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- Tasks: Join our team to manage service performance and resolve issues for retail and wholesale services.
- Company: Gigaclear is a leading provider of broadband services, dedicated to delivering excellence in connectivity.
- Benefits: Enjoy a hybrid work model, with flexibility and opportunities for personal growth.
- Why this job: Be part of a dynamic team focused on continuous improvement and customer satisfaction.
- Qualifications: ITSM/ITIL Certification preferred; strong communication and analytical skills are essential.
- Other info: This entry-level role offers hands-on experience in a fast-paced environment.
The predicted salary is between 28800 - 43200 £ per year.
Gigaclear Abingdon-On-Thames, England, United Kingdom
1 day ago Be among the first 25 applicants
This range is provided by Gigaclear. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
As a key member of the Service Operations function, you will be part of the roll-out of service management in Gigaclear as part of a team responsible for managing the end-to-end lifecycle and performance of Gigaclear’s retail and wholesale services.
You will be responsible for the identification and ownership of potential and actual issues with the delivery and performance of retail and wholesale services, taking action and leading resolution across internal Gigaclear teams. You will also provide timely and effective communications and management of internal customers and stakeholders, and 3rd party wholesale support teams.
You will also identify and implement improvements across the service lifecycle to deliver continuous improvement and service excellence to our customers.
Note; this is a hybrid role, with 3 days a week based in our Head Office in Abingdon, Oxon. There is also a Saturday one in four, with a day off in the week.
Key Accountability & Responsibilities
Proactively identify and manage issues threatening or impacting service performance in assurance and delivery, and take ownership and action to resolve through to closure.
Manage reactive reports of issues that threaten or impact service performance in assurance and delivery, providing regular updates to internal teams and stakeholders on progress.
Take ownership of identified issues, understanding their full history and impact, and lead the timely resolution of issues to improve SLA performance and customer satisfaction.
Provide timely, factual, and useful updates to Gigaclear customer-facing teams, senior leaders, and 3rd party wholesale support teams, displaying accountability and a passion for service excellence.
Create and review reports and management information to provide accurate and factual data about service performance.
Carry out analysis to identify trends, root cause and improvement actions and plans to drive continuous improvement within Service Operations and the wider Gigaclear teams.
Track and manage activities, actions, and plans to deliver and realise the benefits to the business of identified improvements.
Coordinate the development and implementation of processes, workflows and efficiencies.
Document policy, processes, and work instructions as well as other relevant information to support day-to-day work, as well as training and development for Gigaclear teams.
Assist the Service Managers with any issues and provide cover for colleagues as required.
Train new colleagues in the execution of administrative, diagnostic and problem-solving activities.
Knowledge & Skills
ITSM/ITIL Certification at Foundation level and/or equivalent experience as support agent or administrator within a technology company serving retail customers.
Excellent customer management and communications skills, demonstrating a passion for service management excellence.
Continuous improvement and growth mindset, showing clear evidence of improvements identified, implemented and introduced in teams and personal development.
Solid analytical skills, able to interpret data, place it within a wider business or process context, and derive meaningful insights from it.
Excellent written and verbal communication. Able to present data and summarise technical information for a non-technical audience.
A problem solver, able to find effective solutions problems, and able to adapt and modify solutions based on changing requirements.
Able to prioritise and multi-task effectively, handling competing demands on time and staying focussed under pressure.
An experienced collaborator, able to work with technical experts and non-technical users to deliver business outcomes.
Showing a can-do positive attitude and actively helping to resolve issues.
Knowledge of telecoms broadband and VOIP products and relevant operating processes and tools.would be highly desirable
Education & Qualifications
ITSM/ITIL Certification at Foundation level desirable
Seniority level
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Seniority level
Entry level
Employment type
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Employment type
Full-time
Job function
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Job function
Other
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Industries
Consumer Services
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Service Coordinator employer: Gigaclear
Contact Detail:
Gigaclear Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Coordinator
✨Tip Number 1
Familiarise yourself with ITSM and ITIL frameworks, as these are crucial for the Service Coordinator role. Understanding these concepts will not only help you in interviews but also demonstrate your commitment to service management excellence.
✨Tip Number 2
Showcase your problem-solving skills by preparing examples of how you've resolved issues in previous roles. Be ready to discuss specific situations where you identified a problem, took ownership, and led the resolution process.
✨Tip Number 3
Network with current or former employees of Gigaclear on platforms like LinkedIn. Engaging with them can provide valuable insights into the company culture and expectations, which can be beneficial during your interview.
✨Tip Number 4
Prepare to discuss your experience with data analysis and reporting. Being able to interpret service performance data and suggest improvements will be key in this role, so think of examples that highlight your analytical skills.
We think you need these skills to ace Service Coordinator
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the key responsibilities and skills required for the Service Coordinator position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous roles or experiences that demonstrate your customer management skills, problem-solving abilities, and familiarity with service management processes. Use specific examples to illustrate your achievements.
Showcase Communication Skills: Since excellent written and verbal communication is crucial for this role, ensure your application is well-structured and free of errors. Consider including a brief section in your cover letter that showcases your ability to present complex information clearly.
Express a Growth Mindset: Demonstrate your continuous improvement mindset by mentioning any initiatives you've led or participated in that resulted in enhanced service delivery or operational efficiency. This will show your potential employer that you are proactive and committed to excellence.
How to prepare for a job interview at Gigaclear
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Coordinator. Familiarise yourself with service management concepts and be ready to discuss how your skills align with the role's requirements.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully identified and resolved issues. Highlight your analytical skills and how you've implemented improvements in service delivery.
✨Communicate Effectively
Since excellent communication is key for this role, practice summarising complex information clearly. Be prepared to demonstrate how you can convey technical details to non-technical audiences.
✨Demonstrate a Continuous Improvement Mindset
Be ready to discuss specific instances where you've contributed to continuous improvement in your previous roles. Show that you're proactive about identifying areas for enhancement and implementing solutions.
