Service Request Coordinator

Location: Dumbarton and Chippenham, United Kingdom; desk-based work in a secure environment

Salary: £31,529 per year

Company

hirify.global is a UK communications group operating brands including BT, EE, Openreach, and Plusnet, serving consumers, businesses, public sector organisations, and communications providers.

What you will do

• Manage the end-to-end delivery of complex customer service requests in line with contract terms and operational targets.
• Process bespoke service requests through the Service Request Management and Fulfilment process using ITIL guidelines.
• Keep customers informed through status updates and standard reporting.
• Identify risks, manage jeopardy situations, and own escalations through to resolution to protect customer SLAs.
• Coordinate with BT departments, customers, contracts, third parties, and fulfilment teams for design, costing, and delivery.
• Improve contract-specific processes to increase customer satisfaction and profitability.

Requirements

• Good IT literacy, including MS Office, with the ability to work accurately across multiple systems.
• Ability to prioritise multiple complex orders and workloads.
• Ability to work independently and collaboratively.
• Customer-focused approach and strong communication skills.
• Willingness to undergo Government Security Clearance to SC level; this requires residence in the UK for at least five years.

Nice to have

• Customer and contract knowledge.
• BT product and service awareness.
• ITIL and compliance knowledge.

Culture & Benefits

• Secure, desk-based working environment supporting national defence infrastructure.
• Online private GP access 24/7 for employees and immediate family.
• Paid carers leave of up to two weeks.
• Enhanced maternity, paternity, and adoption leave.
• Pension contributions of 5% from the employee and 10% from hirify.global.
• Holiday purchase scheme, discounted BT and EE products, and optional healthcare, dental, and gym benefits.