Customer Service Coordinator - Broadband

  • Templars Way, Chandler's Ford, Eastleigh SO53, UK
  • Employees can work remotely
  • Full-time

Company Description

At DWS we are known for IT and cloud services innovation, and creating multi-award-winning Communications, IT, Cloud and Hardware products and services. Where we differ is through selling to other businesses, not to the public, who we proudly refer to as our 'partners'. Selling wholesale to over 6,000 independent partners, we have solid relationships and HUGE buying power with leading tier-one telcos, IT vendors, hardware distributors and manufacturers, including Vodafone, O2, BT/EE, Microsoft, TTB and Virgin Media Business. Impressive, right?

We have huge aspirations to continuously challenge what we do, and we have big dreams for the future. We are 750 strong and we are all immensely proud to work for a rapidly expanding company. We're pleased as punch with our culture which stems from a place of belonging, where you can do you; simples

Job Description

What you'll be doing

  • Home based
  • Salary: £20,000 DOE 
  • Full time, 37.5 hours per week

If you work in Telecoms, you may have heard these jobs described as a DSL Provide Advisor; but here at Digital Wholesale Solutions we don’t think that this job title truly describes what you’ll be doing. This role is working in our Provisioning team supporting our partners (our customers) with the installation of Broadband. Our sales team sell the products, and your role is to then work with different people, companies or suppliers to ensure the Broadband is installed.  Keeping everyone updated along the way.

  • First and foremost, you’ll be living and breathing the Digital Wholesale Solutions philosophy of ‘excellence in customer service’ and providing a best-in-class service to your colleagues, external suppliers, and our partners
  • Monitor and track the order from the start through to implementation – to put this into context for you, an order should take on average 10 days to get installed
  • Ensuring suppliers’ portals are kept up to date (in real time) for the purpose of ordering and obtaining order updates.
  • Liaise with partners and suppliers to resolve order processing issues, providing regular updates.
  • Escalating issues to suppliers to ensure key deliverable dates are met.
  • To own customer issues through to resolution and escalate to the next level of support or management when required.
  • Fully immerse yourself as a team player in this team, and this means helping others when required and you might be asked to assist with ad-hoc tasks from time to time by your manager


What we are looking for

  • Proven experience in a customer facing (internal and external) role
  • Telecommunications experience would be beneficial, however if you don't but have lots of Customer Service experience and can demonstrate transferable skills then we are all ears!  
  • Solid demonstrable working knowledge of Microsoft Office packages is essential
  • You've mastered the art of communication; we mean things like your listening skills, clarity when you speak and you’re comfortable picking up the phone if you need to and won’t shy away from it
  • A desire to succeed and develop skills
  • Accuracy and attention to detail is paramount
  • This is a fast paced, busy role so we are seeking people who won’t be phased by this. So ideally you are resilient or have experience of working in a job like this and you enjoyed it
  • You are a problem solver at heart and have experience in solving problems no matter how big or small
  • The ability to take ownership, priorities and follow up issues and work under pressure
  • Flexible approach to work
  • Being a team player is paramount to us in this role and more importantly you enjoy being part of a team
  • Self-motivated and enthusiastic

Additional Information

What we can offer you

Our benefits consist of; no dress code (you, do you), days off for special life events, work from anywhere concept. Work with and learn from experts in the telecoms industry, a wellbeing and engagement team, 'if you want a career with us then grab it' concept, recognition and team/industry events as well as a whole host of other benefits which can be found on our website on our Careers page