Customer Success Advisor

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.

• Department: Sales – Customer Services Advisor.
• Salary: £22,000
• Location: Giacom, Hessle

About the Team

A Team of 4 advisors providing Customer Service for our non-account managed partner base.

About the Role

Provide direct support to our non-account managed partner base in a timely and accurate manner. Using all available Internal & External resources to provide a high level of service putting our partners at the centre of all communications.

Role responsibilities:

• Resolving inbound queries and requests for information from external and internal partners
• Take end to end ownership of queries and resolve in a timely manner in line with company SLA’s and expectations
• Giving support over the phone, email and using our live chat facility
• Working with our partners to complete orders on our Hosted Voice product and working with vendors to complete Number Ports
• Resolving customers tickets relating to failed orders and escalating requests to our Technical Support Team
• Working within our internal systems to complete account migrations
• Liaise with our departments such as Sales and our Service Desk as and when required
• Onboarding new Partners into our Cloud Market
• Maintain up to date records on our CRM system
• Train and up-skill partners where necessary
• Keep up to date of the marketplace/industry in which Digital Wholesale Solutions and Giacom operates
• Process & support on additional requests from Partners – Setting up and delivering on Vendor/Product Demos
• Deal with and support Business Partners
• Guiding Partners to the relevant product resources within Cloud Market & External Vendor
• Explaining commercial guides to Partners looking for specific product information
• Carry out any ‘ad hoc’ assignments as and when required
• Remain compliant with health and safety company policy and legislation

Essential:

• Exceptional level of written and verbal communication skills across all levels.
• Proven experience in a Customer Services or Sales Role
• Professional and friendly telephone manner.
• The ability to cope with multiple tasks and deadlines.
• Excellent time management and organisational skills.
• Ability to manage and prioritise own workload whilst working independently with minimal supervision.
• Excellent attention to detail.
• Friendly, polite, and professional attitude.
• High level of accuracy and numerical ability and attention to detail
• Ability to set priorities for incoming tasks from several different sources in order to meet deadlines, ability to work under pressure and with conflicting and changing priorities.
• Competent user of MS Office, Excel & Word.

Desirable:

• An understanding of the Cloud Services Industry (Advantage but full training will be given).

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), days off for special life events. 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 www.digitalwholesalesolutions.com 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

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