Customer Service Advisor – Provisioning

Reports to
Installations Manager




9 Group is a leading service provider of telecommunication and data services to UK business customers. We are recruiting a talented Customer Service Advisor within our Retail division, based at our Luton Office.

Reporting directly to the Installation Manager. The holder of this post will possess excellent communication skills, combined with an attention to detail, excellent team working skills and a drive to reach a common goal. The Customer Service Advisor will control all aspects of provisioning/porting, from placing the order through to completion.

Roles and Responsibilities

  • Ensure the answering of incoming calls are carried out as efficiently as possible, maintaining a friendly and professional manner
  • Creation of customer records within Company database
  • Ports services to a hosted platform, set them up and programs
  • Liaising with Internal and external customers, Business Development Managers, suppliers and engineers
  • Update work queues and internal reports
  • Update product and pricing
  • Handles provisioning/porting escalations
  • Managing provisioning/hosted queues by email
  • Ensure that customers are kept fully informed of any delays or failure to meet contracted obligations
  • Liaise with other teams involved in the solution along with third parties
  • Liaise with the customer from the start of any project through to completion, ensuring that all aspects of the project have been delivered as specified
  • Maintain and improve administration process and follow through all current company policies and procedures
  • Creation of customer records within Company database

Qualifications and Experience Required

  • Outstanding customer service skills and excellent telephone manner.
  • Strong background in Customer service work.
  • Good working knowledge of Microsoft Office, Word, Excel, Outlook.
  • Experience of problem solving.
  • Understanding of telecoms hardware, connectivity, peripheral telecoms equipment, headset, leads, use of CRM software.

Skills Required

  • Excellent oral and written communication skills
  • Demonstrate excellent time management skills
  • Must work well independently
  • Ability to interface at all levels within the organisation
  • Highly computer literate
  • Have a genuine interest in working with and helping customers
  • Be able to work as part of a team
  • Approachable and friendly manner
  • Be numerate and quick-thinking
  • Be patient and calm
  • Be able to handle complaints and difficult situations
  • Understand computer systems/Microsoft Office products

Other Information

This role will be based at our Luton Office based, minimum working week of 39.5 hours.

If you like an exhilarating working environment, lots of challenges and a rewarding career, then this is the place for you. You will get to work and learn alongside some inspirational people and play a vital role in the growth of our business.

Full training will be given and we have great prospects for the right people, enhanced by great benefits including a free daily lunch!


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