendly – Gradwell people like to make the workplace 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

Additional Values

• Personal – Kind, Human, Caring
• Pioneering – Expert, Masterful, Skilled
• Proactive – Driven, Energetic, Agile

Personal Qualities

• Interest in current industry trends for the Internet, Telecoms and IT industries
• Willingness to learn
• Dedication to providing excellent customer experience
• Excellent written and verbal communication skills
• Good attention to detail and level of accuracy
• Ability to use initiative and manage own workload effectively
• Can‑do attitude

Benefits

• Apprentice wage
• Great funded training opportunities
• Progression opportunities as part of a fast growing, successful company
• Opportunities for flexible hours / hybrid working
• Life Cover of 4× Salary
• Company Pension Scheme
• 32 days holiday (24 days + Public Holidays) increasing with long service and the option of holiday buying
• Paid sick pay of 20 days a year
• Subsidised Bupa dental cover (after probation)
• Subsidised gym membership (after probation)
• Cycle to Work Scheme (after probation)
• Free Broadband Service (after probation)
• Charity day
• Employee Assistance Programme and Access to Smart Health
• Long Service Awards