JOB DESCRIPTION.
Job Title Provisioning Co-Ordinator
Reports to Provisioning Team Leader
Department Services & IT Operations
Type of Position Full Time
Working Hours Normal Business Hours (40 hrs per week)
ROLE PURPOSE.
Reporting directly to the Provisioning Team Leader, the Provisioning Project Co-Ordinator holds a pivotal role in
delivering Network Services (NS). The Provisioning Project Co-Ordinator is responsible for actively managing NS
orders, serving as the single point of contact for customers whilst co-ordinating carriers, other third parties,
internal engineering teams and triggering billing of these services. The role includes managing first line
escalations and working with the PMO when required. This position requires the ability to confidently and
effectively communicate information both internally and externally with a focus on building and maintaining
relationships to deliver excellent customer service.
KEY INTERFACES.
• Sales Support
• Account Managers
• Customer Stakeholders
• Internal Operations Project Co-Ordinator
• Core Network Engineers
• Billing Team
• Service Delivery Managers
• 3rd Party Carriers/TPMs
RESPONSIBILITIES.
• Act as the primary point of contact for customers for NS order delivery, responsible for providing order
updates throughout the NS order journey, setting and managing customer expectations and building
customer relationships to deliver excellent customer service
• Work with carriers to raise carrier orders and drive delivery of NS orders to agreed customer and/or
internal schedules
• Work with internal project co-ordinator and engineering teams to manage technical elements of NS
deliveries, including triggering router builds, triggering configuration and internal testing of carrier services
on the core network and/or SBCaaS platform to generate customer handovers and booking engineering
resource as required
• Work with the billing team to communicate billing start dates for both carrier services invoicing Connect
and for NS services being invoiced to customers including any one off fees
• Manage first line escalations from customers as part of the wider provisioning team including raising
escalation up to line manager and beyond as per escalation process
• Raise first line escalations with carriers inline with escalation process
• Keep internal tools (WIP and provisioning workflows) up to date with order progress
• Document Management
• Foster honest trust-based relationships with customers and carriers
• Collaborate effectively with PMO when delivering NS orders as part of a wider complex solution
FORMAL EDUCATION & TRAINING.
• A minimum of A-level education, with a preference for a higher education qualification (degree or
equivalent)
KEY SKILLS & EXPIERENCE.
• Highly organised and able to manage multiple NS orders at different stages with different technologies,
keeping all associated records up to date
• Excellent verbal and written communication skills
• Strong customer service and problem-solving abilities
• Customer-focused and business-oriented, able to independently plan and exercise judgment
• High degree of initiative, self-starting, resilient, persistent, and patient
• Understanding of the NS products (e.g. connectivity, SIP, number porting, inbound calling services, etc.)
and the provisioning process for them