Partner Support Advisor

Reports to
Team Leader




The Partner Support Advisor (PSA) is the “front line” of 9’s Partner Operations

Help Desk and plays a vital role in the success 9 Group. A PSA fulfils a number of roles that contribute to providing the excellence of service to our Channel Partners, which 9 Group is known for.

Working in one of our support teams in our modern, spacious and comfortable office in Stonehouse.  Alongside your colleagues, you will be responsible for and contribute towards working with suppliers to provide an excellent level of service to our Partners (customers).  

The job is varied and involves working on the phone, email, CRM and supplier portals and every day will offer a fresh challenge. 

A typical day will involve processing and updating orders/ faults, answering questions about products & services, whilst giving administration and technical support. 

Do not be put off if you haven’t worked in telecommunications before, we provide job role specific training and just ask that you have good communication skills, customer empathy, self-motivation and the ability to manage and prioritise several tasks at once with attention to detail. 

Plus, if we have not already caught your attention, we provide free lunch on a daily basis! 

Roles and Responsibilities

  • Answering and responding to Partners and end users via telephone or email 
  • Handle and resolve customer complaints in a calm polite manner 
  • Completion of routine administrative duties 
  • Liaising with multiple departments to process orders, applications and requests 
  • Monitor and report on business impacting issues relating to key accounts 
  • Liaising with internal and external auditors and dealing with irregularities as they arise 
  • Work on several tasks at once and prioritise own workloadas operationally required 
  • Training new and existing colleagues 

Qualifications and Experience Required

  • Experience within a Customer Services environment  
  • Experience in all Microsoft Office applications, specifically Microsoft Excel.
  • Previous experience working in Telecoms would be an advantage. 


  • A-Level or equivalent (Preferred) 


Skills Required

  • Communication Skills – verbal and written 
  • Attention to detail and accuracy 
  • Customer empathy and a helpful attitude 
  • Commercial appreciation 
  • Problem solving ability 
  • Strong numeracy and analytical skills 
  • Ability to explain concepts and detail to the layperson 
  • IT literate 
  • Ability to work independently and on own initiative as well as part of a team 
  • Enthusiasm, self-motivation & willingness to operate flexibly 
  • Well organised and methodical 
  • Strong interpersonal skills and proven ability to develop effective working relationships with a range of Partners, clients and suppliers 
  • Understands the need for diligence with reporting and identifies any risk areas 

Other Information

Full time permanent role working 9.00am – 5.30pm. 

25 days holiday plus Bank Holidays. 


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