Service Delivery Coordinator

Pine Media is a Sheffield-based alternative Internet Service Provider (ISP), delivering Fibre to the Premises (FTTP) connectivity to businesses and residential customers across urban and rural areas. We are constructing our own fibre optic network, utilising a combination of Openreach ducts and poles, as well as our own infrastructure. Our Service Delivery team owns the customer's journey from order to working service, alongside our Fibre Network Delivery (FND) team, who build the network itself. The Role The Service Delivery Coordinator is the primary point of contact for customers into Pine Media, and the person who keeps their orders moving. That covers the whole journey: enquiries before an order is placed, questions while it progresses, and — once a service is live — trouble reports raised off the back of a customer telling us their connection isn\'t performing how they expected. You work across phone, email and web chat, sitting between customers, suppliers and other internal teams, and you\'re usually the person who spots an order going wrong before the customer does. It suits someone organised and calm who can juggle a busy queue across several channels, likes solving other people\'s problems, and takes pride in orders that complete on time. Reports to: Customer Experience Manager Works with: the FND Manager, Field Engineers, Office Manager / Admin Assistant and our Network Operations Centre (NOC) Base: Office-based, Sheffield S3 What You\'ll Do The role holds five Areas of Responsibility. Order Progression Management Own orders from acceptance through to completion, driving each to its committed date. Spot stalled orders early and chase the internal, supplier or customer action that unblocks them. Keep order records, tasks and dates accurate in our systems so the pipeline reflects reality. Order Communications