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- Tasks: Coordinate service management and resolve issues for retail and wholesale services.
- Company: Join Gigaclear, a company dedicated to empowering communities with brilliant broadband.
- Benefits: Enjoy flexible working, generous holiday, health plans, and continuous training opportunities.
- Why this job: Make a real impact by improving service performance and customer satisfaction.
- Qualifications: ITSM/ITIL certification and strong communication skills required.
- Other info: Collaborative culture with clear paths for progression and employee recognition.
The predicted salary is between 36000 - 60000 £ per year.
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.
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.
- Good knowledge of telecoms broadband and VOIP products and relevant operating processes and tools.
- 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 to 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.
Education & Qualifications
- ITSM/ITIL Certification at Foundation level
Staff rewards, benefits and opportunities
We foster a collaborative, engaging culture that empowers staff to grow and maximise their skills. We want to challenge our people in a fair environment where hard work is rewarded and a path for progression is open to all.
- Generous employer pension; up to 8% matched contribution
- Income protection & life assurance
- 25 days holiday (plus bank holidays), holiday purchase scheme and Yay Days!
- Health cash plan, 24/7 remote GP access and Employee Assistance Programme including counselling & legal advice
- Unlimited access to online training and development content via our Learning Management System
- Long service benefits and monthly employee recognition
- Enhanced maternity and paternity provisions
- Flexible working environment
- Health & Wellbeing initiatives and company funded social events
Our approach is to work guided by our mission, vision and values.
Our Mission - Empowering communities with brilliant broadband
Our Vision - Connected Communities
Our Values - Own it, Find the Right Way, Work Together, Win Together
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
Network like a pro! Reach out to current or former employees at Gigaclear on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding Gigaclear's services inside out. Be ready to discuss how you can improve service performance and customer satisfaction based on your past experiences.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled issues in the past. This will demonstrate your ability to own and resolve challenges effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the Gigaclear team.
We think you need these skills to ace Service Coordinator
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with service management and problem-solving. We want to see how your skills align with the role of Service Coordinator at Gigaclear!
Showcase Your Communication Skills: Since you'll be providing updates to various teams and stakeholders, it's crucial to demonstrate your excellent written communication skills. Use clear and concise language in your application to reflect this.
Highlight Continuous Improvement: We love a growth mindset! Share examples of how you've identified and implemented improvements in previous roles. This will show us that you're proactive and committed to service excellence.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Gigaclear
✨Know Your Stuff
Make sure you brush up on ITSM/ITIL principles and have a solid understanding of telecoms broadband and VOIP products. Being able to discuss these topics confidently will show that you're serious about the role and can hit the ground running.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've identified and resolved issues in previous roles. Highlight your analytical skills and how you've used data to drive improvements. This will demonstrate your ability to take ownership and lead resolutions, which is key for this position.
✨Communicate Effectively
Practice summarising complex information in simple terms. You'll need to communicate with both technical experts and non-technical users, so being able to present data clearly is crucial. Think about how you can convey your passion for service excellence through your communication style.
✨Emphasise Continuous Improvement
Be ready to discuss specific instances where you've implemented improvements in your past roles. Show that you have a growth mindset and are always looking for ways to enhance processes and service delivery. This aligns perfectly with Gigaclear's commitment to service excellence.