Fiber2All company, as fully owned subsidiary of Vodafone, is dedicated to delivering lightning-fast fiber-optic connectivity and exceptional service. As the newest addition to the Vodafone family, the organization plays a pivotal role in accelerating fiber optic deployment and creating compelling commercial propositions that align with Vodafone's esteemed standards and values. As we expand our team, we invite you to join us on this passionate and dynamic journey, as we revolutionize how people connect and communicate in Greece.
As a Wholesale Next Generation Access (NGA) Coordinator - reporting to Wholesale & Regulatory Manager - you will play a key role in overseeing the fulfilment of Fiber2ALL's NGA services orders and driving timely resolution taking ownership of escalated matters and working closely with cross-functional teams. Ensuring that application processing will comply with regulations and provide excellent customer support by streamlining operations and supporting accurate reporting to public authorities, the coordinator will also support regulatory compliance activities.
• Manage the full lifecycle of NGA service orders in Fiber2ALL platforms (CRM/Siebel), ensuring accurate entry, tracking, and activation in line with telecom standards
• Respond to ISP inquiries, disputes, and complaints in a professional and solution-oriented manner, documenting all interactions in the system and closing cases within agreed SLAs
• Take ownership of escalated or complex cases, analyse root causes, and drive timely resolution by coordinating with internal teams and external partners
• Monitor case queues and dashboards daily, ensuring KPIs such as order accuracy, resolution times, SLA compliance, and customer satisfaction are consistently achieved
• Collaborate with cross-functional teams to streamline workflows and optimize the customer experience
• Support regulatory compliance by maintaining accurate data records and contributing to timely reporting to public authorities
• Identify recurring issues, propose process improvements, and support automation or efficiency initiatives to strengthen service delivery
• Relevant experience in a service-related role, ideally within the telecom industry
• Degree in Business, IT, or a related field would be considered as an asset
• Savviness in key systems handling, preferably in telecom services for service activation (CRM/Siebel)
• Comfortable working performance dashboards to monitor SLAs and KPIs
• Problem-solving mindset with critical thinking, attention to detail
• Good communication with customer-centric approach
• Collaborative team player who also works effectively with autonomy when needed
• Positive attitude, eagerness to learn, and commitment to continuous professional growth
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.
We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.
Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.
If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application\-adjustments/ for guidance.
Together we can.
