Broadband Provision Advisor

  • Full-time
  • Department: Operations

Company Description

We're a continually growing, innovative and multi-award-winning wholesaler and distributor of communications, cloud, billing and hardware products and services. 

We work in a fast-paced and exciting industry, where we have forged strategic partnerships and relationships with the UK's top telcos, networks, and vendors, including BT, TTB, Vodafone, Virgin Media O2, EE, CityFibre, Sophos, Microsoft and Samsung.

As a Channel-only business, we never sell directly to the end-user. Instead, we serve a market of independent resellers, which we proudly refer to as our partners. 

We offer our partners a market-leading and comprehensive product portfolio, intuitive portals and platforms and a passionate team of industry experts.

We make a complex industry as simple as possible for our partners, enabling them with a commercial platform to sell the latest technologies and solutions to the resilient UK SMB market.

We have huge aspirations to challenge our industry and what we do, and we continuously dream big for the future. As a team of over 750 people, we're all immensely proud to work for a rapidly expanding company with an incredible culture that puts our team members and partners at the heart of everything we do.

Job Description

  • Department: DSL Provide
  • Salary: £21,500 p.a.
  • Location: Office locations Southampton or Nelson – with some home working

About the Team

Digital Wholesale Solutions have an exciting opportunity for a Customer Service Coordinator to join our Broadband Team. 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,

About the Role

This role is working in our Provisioning team supporting our partners (our customers) with the installation of Broadband and landlines. 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. First and foremost, you will 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.

Role responsibilities:

  • 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
  • Support and monitor linked landline orders
  • Ensuring suppliers’ portals are kept up to date (in real time) for the purpose of ordering and obtaining order updates.
  • Liaise with resellers and suppliers to resolve issues, providing regular, proactive 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
  • Schedule and action all tasks to completion within specified timescales
  • Carry out any ‘ad hoc’ assignments as and when required
  • Handle incoming calls from our Resellers as required
  • Investigation into root cause of recurrent provisioning and fault issues
  • Provide technical advice to resellers and internal staff


Essential Qualifications:

  • Experience in a customer facing (internal and external) role
  • Solid demonstrable working knowledge of Microsoft Office packages
  • 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
  • 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
  • This is a fast paced, busy role so we are seeking people who won’t be phased by this.  You will need to be resilient and have experience of working in a similar role.

Desirable Qualifications:

  • Telecommunications experience would be beneficial, specifically knowledge of broadband and voice provision, however, if you don't have this but do have lots of demonstrable Customer Service experience then we are all ears!  

Additional Information

Giacom, DWS and Union Street are part of the same group of companies, bringing together three leading channel solutions in telecoms, cloud software services and cloud billing. Our aspiration is to be the number one supplier in the channel.

Your job role may be focused at one of the brands, but you will interact and impact across the wider group of companies.

What’s in it for you? Why should you come and work for us?

Our benefits consist of; no dress code (you, do you),  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.

We are an equal opportunities employer, and we positively encourage applications from all eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status or pregnancy or maternity.

We aim to ensure that all applicants are provided with the same opportunities during the recruitment process, and, to that end, we strive to comply with the duties placed upon us to make reasonable adjustments as prescribed by the Equality Act 2010. Should you have a disability or long-term health condition and require a particular adjustment to be made to allow you to fully participate in the recruitment process, please ensure you let me know.

Successful applicants will be required to undertake a Disclosure Barring Service (DBS) check, provide two references and proof of right to work in the UK, unrestricted.

Here are some of the benefits that we offer…

  • 25 days holidays, plus bank holidays, and the option to purchase more!
  • Pension
  • Employees Assistance Programme
  • Professional development to help you achieve your personal goals
  • Eye care vouchers available and discounted Medicash membership
  • Access to discounts and savings at more than 1,200 retailers
  • An additional day off on your birthday

For more information on our privacy notice please refer to our Privacy and Cookies Policy by following this link -