Operations Coordinator in Cardiff

Please note this is a hybrid working role requiring attendance at an office in Cardiff (Llanishen) twice a week.

About Us

At Kerv, we leverage the power of technology to help our customers stay ahead. We do this through our brilliant people who focus relentlessly on the customer and their needs, delivering world‑class cloud solutions and digital transformation. Launched in July 2020, Kerv is a next‑generation ‘customer‑first, cloud‑first’ provider, created to help customers achieve successful business outcomes in a new digital era.

All About The Role

At Kerv, we’re not just about cutting‑edge cloud solutions and digital transformation services. We’re on a mission to put people and customers first, always. Founded with a vision that values creating an exceptional workplace and building meaningful client relationships over chasing revenue, we’re here to revolutionise the tech industry with a heart.

As an Operations Co‑ordinator your responsibilities include the provisioning and support of Voice, Data, Mobile, and Unified Communications.

Responsibilities

• Provision all products – Mobile, Data hardware provisioning, connectivity, VoIP, inbound and outbound voice, compliance products and SIP.
• Communicate with customers and suppliers to coordinate delivery, provide regular updates, and manage handovers upon completion.
• Ensure timely and successful delivery of services to customers.
• Address any issues related to orders and faults, while meeting all service level agreements (SLAs).
• Conduct fault diagnostics and collaborate with suppliers/customers for resolution.
• Keep customers informed through phone and email communications.
• Manage tickets and workflows using ServiceNow.
• Perform general administrative tasks, including billing entry.
• Maintain strong technical expertise in telecommunications systems and networks, including PBX systems, VoIP technologies, call routing, and data networks.
• Be proficient in configuring, troubleshooting, and maintaining telecommunications equipment and systems.
• Apply strong problem‑solving and analytical abilities to quickly assess and resolve complex telecommunications issues.
• Exhibit excellent communication and interpersonal skills, building relationships with stakeholders at all organisational levels.
• Apply knowledge of industry regulations and best practices related to telecommunications.
• Apply proficiency in project management methodologies and tools.
• Demonstrate attention to detail and commitment to delivering high‑quality work.
• Prioritise and manage multiple tasks in a fast‑paced environment.
• Use strong organisational and time‑management skills.

Qualifications

• Minimum of 3 years of experience in managing telecommunications systems and networks.
• Strong understanding of telecommunications infrastructure, protocols, and technologies.
• Familiarity with telecommunications standards and regulations.
• Excellent knowledge of project management principles and methodologies.
• Ability to stay updated with the latest industry trends and technologies.

Company Values

• Think Customer First
• Team is everything
• Spread good vibes
• Build future
• Do the right thing

At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of an amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.