Customer Service Advisor

Giacom Group; Nelson; On-site; GBP 20,000 - 30,000; Full time

Job summary

A technology solutions provider in Nelson is seeking a Customer Service Advisor to deliver exceptional support to partners and manage reseller orders. The ideal candidate should have strong customer engagement skills, an IT background, and the ability to work under pressure. The role includes comprehensive training and offers benefits such as 25 days annual leave and career development opportunities. Start date is February 2026.

Benefits

Investment in future career

No dress code

25 days annual leave plus bank holidays

Pension plan

Complimentary refreshments

Qualifications

• Fantastic customer service skills are essential.
• Desire to succeed and develop is important.

Responsibilities

• Providing exceptional support and service to our partners.
• Handling complaints and escalations from resellers.
• Managing reseller orders using internal systems.
• Liaising with resellers and suppliers to resolve issues.
• Providing regular updates to resellers.
• Conducting investigations into provisioning issues.
• Providing technical advice to resellers and staff.

Skills

Customer engagement skills

IT skills/knowledge

Exceptional communication skills

Accuracy and attention to detail

Ability to multi-task and problem solve

Excellent team player

Self-motivated and enthusiastic

Ability to work under pressure to set deadlines

Job description

Giacom is the only provider of Comms, Cloud, Hardware and Billing through one platform.

Our platform connects technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses.

We are expanding, we have multiple open requirements for customer service advisors to join our team in Nelson.

Full technical training will be given, though you'll need to come already set with some fantastic customer service skills!!

*Please note this role is due to start in Feb 2026*

What you'll be doing:

• Providing exceptional support and service to our partners
• To be the first point of contact for complaints and escalations within the team and for our Resellers
• Provisioning and Managing reseller orders using our mainframe internal systems as required
• Liaise with resellers and suppliers to resolve issues, providing regular, proactive updates
• Customer Service and Support duties
• Handle incoming calls from our Resellers as required
• Investigation into root cause of recurrent provisioning issues
• Provide technical advice to resellers and internal staff
• Schedule and action all tasks to completion within specified timescales
• Ensure all systems are kept fully updated for each action and point of customer contact.

Skills & Experience:

• Customer engagement skills
• IT skills/knowledge
• A desire to succeed and develop
• Exceptional communication skills
• Accuracy and attention to detail
• Ability to multi task and problem solve
• Flexible approach to work
• Excellent team player
• Self‑motivated and enthusiastic
• Ability to work under pressure to set deadlines.

What's in it for you?

• Investment in your future career with a variety of learning and development opportunities.
• No dress code - embrace the freedom to bring your whole self to work.
• 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
• A pension plan for your future.
• Complimentary refreshments in all our offices.

For a comprehensive list of all our benefits, click here.

Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.