Provisioning Coordinator

Fife
£28,000 – £30,000 per annum
Full-Time | Permanent

The Opportunity

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.

The Role

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.

About You

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.

Desirable Experience

• 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.

“SER-IN”