In this role, you will be responsible for accurately placing, managing, and tracking orders for telephone systems, broadband services, and number porting to support new customer onboardings. You will work closely with sales, suppliers, and internal teams to ensure all services are ordered correctly, progressed efficiently, and delivered within agreed timescales. Your primary focus will be on the operational side of onboarding β ensuring that all orders are raised promptly, information is correct, dependencies are managed, and progress is monitored through to completion. You will play a key role in reducing delays, avoiding rework, and ensuring a smooth transition of services for customers through effective coordination and attention to detail.
Key Responsibilities
Order Placement and Management
- Place orders for telephone systems, broadband services, and number porting in line with customer requirements and internal processes.
- Ensure all order information is complete, accurate, and submitted within required timeframes.
- Track orders from submission through to completion, monitoring progress and following up where required.
Porting and Service Provisioning
- Raise and manage telephone number port requests and broadband provisioning orders.
- Monitor port and service transfer timelines, ensuring any issues or rejections are identified and addressed promptly.
- Liaise with relevant parties to minimise delays or disruption during service transitions.
Supplier and Vendor Coordination
- Act as a key point of contact with suppliers to submit, chase, and progress orders.
- Monitor supplier responses, delivery times, and confirmations to ensure services are provisioned as expected.
- Escalate issues or delays where necessary to ensure timely resolution.
Internal Collaboration
- Work closely with sales, operations, technical teams, and logistics to ensure orders align with customer expectations and installation requirements.
- Provide clear updates internally on order status, dependencies, and any risks to delivery.
Customer Communication (Order-Related)
- Provide customers with clear, accurate updates related to order progress, port dates, and service activation where required.
- Respond to customer queries relating to orders, provisioning, and service timelines in a professional and timely manner.
Documentation and Reporting
- Maintain accurate records of all orders, ports, and service requests within internal systems.
- Update reports and trackers to reflect current order status and outstanding actions.
- Highlight any recurring issues or trends that may impact service delivery.
Issue Identification and Resolution
- Identify order errors, missing information, or provisioning issues early and take corrective action.
- Liaise with suppliers and internal teams to resolve order-related issues efficiently and effectively.
Requirements
- Minimum of 3 years of experience as a Telco Onboarding Coordinator or Telecommunication/broadband industry.
- Strong background in order processing, provisioning, or coordination roles within telecom or technology environments.
- Experience using HubSpot or Gamma is highly preferred.
- Exceptional attention to detail and a high level of accuracy when handling orders and data.
- Strong organisational skills with the ability to manage multiple orders and priorities simultaneously.
- Clear and confident communication skills, both written and verbal, for coordinating with customers, suppliers, and internal teams.
- Experience working with CRM systems, order management platforms, and other operational tools.
- Solid understanding of broadband provisioning and number porting processes is highly desirable.
- Ability to work collaboratively within a team while demonstrating ownership, accountability, and consistent follow-through on all assigned tasks.
