Customer Service Advisor - Broadband

Giacom; Ovingham; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Learning & development

Birthday off

25 days annual leave

Pension plan

Refreshments in offices

Job summary

Giacom is expanding and seeks a Customer Service Advisor to join the Broadband team in Prudhoe. Full training will be provided, but a strong customer service background is essential.

You will serve as the first point of contact for complaints and work closely with resellers to manage orders and resolve issues. Key responsibilities include providing exceptional support, handling calls, and ensuring timely updates to all stakeholders.

Qualifications

• Provide exceptional support to partners and customers.
• Be the first point of contact for complaints and escalations.
• Provisioning and managing reseller orders using internal systems.
• Liaise with resellers and suppliers to resolve issues with regular updates.
• Handle incoming calls from resellers and provide technical advice.

Responsibilities

• Respond to partner inquiries promptly and professionally.
• Maintain accurate records and keep systems updated for each contact.
• Work to agreed timescales and ensure all actions are completed.

Skills

Customer service

IT knowledge

Communication

Multi-tasking

Problem solving

Job description

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 are expanding, we have an open requirement for a customer service advisor to join our Broadband team in Prudhoe.

Full technical training will be given, though you'll need to come already set with some fantastic customer service skills!!

What You'll Be Doing

• Providing exceptional support and service to our partners
• To be the first point of contact for complaints and escalations within the team and for our Resellers
• Provisioning and Managing reseller orders using our mainframe internal systems as required
• Liaise with resellers and suppliers to resolve issues, providing regular, proactive updates
• Customer Service and Support duties
• Handle incoming calls from our Resellers as required
• Investigation into root cause of recurrent provisioning issues
• Provide technical advice to resellers and internal staff
• Schedule and action all tasks to completion within specified timescales
• Ensure all systems are kept fully updated for each action and point of customer contact.

Skills & Experience

• Customer engagement skills
• IT skills/knowledge
• A desire to succeed and develop
• Exceptional communication skills
• Accuracy and attention to detail
• Ability to multi task and problem solve
• Flexible approach to work
• Excellent team player
• Self-motivated and enthusiastic
• Ability to work under pressure to set deadlines.

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.

For a comprehensive list of all our benefits, click here.

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.