Complex Provisioning Coordinator

Capita
Posted

  • Contact: Human Resources
  • Reference: 286551

Becoming a Provisioning Coordinator with Capita IT Services - Based in Glasgow

The Provisioning Coordinator is responsible for managing orders through the proactive role of chasing the carrier for updates, passing those updates to the customer via email and weekly tracker spread sheets, as well as attend weekly customer calls. Managing customer expectations throughout the circuit provisioning process. The role also requires the Order Manager to follow carrier escalation paths to own and drive escalations when necessary to make sure that orders are kept fluid, identify and resolve issues causing customer and carrier delays, create weekly trackers, take incoming calls from customers and suppliers, assigning billing tasks to the team and then once billing is complete, closing the internal order record.

What you will do:

Based in Glasgow this role is required to join the Provisioning Team to play a critical role in ensuring that we capture customer requirements, right first time at the point of order entry, to enable on time delivery. In additional this role ensures that our internal and external customers remain informed on the progress of their order throughout and billing is activated post order fulfilment.

Your experience will include:

  • Ownership of the full provisioning lifecycle including ordering, updating and exception handling with suppliers and providing updates to customers
  • Acceptance of inbound telephone calls and responding to specific queries related to the role from both customers and suppliers
  • Provision of PSTN, ADSL, EFM, FTTC, ETHERNET services and associated hardware

  • Contribute to educating order submitters on mandated information requirements to actively decrease the order rejection rate

  • Set customer expectation whenever necessary, on our Target Lead Times and what they can expect from our Provisioning Process

  • Build and maintain strong partnership with the Provisioning Engineer Team to enable timely completion of customer orders

  • Remain informed of carrier products, lead times and industry changes and how they interplay with our own products, lead times and ability to deliver on time

  • Identify and resolve issues causing customer and carrier delays, to own and drive carrier escalations in accordance with the relevant carrier Customer Service Plans

  • Regularly updating our internal and external customers on order progress

  • Build and maintain excellent stakeholder relationships gaining a wide range of knowledge across the product catalogue, order systems and processes

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