Job Title: Provisioning Co-Ordinator
Location: Midlands (Droitwich)
Job Type: Full-Time(40 hours per week)
Salary: £26,780 per annum
Job Summary:
The Provisioning & Service Operations Coordinator is responsible for managing the end-to-end provisioning and operational delivery of telecom and broadband services, including mobile connectivity, broadband, voice, and associated customer hardware. The role ensures all customer orders are fulfilled accurately, on time, and in line with agreed service levels, while maintaining high standards of communication, documentation, and process compliance.
Responsibilities
- Coordinate the full lifecycle of service provisioning — from order placement through activation, changes, and decommissioning — across mobile, broadband, and VOIP services.
- Manage the fulfilment and logistics of routers, SIMs, and related networking equipment, ensuring accurate tracking and inventory control.
- Act as a key liaison between customers, internal teams, and external suppliers to resolve provisioning issues and deliver a seamless service experience.
- Maintain detailed records of all service activities, updating internal systems to reflect real-time order status, asset tracking, and performance metrics.
- Monitor service delivery timelines against SLAs and escalate issues promptly to prevent delays.
- Support continuous improvement by identifying process gaps and recommending workflow enhancements.
- Ensure all provisioning activities comply with company policies, data protection regulations, and industry standards.
- Timely and accurate provisioning and activation of telecom and broadband services.
- Up-to-date and accurate service records, documentation, and reports.
- High customer satisfaction through proactive communication and issue resolution.
- Efficient inventory management to support uninterrupted service delivery.
- Improved operational processes leading to measurable gains in fulfilment speed and accuracy.
Key Skills
Technical & Industry Knowledge:
- Strong understanding of telecommunications and broadband technologies, including mobile data and voice services, broadband access types (FTTP, SoGEA, FWA), and residential VOIP.
- Knowledge of service provisioning processes — from order creation through activation, changes, and decommissioning.
- Familiarity with network hardware such as routers, modems, and customer premises equipment (CPE).
- Understanding of number porting, SIM management, and service migrations between providers.
- Awareness of data protection and security compliance when handling customer information.
Systems & Tools:
- Proficiency in using CRM systems, order management platforms, and ticketing tools to manage service lifecycles.
- Confident with Microsoft Excel and reporting tools for tracking orders, equipment, and performance metrics.
Additional Knowledge / Skills:
- Strong organisational and multitasking skills, with attention to detail and accuracy.
- Effective communication and coordination skills for liaising with customers, suppliers, and internal teams.
- Ability to troubleshoot provisioning or activation issues using logical and technical reasoning.
Airband Benefits
- 25 days of paid leave a year rising to 30 plus bank holidays with service.
- 5% Airband pension plus a minimum 3% employee contribution.
- Customer referral bonus - a thank you for every customer you send our way.
- We offer hybrid working – a mix of working from home and in the office.
- Free Broadband - If you are in our coverage, you can benefit from free broadband with us!
- Cycle to work, Tech scheme, Healthcare and medical insurance. Dental care, and Health cash fund (dependent on the length of service)
- Airshare (employee discount platform) - discounts on everyday shopping, weekly groceries, holidays, the list is endless - save up to £1,000 a year!
- Refer a friend reward scheme
Pre-employment checks
Please note that you are required to have the right to work in the UK and we request satisfactory references as part of our recruitment process. A DBS check may be required for a number of our roles, particularly those that are customer-facing. Also, a driving licence may be required for positions that require you to be out in the field as part of the role.
Recruitment agency support is not required at this time.
