Support Coordinator Apprentice

Introduction

As our company continues to grow, we have a fantastic opportunity for a Support Coordinator to join the Fourteen IP team.

As a Support Coordinator for the Provisioning Team you will ensure requests are processed in line with company procedures and standards.

About the Employer

Established in 2011 Fourteen IP Communications is a global leader in providing AI and cloud telephony solutions to the hospitality industry. Trusted by world-renowned hotel brands including Marriott, Hilton, Hyatt, and Accor, we help properties enhance guest experience and streamline operations across more than 3,000 hotels worldwide.

We are a people centric company who are proudly accredited by Investors in People Gold Standard and believe that people are at the heart of everything we do. We believe in treating our colleagues, customers, and partners like family, and are passionate about our Innovation and communication, and continuously strive to develop new ideas and solutions that will benefit our customer and our people. Our vision is to create the most innovative solutions for the hospitality industry, enabled by people and power by AI and data intelligence.

What You'll Do

Provisioning

• Set up Maintenance Contracts on the CRM.
• Process contract renewals.
• Process Change of Ownership requests.
• Provide analysis to Account Managers on sites due for renewal.
• Order new numbers and provision emergency service numbers.
• Maintain accurate records in CRM and billing platforms.
• Work across multiple carrier portals.

Customer Support

• Receive and log customer support requests in real time via phone/email.
• Coordinate moves, additions, and changes (MAC) in line with SLAs.
• Produce accurate quotations, estimates, and proposals for chargeable works.
• Respond to and escalate customer queries professionally.

Administration & Reporting

• Ensure documentation for all orders and support requests is complete and accurate.
• Maintain accurate data in Salesforce and other systems.
• Work from reports created using Excel.
• Collaboration & Continuous Improvement.
• Communicate regularly with customers, suppliers, and internal teams.
• Contribute to process improvements and KPI achievement.
• Working towards the ‘Fourteen Way’.
• Performing any other / or additional duties as dictated by the needs of the business.

Administration & Reporting

• Ensure documentation for all orders and support requests is complete and accurate.
• Maintain accurate data in Salesforce and other systems.
• Work from reports created using Excel.

Collaboration & Continuous Improvement:

• Communicate regularly with customers, suppliers, and internal teams.
• Contribute to process improvements and KPI achievement
• Working towards the ‘Fourteen Way’.
• Performing any other / or additional duties as dictated by the needs of the business.

Training Outcome

Full-time position may be available upon successful competition of the L3 Business Administrator Apprenticeship. 

Skills Required

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Problem solving skills
• Presentation skills
• Administrative skills
• Number skills
• Analytical skills
• Logical
• Team working
• Creative
• Non judgemental
• Patience
• Strong IT skills (Excel, Mic

Qualifications

• Essential - GCSE - English - 4
• Essential - GCSE - English - 4

Course Information

Course: Business administrator (level 3)

Level: 3

Route: Business and administration

Apprenticeship Level: Advanced

Working Arrangements

Working Week: Monday to Friday 8am to 4.30pm.

Expected Duration: 1 Year 6 Months

Training Provider: WIGAN AND LEIGH COLLEGE