Provisioning Manager Responsibilities• Manage a team of 5 ensuring all daily and weekly provisioning tasks are met, including KPI monitoring, and performance reporting.• Manage internal CRM, Billing Systems and Wholesale Portals to ensure that the data is consistent and accurate across the platforms. • Order changes, making sure CRM reflects and customers informed.• Monitor and action customer facing email inboxes, which include customer requests, escalations and complaints.• Responsible for monitoring Mailbox messages for customer service, retention and verifications teams, delegating tasks if required.• Offer advice on business solutions upon request• Deal with account closings, ceases to services.• Manage Customer Leaving notifications and liaising with Retention Manager to ensure correct information is given for them to work with.• Manage losing accounts and termination charges for early contract terminations.• Dealing with customer escalations over the phone or by email, offering solutions where applicable.• Providing reports for Customer Service managers from CCCS reporting tool.• Liaise with wholesale account managers to ensure that supplier SLA’s are adhered to, and negotiate new products available for end users, including negotiations on prices, and set up costs.• Find solutions for complex provisioning issues, ensuring they comply with pricing strategies and customer expectations.• Ensure that products provided for End Users fit within budgeting and pricing strategies, monitoring on a monthly basis through Wholesale CDR’s.• Provide daily/weekly reports on Provisioning and Broadband functions to Directors and Senior Management.• Manage new packages to ensure attractability and company margins are maintained.

Manage all provisioning functions within the company to ensure a smooth provisioning lifecycle for new customers, while meeting customer and business expectations. Ensuring that clear and concise communication channels exist with customers, and colleagues within the contact centre.Responsibilities :-• Provisioning of PSTN lines and ADSL broadband ensuring processes are followed.• Assess order instructions, validate requests and information.• Liaise with internal departments to collate additional information required.• To input and update information on internal database to ensure customer records are up to date, ensuring excellent customer service.• Process and track orders on supplier websites.• Work alongside Product and Costing managers for necessary approval for additional costs and changes to proposed solutions and manage changes with service providers.• Ensure by constant updates that information contained within the internal database is updated and contains up to date order status information.• Follow cease procedures to make sure all circuit cancellations are passed through quickly negating cost exposure.• Help with quote requests from FSE’s and provide costing information relating to circuit quotations.• Verifying new customer accounts with FSE’s ensuring all T&C’s are covered relating to customer contracts.• Dealing with inbound customer service calls regarding billing, phone and broadband faults and queries.

Responsibilities :-• Reporting system outages to internal IT departments for resolution.• Posting open outages on an internal status page, sending out communications on major service affecting issues.• Providing regular incident bulletins to support staff concerning open issues• Providing expert advice to all support staff in the resolution of Incidents, including negotiation with internal customers and IT teams in order to resolve issues which may delay resolution• Actively managing the monitoring and resolution of stalled or breached jobs with 2nd and 3rd line groups• Ensuring effective and rapid response to Major Incidents• Ensuring that any service breach is suitably recorded and described before it is closed.• Reviewing and recommending, as appropriate, changes to support processes to ensure continuous improvement of the System Outage management process.• Providing guidance on System Outages to all support staff and assist in their training and knowledge development• Reviewing and improving the accuracy and content of the Service Management System knowledge base

Responsibilities :-• Receiving inbound fault related calls from internal 1st line and offshore (India) agents. • Providing assistance and advice to ensure that customer satisfaction and remote fault resolution rate is maintained at the highest possible level.• Resolving customer faults, using remote diagnostics to identify problems and offer suggestions to correct the fault.• Identifying customer faults that require further analysis and/or escalation. Taking ownership to ensure that these are resolved or passed to the relevant department. • Monitoring the status of escalated faults/outages and updating second line management where appropriate.• Producing reports and managing projects on current complex faults that have a customer impact. • Liaising closely with higher management, software engineering and product manufacturers to reduce fault rates.• Dealing with customers who are experiencing multiple faults. Liaising with the field, and higher management to ensure a path to resolution is found.• Closely monitoring all open and outstanding faults to ensure adherence with internal SLA’s and audit requirements.

Responsibilities :-• Managing and identifying major service affecting issues with all Virgin Media services. Including Broadband Internet, E-mail, Telephony and Digital TV. The customer base is over six million. • Identifying network outages from trends in customer calls, network alarm systems and engineers out in the field. • Assessing potential business impact and severity using diagnostic tools.• Taking full ownership and log issues using REMEDY Fault Management System. Ensuring that the issue is raised at the correct ‘priority level’ and is assigned to the correct support/resolve team.• Continually communicating information internally via internal status pages, email bulletins, text messages and conference calls with senior management. • Compiling and recording customer announcements onto the IVR (call tree) to advise customers of local and national service effecting issues. Ensuring that all customer announcements are placed immediately once an outage has been identified. Also removing announcements upon resolution.• Allocation of work and ensuring all regions are covered at all times 24/7. (Each Co-ordinator must take ownership of all network issues that may arise within their region).• Continually monitoring all issues raised to ensure they are progressed within SLA’s set by Ofcom. Also liaise with support teams/service management/network engineers to obtain updates as necessary.• Ensuring that all key performance indicators are achieved and maintained. And correct ITIL processes followed.

Responsibilities :-• Taking inbound calls from Virgin Media customers needing technical advice on Digital TV, Telephony, Interactive and E-mail. • Resolving faults remotely, using diagnostic tools to identify problems and offering suggestions to correct technical faults.• Arranging technician visits to investigate faults that cannot be resolved remotely.