Channel Provisioning Executive

Company Overview:

Established in 2006, FluidOne is an award-winning provider of Connected Cloud Solutions with a £110m turnover and focus on customer service, consistently achieving one of the highest Net Promoter Scores (NPS) in the industry, securing 84 for Q1 2026. Underlying its services is FluidOne’s national fibre network, Platform One, which is the most connected network in the UK. FluidOne has a strong company culture enjoyed by 460 staff and was ranked in the top 50 Best Companies to work for in the UK awards 2023 and in the top 25 Technology companies to work for in the UK.

FluidOne supports the needs of 2,000+ customers, including 200 channel resellers, with services covering connectivity, SD-WAN, cyber security, IT managed services, mobile, IoT, UCaaS and CCaaS. Addressing the needs of SME, mid-market and Enterprise, FluidOne consults with its customers to design solutions that complement their in-house IT structures. FluidOne takes complex hybrid multi-site environments and makes them simple and secure, so end-users can access their business applications wherever they are.

Role Overview 

The Channel Provisioning agent will be an organised and diligent individual with strong attention to detail and persistence. The successful candidate will have experience in provisioning project connectivity products including Ethernet and Broadband services requiring civils works, wayleave and traffic management issues.

Our Channel Provisioning team are skilled in managing a high number of customer orders over a range of products and maintaining responses within SLA. They also provide support to Channel Partners ordering through FluidOne’s online portal, DASH. Workload and tasks are dynamically allocated by the team manager as required and demanded by business and customer needs.

Responsibilities: 

• Receiving orders or requests for updates from clients via the ticketing system. Responding to those tickets within the agreed SLA and managing that order or issue through to completion.
• Ensuring provisioning stages are followed during product delivery to our clients and reflected accurately on FluidOne’s ticketing system
• Keeping clients updated on order progression in writing and according to the provided email templates and timetables for communication within FluidOne’s ticketing system
• Answering client queries by phone and email within the Provisioning SLA or as required by your line manager
• Working with other members of the Channel Provisioning team to ensure all tasks are completed in a timely manner and within defined KPIs, OLA and SLAs
• Working closely with 3rd party carriers and internal teams to ensure that orders follow the shortest possible path from signature to billing
• Ensuring provisioning conforms to the FluidOne product SLAs
• Upholding FluidOne’s Service Teams Unified Service Standards
• Adhering to quality communication standards defined by FluidOne
• Adhering to FluidOne’s Security and Data Protection and confidentiality Clauses
• Making recommendations for process change and training opportunities where appropriate
• Undertaking any other duties deemed suitable by management
• Maintaining job related training as required by management

Requirements:  

• Attention to detail and a proactive approach is crucial to this role
• Flexible, analytical and practical problem-solving skills
• Excellent oral and written communication skills
• Previous Telecommunications provisioning experience

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Benefits after probationary period: 

• Subsidised health and dental care 
• Employee Assistance Programme (EAP)
• Life assurance (3x salary)
• Discount platform 
• Pension contribution – 5% company contribution
• Generous holiday entitlement
• One day off for birthday
• Half price internet connectivity
• Ride2Work scheme
• Department incentives
• Volunteer day scheme 

Send CV with covering letter to recruitment@fluidone.com with the job title as the subject field.

FluidOne is an equal opportunities provider and welcomes applications regardless of sex, marital status, ethnic origin, disability, religion, sexual orientation, or age.