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Wholesale NGA Coordinator
2 weeks ago
At Vodafone, we're not just shaping the future of connectivity for our customers – we're shaping the future for everyone who joins our team. When you work with us, you're part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.
We are setting up and scaling a dedicated Fiber Company (Fiber2All), as fully owned subsidiary of Vodafone. This company is dedicated to delivering lightning-fast fiber-optic connectivity and exceptional service. As the newest addition to the Vodafone family, this new company 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.
What you'll doAs 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
1–2 years of 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.
What's in it for youCompetitive pay, bonus & remuneration package
Private Health & Medical Insurance
Hybrid way of working: a blend of 60% remote and 40% office-based working, including the option to work up to 20 days from abroad
Remote work equipment to help you create a comfortable, ergonomic workspace at home
Unlimited access to learning resources and trainings
Vodafone Parental Leave: 16 weeks of fully paid parental leave to all employees regardless of gender, sexual orientation or length of service
Spirit of Vodafone Day: one day each quarter dedicated to your personal development
Extra days off: Fiber2All Day, Family Day, Volunteering Day
Needless to say, we cater for your communication wherever you are
Office amenities (subject to the office location): such as restaurant, beauty corner, gym and parking
Special employee offers and discounts
#LI-Hybrid #Vodafonespirit #Togetherwecan
Who we areWe 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 for guidance.
Together we can.
