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United Kingdom
Technology Services Group Hiring for Telecoms Provisioning Coordinator at Remote Full Time
About the role;
As a Telecoms Provisioning Coordinator your role is to work within the Telecoms team to provide connectivity and telephony services to our customers via select key partners. Provisioning and coordinating the processing of ordering and deployment of connectivity and telephony services, the role is critical to the overall daily running of the Telecoms team.
The role plays a key element in maintaining customer and supplier relationships throughout each provision and project, ensuring customers are updated at all times and work is completed with precision and in an ordered manner, ensuring internal systems are continually updated and accurate.
If the successful candidate is based close to one of our TSG offices, then we would like to take a hybrid approach and ask you to attend the office a couple of times per week for regular team collaboration time.
Who are we?
TSG (Technology Services Group) are a Managed IT Services provider servicing businesses UK Wide. At TSG our people have a passion for delivering exceptional customer service, something which is proven in our consistent world class NPS score of +80. Our values are based around Quality, Ownership and Passion and these sit at the core of our business, helping us to achieve our mission.
Why should I work for TSG?
It is our people that make TSG what it is and a great place to work. We put a lot of work in to creating a trusted, open, fair culture and as a result, we have been named as one of the
‘UKs Top 100 Best Large Companies’ and one of the
‘Top 50 Technology Companies’ to work for. In addition, we have been awarded a 2 star accreditation for
‘Outstanding’ employee engagement.
‘UKs Top 100 Best Large Companies’ and one of the
‘Top 50 Technology Companies’ to work for. In addition, we have been awarded a 2 star accreditation for
‘Outstanding’ employee engagement.
Here’s why;
- Our open and honest culture where feedback is taken on-board and acted upon
- The monthly wellbeing check-ins we complete with all staff and the support provided off the back of those where needed
- Our social events. In addition to regular virtual quizzes and other ad hoc team building events, we launched the very first ‘TSG Festival’ in 2021, Team TSG’s feedback was so positive that we have another amazing all staff festival arranged for 2022
- Two paid CSR days per annum that you can use towards giving something back
- Our charity fundraising – TSG have raised over £17,000 in the last 2 years for our current chosen charity Mental Health UK. We have also recently launched our very own ‘TSG Foundation’
- Our responsibility as a business to the environment as we are working towards becoming a net carbon zero business
- Flexible working policy
- Relaxed dress policy
- Excellent progression opportunities, training and support, including recognised qualifications
Job responsibilities will include, but are not limited to;
- To provision connectivity and telephony services for customers via TSG suppliers
- Provisioning circuit orders and providing the following end to end delivery of these type circuits within SLA: PSTN and ISDN, CPS, InBound , ADSL / Simultaneous ADSL / FTTC, Leased Lines, Cloud Telephony, Mobiles
- Understanding customer requirements and what needs to be delivered
- The coordination of project delivery for hosted telephony solutions, from initial sales order through to project completion, utilising TSG project management toolkit where suitable and the supplier’s various portals. This will include monitoring and tracking notifications for rejections, delays, escalations and cancellations
- Managing connectivity orders with ISP Project Managers and necessary internal departments to deliver a successful project
- Coordinating all communication from 3rd party suppliers back to the customers
- Ensuring all customer requirements are met by 3rd party suppliers
- Manage appointments and set customer expectations for connectivity and telephony projects
- Ensure that all projects have relevant project documents where appropriate according to TSG processes, ensuing CRM and billing platforms are updated accurately
- Respond and resolve customer queries within the appropriate SLA
- Escalating orders and queries internally or with suppliers where necessary
- Manage changes to requirements during provision.
- Working with schedulers and coordinators in other teams on joint projects
- Provide and manage number porting services, both non-geo and local geo numbers via our partners portals
- Contribute to the enhancement of departmental systems and practices.
- Pre-sales assistance for hosted telephony and connectivity solutions to wider TSG
- Always deliver an excellent customer experience to maintain a high NPS and CSAT rating
- Work towards the deployment of telephony services (moves, adds, changes)
Knowledge, Skills & Experience;
- Strong experience in provisioning and managing connectivity and telephony projects
- Experience coordinating colleagues and their work
- Hosted telephony solution experience is desirable
- Strong customer service skills
- Experience working in a business to business environment
- Ordering and deployment experience of Gamma Horizon hosted telephony and Microsoft Teams Phone solutions preferred
- Good understanding of selling connectivity services/products
- Excellent organisation and time management skills
- Ability to use service provider’s portals to order their products and services such as SoGEA, FTTP and Leased Lines from Zen and Gamma
- Good at understanding the needs of the internal or external customers and keeping them in mind when taking actions or making decisions
- Good problem-solving skills
- Excellent listening, verbal and written communication skills
- Experience of working on multiple simultaneous projects/orders
- Project management qualifications would be a distinct advantage
- Industry specific courses would be an advantage
Benefits;
- Company bonus scheme
- 25 days annual leave + public holidays
- Life assurance 4 x Salary
- Contributory pension scheme at 4% matched
- Perkbox discounts
- Paid CSR Days
- Company sick pay
- Income protection cover
- Enhanced Maternity and Paternity pay
- Home-based and hybrid opportunities
- Long service benefits including increased annual leave accrued with service
- Cycle to work scheme
- Employee recognition scheme
If this sounds like the role for you, please apply today to be considered.
