Service Delivery Coordinator

Pine Media Broadband

Sheffield

On-site

GBP 28,000 - 33,000

Full time

6 days ago

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Benefits offered by this job

28 days holiday

Company pension

Company phone

Friendly working environment

Home broadband (after six months)

Sick pay (after six months)

Cycle to work scheme (after six months

Job summary

Pine Media, a Sheffield-based ISP, seeks a Service Delivery Coordinator to manage the end-to-end order journey across phone, email and web chat. You will track progress, communicate updates, and ensure orders reach on time, with the team spanning NOC, Field Engineers and admin.

This role sits in a fast-paced environment focused on quality and proactive problem solving. Based in our Sheffield office, you’ll be the frontline for customer queries before, during and after orders, ensuring activation

Qualifications

Experience in an order progression, coordination or customer service role.
Confident with customers across phone, email and web chat.
Strong organisational skills to manage multiple orders.
Attention to detail in records and appointment times.
Familiarity with order management and CRM tools.
Ability to stay level-headed under pressure.
Ability to work with minimal supervision.

Responsibilities

Own orders from acceptance to completion, meeting committed dates.
Spot stalled orders and chase actions to unblock them.
Keep order records and dates accurate in systems.
Answer pre-order enquiries and update customers at each stage.
See services through to activation and confirm working before closing.
Coordinate returns and manage CPE stock.
Hand off to NOC or FND teams when needed.

Skills

Order progression coordination

Customer service

Organisation

Attention to detail

CRM tools

Communication under pressure

Independence

Tools

CRM systems

Order management systems

Job description

About Pine Media

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.

About Pine Media

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 & Updates

Answer pre-order enquiries about coverage, packages and timescales, and assist customers placing orders online.
Set expectations with the customer at each stage: confirmed appointments, realistic dates, no surprises.
Update customers proactively when dates move, so they hear it from us first.
Handle inbound order queries across phone, email and web chat, escalating complaints to the Customer Experience Manager.

Service Activation & Quality Assurance

See services through to activation and confirm the customer is genuinely working before closing the order.
Check completion evidence and job quality, raising failed or substandard work for rework.
Feed repeat causes of failed activations back into process improvement.

Returned Asset Processing & CPE Management

Process returned routers and CPE: chase returns, test, log and restock.
Keep CPE stock records accurate and flag shortfalls before they affect installs.
Manage faulty unit returns to suppliers.

First Line Faults & Troubleshooting

Take first line faults from customers by phone, email and web chat, capture the symptoms and confirm who and what is affected.
Check for known outages, incidents and planned work before treating a fault as isolated.
Run first line diagnostics: ONT and router status, line and speed checks, Wi-Fi and in-home setup.
Fix what can be fixed at first line — reboots, reconfiguration, CPE swaps — and record the cause and the fix.
Raise trouble reports when a customer reports a performance issue that first line testing can’t resolve, with the diagnostics and test results attached.
Hand off to the NOC or the FND team when the fault sits in the network or needs an engineer visit, with the diagnostics already done.
Keep the customer updated until the fault is closed, escalating complaints to the Customer Experience Manager.

How You’ll Work

We want someone who follows through: jobs closed properly, promises to customers kept, and problems raised early rather than hidden. You’ll have a weekly one-to-one with your manager and a full appraisal every twelve months, and you’ll get honest feedback and support to develop.

What Success Looks Like

By 3 months — progressing live orders unaided, handling customer calls end to end, and keeping order records accurate day to day.
By 6 months — trusted to unblock stalled orders without escalation, owning supplier chases, and running CPE returns and stock without prompting.
By 12 months — spotting the patterns behind failed activations and missed dates, proposing fixes, and helping keep our processes current.

Our Values

Integrity — we foster transparency and honesty with our customers and within our team.
Passion — we are enthusiastic about what we do.
Development — we invest in each individual’s growth.
Continual improvement — we advocate working smarter, not harder.
Proactivity — we encourage taking responsibility.
Teamwork — we value support and collaboration.
Quality — we strive for excellence in all we do.

Job Details

Job Type: Full-time, permanent
Salary: £28,000.00 - £33,000.00 per year
Hours: 37.5 hours per week, Monday to Friday
Location: office-based at our Sheffield S3 office
Work remotely: No

Requirements

Essential

Experience in an order progression, coordination or customer service role in a job-based business (telecoms, utilities, field service, logistics or trades).
Confident with customers across phone, email and web chat, and with colleagues in other teams, including when the news is bad.
Strong organisation: able to hold many open orders at once and know which one needs attention now.
Accurate with detail — addresses, appointment times, job notes and records.
Comfortable with everyday systems: order management and CRM tools, supplier portals.
Keeps a level head under pressure and stays polite when others don’t.
Works well without close supervision once trained.

Desirable