Wholesale NGA Coordinator

Join Us

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 do

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

Who you are

• 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