Customer Service Advisor - Broadband

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 an exciting opportunity for a Customer Service Advisor to join our Broadband Team. 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.

What You'll Be Doing

• Monitor and track the order from the start through to implementation.
• 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.
• To 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, and this means 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.
• 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.

Skills, Qualifications And Experience

• Experience in a customer facing 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.
• 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.

What’s in it for you?

• Investment in your future career with a variety of learning and development opportunities.
• No dress code - embrace the freedom to bring your whole self to work.
• 25 days annual leave, plus bank holidays. You’ll even get your birthday off, too!
• A pension plan for your future.
• Complimentary refreshments in all our offices.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.