Pine Media Broadband
Service Delivery Coordinator
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About Pine Media
Pine Media is a Sheffield-based alternative Internet Service Provider (ISP), delivering Fibre to the Premises (FTTP) connectivity to businesses and residential customers across urban and rural areas. We are constructing our own fibre optic network, utilising a combination of Openreach ducts and poles, as well as our own infrastructure.
Our Service Delivery team owns the customer's journey from order to working service, alongside our Fibre Network Delivery (FND) team, who build the network itself.
The Role
The Service Delivery Coordinator is the primary point of contact for customers into Pine Media, and the person who keeps their orders moving. That covers the whole journey: enquiries before an order is placed, questions while it progresses, and — once a service is live — trouble reports raised off the back of a customer telling us their connection isn't performing how they expected.
You work across phone, email and web chat, sitting between customers, suppliers and other internal teams, and you're usually the person who spots an order going wrong before the customer does. It suits someone organised and calm who can juggle a busy queue across several channels, likes solving other people's problems, and takes pride in orders that complete on time.
Reports to: Customer Experience Manager
Works with: the FND Manager, Field Engineers, Office Manager / Admin Assistant and our Network Operations Centre (NOC)
Base: Office-based, Sheffield S3
What You'll Do
The role holds five Areas of Responsibility.
Order Progression Management
- Own orders from acceptance through to completion, driving each to its committed date.
- Spot stalled orders early and chase the internal, supplier or customer action that unblocks them.
- Keep order records, tasks and dates accurate in our systems so the pipeline reflects reality.
Order Communications & Updates
- Answer pre-order enquiries about coverage, packages and timescales, and assist customers placing orders online.
- Set expectations with the customer at each stage: confirmed appointments, realistic dates, no surprises.
- Update customers proactively when dates move, so they hear it from us first.
- Handle inbound order queries across phone, email and web chat, escalating complaints to the Customer Experience Manager.
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Service Activation & Quality Assurance
- See services through to activation and confirm the customer is genuinely working before closing the order.
- Check completion evidence and job quality, raising failed or substandard work for rework.
- Feed repeat causes of failed activations back into process improvement.
Returned Asset Processing & CPE Management
- Process returned routers and CPE: chase returns, test, log and restock.
- Keep CPE stock records accurate and flag shortfalls before they affect installs.
- Manage faulty unit returns to suppliers.
First Line Faults & Troubleshooting
- Take first line faults from customers by phone, email and web chat, capture the symptoms and confirm who and what is affected.
- Check for known outages, incidents and planned work before treating a fault as isolated.
- Run first line diagnostics: ONT and router status, line and speed checks, Wi-Fi and in-home setup.
- Fix what can be fixed at first line — reboots, reconfiguration, CPE swaps — and record the cause and the fix.
- Raise trouble reports when a customer reports a performance issue that first line testing can't resolve, with the diagnostics and test results attached.
- Hand off to the NOC or the FND team when the fault sits in the network or needs an engineer visit, with the diagnostics already done.
- Keep the customer updated until the fault is closed, escalating complaints to the Customer Experience Manager.
How You'll Work
We want someone who follows through: jobs closed properly, promises to customers kept, and problems raised early rather than hidden. You'll have a weekly one-to-one with your manager and a full appraisal every twelve months, and you'll get honest feedback and support to develop.
What Success Looks Like
- By 3 months — progressing live orders unaided, handling customer calls end to end, and keeping order records accurate day to day.
- By 6 months — trusted to unblock stalled orders without escalation, owning supplier chases, and running CPE returns and stock without prompting.
- By 12 months — spotting the patterns behind failed activations and missed dates, proposing fixes, and helping keep our processes current.
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Our Values
- Integrity — we foster transparency and honesty with our customers and within our team.
- Passion — we are enthusiastic about what we do.
- Development — we invest in each individual's growth.
- Continual improvement — we advocate working smarter, not harder.
- Proactivity — we encourage taking responsibility.
- Teamwork — we value support and collaboration.
- Quality — we strive for excellence in all we do.
Job Details
- Job Type: Full-time, permanent
- Salary: £28,000.00 - £33,000.00 per year
- Hours: 37.5 hours per week, Monday to Friday
- Location: office-based at our Sheffield S3 office
- Work remotely: No
Requirements
Essential
- Experience in an order progression, coordination or customer service role in a job-based business (telecoms, utilities, field service, logistics or trades).
- Confident with customers across phone, email and web chat, and with colleagues in other teams, including when the news is bad.
- Strong organisation: able to hold many open orders at once and know which one needs attention now.
- Accurate with detail — addresses, appointment times, job notes and records.
- Comfortable with everyday systems: order management and CRM tools, supplier portals.
- Keeps a level head under pressure and stays polite when others don't.
- Works well without close supervision once trained.
Desirable
- Knowledge of broadband, FTTP or network installation work.
- Experience troubleshooting broadband or connectivity faults with customers.
- Experience working with Openreach or similar third-party providers.
- Experience producing simple operational reports.
- Full UK driving licence.
Benefits
For this role:
- 28 days paid holiday, rising to 32 days after six months' service
- Company pension scheme
- Company phone
- Friendly working environment
After six months' service:
- Home broadband
- Sick pay
- Cycle to work scheme
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