Provisioning Coordinator
Fife
£28,000 – £30,000 per annum
Full-Time | Permanent
The Opportunity
Were 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.
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