Specialist 2 - Telephone & Provisioning

Job Summary

Job Description

Job Description – Provisioning Specialist

• Job Overview:
  • A Provisioning Specialist ensures accurate and timely activation of broadband services by managing high volume cases, resolving complex escalations, and working closely with internal and external stakeholders.
  • The role safeguards service activation, supports exception handling, and contributes to a seamless customer journey from order through completion.
• Role:
  • To deliver accurate, efficient provisioning across broadband journeys, managing escalated cases, ensuring smooth customer transitions, and maintaining strong engagement with suppliers and stakeholders.
• Key Responsibilities for this Role:
  • Core Provisioning Activities
    • Manage high volumes of provisioning cases across broadband journeys, ensuring timely progress and right first-time delivery.
    • Work through order stages including validations, exceptions, and activation steps.
    • Complete escalated provisioning workstreams including FTTC/FTTP/NowBB escalations, unsolicited cease investigations, and trumping events.
  • Exception & Escalation Handling
    • Investigate and resolve provisioning exceptions such as number port failures, import rejections, emergency services listing issues, and stalled orders.
    • Take ownership of Order Point of No Return (OPNR) investigations and inter provider ticket resolution.
  • Stakeholder & Supplier Engagement
    • Maintain strong relationships with installation partners, broadband providers, and other carriers.
    • Use channels such as provider call lines (08:00–18:00) to resolve porting and provisioning issues quickly.
    • Collaborate with internal teams (e.g., CRT, Tech Ops, Billing Assurance), sharing insights and supporting issue resolution.
  • Operational Excellence
    • Work efficiently across large, varied case volumes, ensuring tasks are prioritised effectively.
    • Maintain rigorous accuracy, attention to detail and compliance across all provisioning actions.
• Required skills (Must have):
  • Exceptional attention to detail
  • High accuracy and quality competence – ensures correct order progression, activation and service set up.
  • Strong time management – able to handle high volume caseloads, competing priorities and tight SLAs.
  • Confident stakeholder engagement – including external providers, engineering partners and internal teams.
  • Problem solving and analytical skills – to diagnose root causes, investigate failed orders and resolve complex issues.
  • Experience with escalated broadband provisioning – including FTTC/FTTP issues, unsolicited ceases, and porting exceptions.
  • System literacy – comfortable navigating provisioning systems, order histories and exception queues.
• Preferred Skills (Good to have):
  • Knowledge of number porting workflows and UK emergency services listing processes.
  • Experience supporting process improvement or defect investigation.
  • Basic data interpretation skills (dashboard reading, MI analysis).
• Experience:
  • Essential
    • Experience working in broadband, telephony, provisioning or technical operations environments.
    • Demonstrated capability handling high volumes of operational or case driven work.
    • Proven track record resolving customer or supplier escalations with accuracy.
  • Desirable
    • Exposure to complex provisioning scenarios such as FTTP migrations, number porting failures or cross provider escalations.
    • Experience contributing to MI reviews, quality checks or continuous improvement initiatives.
• Work timings (IST or UK):
  • UK
• Shift (If any):
  • Between 07:30 to 18:00 GMT

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