At a Glance
- Tasks: Coordinate customer service delivery and provide first-class support in a dynamic telecoms environment.
- Company: Established telecommunications provider with a focus on customer experience.
- Benefits: Competitive salary, full-time role, and opportunities for career growth.
- Other info: Ideal for those looking to build a long-term career in telecoms.
- Why this job: Join a collaborative team and make a real impact on customer satisfaction.
- Qualifications: Strong communication skills and a proactive approach to customer service.
We're currently recruiting on behalf of a well-established and growing telecommunications provider based in Dunfermline, who are looking to appoint a Customer Experience & Service Delivery Executive to join their expanding team. This is an excellent opportunity for someone who enjoys working closely with customers, coordinating service delivery, and providing first-class support. The role offers a varied workload spanning customer relationship management, service coordination, order provisioning, and first-line support, making it ideal for someone looking to develop a long-term career within the telecoms and technology sector. The successful candidate will become a key part of the business, helping to ensure customers receive an outstanding experience from onboarding through to ongoing support.
Working as part of a collaborative and customer-focused team, you will act as a central point of contact for customers, suppliers, and internal departments, ensuring services are delivered efficiently and issues are resolved promptly.
Key Responsibilities- Customer Relationship Management
- Develop and maintain positive relationships with existing customers.
- Conduct regular customer contact and service reviews.
- Support customer retention initiatives and promote a positive customer experience.
- Act as a trusted point of contact for customer enquiries.
- Service Coordination & Delivery
- Manage the provisioning of telecoms and connectivity services.
- Process customer orders and service requests.
- Coordinate number porting activities and service migrations.
- Schedule installations and liaise with engineers, suppliers, and customers.
- Monitor order progress and provide regular updates.
- Customer Support
- Handle inbound customer enquiries via telephone and email.
- Perform basic troubleshooting and diagnostics for broadband and telephony services.
- Log, update, and manage support tickets.
- Escalate technical issues to specialist teams where appropriate.
- Administration
- Maintain accurate customer records and documentation.
- Ensure all service requests and customer interactions are recorded within internal systems.
- Support operational processes and service delivery activities as required.
The ideal candidate will be highly organised, customer-focused, and confident managing multiple priorities in a busy environment.
Essential Skills & Experience- Strong communication and interpersonal skills.
- Excellent organisational and administrative abilities.
- Ability to prioritise workload and manage competing demands.
- A proactive and professional approach to customer service.
- Confidence working with CRM systems and business applications.
- Experience within telecommunications, connectivity, broadband, or IT services.
- Previous experience in customer success, service delivery, account coordination, or customer support.
- Understanding of VoIP, hosted telephony, broadband, or related technologies.
- Experience using ticketing or support management systems.
If you feel like this could be the role for you then please send your CV to mhodson@serlimited.com or give Michael Hodson a call on 01254 781300.
Provisiong Coordinator in Dunfermline employer: SER
Join a dynamic telecommunications provider in Dunfermline, where you will be part of a collaborative team dedicated to delivering exceptional customer experiences. With a strong focus on employee development and a supportive work culture, this role offers the chance to grow your career in the telecoms sector while enjoying competitive benefits and a positive work environment.
StudySmarter Expert Advice🤫
We think this is how you could land Provisiong Coordinator in Dunfermline
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SER. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SER before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Provisiong Coordinator in Dunfermline
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SER:Your cover letter is your chance to shine! Tell us why you want to work at SER specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SER!
How to prepare for a job interview at SER
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
